Title: Customer Orders Always Fail Last modified: July 3, 2019 --- # Customer Orders Always Fail * Resolved [kwallindesigns](https://wordpress.org/support/users/kwallindesigns/) * (@kwallindesigns) * [6 years, 10 months ago](https://wordpress.org/support/topic/customer-orders-always-fail/) * Hi Team, * Hello, * I am editing the back end of a client’s webpage, mysteriousmeats.com, and we have run into some problems. So far, every time a customer has tried to order an item off of our website the order has failed. * Here is a screenshot of all the plugins currently in use with the website: [https://www.dropbox.com/s/w07dnvm5znppnbr/MMeats%20Plugins.JPG?dl=0](https://www.dropbox.com/s/w07dnvm5znppnbr/MMeats%20Plugins.JPG?dl=0) * Every failed order (which is every order so far) gets this error message: * Array ( [0] => stdClass Object ( [category] => AUTHENTICATION_ERROR [code] = > UNAUTHORIZED [detail] => This request could not be authorized. ) * ) Order status changed from Pending payment to Failed. * Specifically, this is what a failed order looks like: [https://www.dropbox.com/s/juhx0zluq8exggu/Failed%20Order%20ED.jpg?dl=0](https://www.dropbox.com/s/juhx0zluq8exggu/Failed%20Order%20ED.jpg?dl=0)- Note the error message under "Order Notes" on the right. ALL the failed orders have this error message. * How do I fix this problem? * I'm not sure if it's related, but the shipping calculator also is inconsistent. I will post another topic in this forum earlier about the shipping calculator issue. * I am including my WooCommerce System Status Report below at the very bottom, as requested. * Thanks in advance for your help! ~ Katherine * ``` ### WordPress Environment ### WordPress address (URL): https://mysteriousmeats.com Site address (URL): https://mysteriousmeats.com WC Version: 3.6.5 Log Directory Writable: ✔ WP Version: 5.2.2 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔ Language: en_US External object cache: – ### Server Environment ### Server Info: Apache PHP Version: 7.2.15 PHP Post Max Size: 100 MB PHP Time Limit: 300 PHP Max Input Vars: 1000 cURL Version: 7.45.0 OpenSSL/1.0.1e SUHOSIN Installed: – MySQL Version: 5.6.32-78.0-log Max Upload Size: 100 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ ### Database ### WC Database Version: 3.6.5 WC Database Prefix: wp_thkaj0wfxn_ MaxMind GeoIP Database: ✔ Total Database Size: 2.53MB Database Data Size: 2.12MB Database Index Size: 0.41MB wp_thkaj0wfxn_woocommerce_sessions: Data: 0.05MB + Index: 0.02MB wp_thkaj0wfxn_woocommerce_api_keys: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_woocommerce_order_items: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_woocommerce_order_itemmeta: Data: 0.01MB + Index: 0.02MB wp_thkaj0wfxn_woocommerce_tax_rates: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.05MB wp_thkaj0wfxn_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB wp_thkaj0wfxn_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB wp_thkaj0wfxn_woocommerce_log: Data: 0.02MB + Index: 0.02MB wp_thkaj0wfxn_commentmeta: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_comments: Data: 0.01MB + Index: 0.01MB wp_thkaj0wfxn_links: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_nf3_actions: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_action_meta: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_chunks: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_nf3_fields: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_field_meta: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_forms: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_form_meta: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_objects: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_object_meta: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_relationships: Data: 0.02MB + Index: 0.00MB wp_thkaj0wfxn_nf3_upgrades: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_options: Data: 1.50MB + Index: 0.06MB wp_thkaj0wfxn_postmeta: Data: 0.16MB + Index: 0.07MB wp_thkaj0wfxn_posts: Data: 0.08MB + Index: 0.02MB wp_thkaj0wfxn_termmeta: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_terms: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_term_relationships: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_term_taxonomy: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_usermeta: Data: 0.01MB + Index: 0.01MB wp_thkaj0wfxn_users: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_wc_download_log: Data: 0.00MB + Index: 0.00MB wp_thkaj0wfxn_wc_product_meta_lookup: Data: 0.00MB + Index: 0.01MB wp_thkaj0wfxn_wc_webhooks: Data: 0.00MB + Index: 0.00MB ### Post Type Counts ### attachment: 49 jetpack_migration: 2 jp_img_sitemap: 2 jp_sitemap: 2 jp_sitemap_master: 2 nav_menu_item: 5 nf_sub: 4 page: 7 post: 2 product: 8 product_variation: 12 revision: 11 scheduled-action: 8 shop_order: 11 ### Security ### Secure connection (HTTPS): ✔ Hide errors from visitors: ✔ ### Active Plugins (15) ### Contact Widgets: by GoDaddy – 1.6.2 GoDaddy Email Marketing: by GoDaddy – 1.4.2 Jetpack by WordPress.com: by Automattic – 7.5.1 Ninja Forms: by The WP Ninjas – 3.4.16 Search Engine Visibility: by GoDaddy – 0.5 Storefront Product Pagination: by WooThemes – 1.2.4 – Not tested with the active version of WooCommerce Storefront Product Sharing: by WooCommerce – 1.0.6 Storefront Sticky Add to Cart: by WooThemes – 1.1.9 WooCommerce Blocks: by Automattic – 2.2.0 WooCommerce Services: by Automattic – 1.21.0 WooCommerce USPS Shipping: by WooCommerce – 4.4.26 WooCommerce - ShipStation Integration: by WooCommerce – 4.1.28 WooCommerce Square: by WooCommerce – 1.0.37 WooCommerce: by Automattic – 3.6.5 WP101 Video Tutorials: by WP101Plugin.com – 0.3 ### Inactive Plugins (2) ### Akismet Anti-Spam: by Automattic – 4.1.2 Gutenberg: by Gutenberg Team – 6.0.0 ### Dropin Plugins (1) ### object-cache.php: APCu Object Cache ### Must Use Plugins (1) ### System Plugin: by – 3.9.5 ### Settings ### API Enabled: ✔ Force SSL: – Currency: USD ($) Currency Position: left Thousand Separator: , Decimal Separator: . Number of Decimals: 2 Taxonomies: Product Types: external (external) grouped (grouped) simple (simple) variable (variable) Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog) exclude-from-search (exclude-from-search) featured (featured) outofstock (outofstock) rated-1 (rated-1) rated-2 (rated-2) rated-3 (rated-3) rated-4 (rated-4) rated-5 (rated-5) Connected to WooCommerce.com: ✔ ### WC Pages ### Shop base: #5 - / Cart: #6 - /cart/ Checkout: #7 - /checkout/ My account: #8 - /my-account/ Terms and conditions: ❌ Page not set ### Theme ### Name: Deli Version: 2.0.15 Author URL: https://woocommerce.com Child Theme: ✔ Parent Theme Name: Storefront Parent Theme Version: 2.5.0 Parent Theme Author URL: https://woocommerce.com/ WooCommerce Support: ✔ ### Templates ### Overrides: – ### Action Scheduler ### Complete: 8 Oldest: 2019-06-25 17:51:21 -0700 Newest: 2019-07-02 19:08:47 -0700 Pending: 0 Oldest: – Newest: – Canceled: 0 Oldest: – Newest: – In-progress: 0 Oldest: – Newest: – Failed: 0 Oldest: – Newest: – ``` - This topic was modified 6 years, 10 months ago by [kwallindesigns](https://wordpress.org/support/users/kwallindesigns/). * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Fcustomer-orders-always-fail%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 3 replies - 1 through 3 (of 3 total) * Plugin Support [Hannah S.L.](https://wordpress.org/support/users/fernashes/) * (@fernashes) * Automattic Happiness Engineer * [6 years, 10 months ago](https://wordpress.org/support/topic/customer-orders-always-fail/#post-11699241) * Hey there [@kwallindesigns](https://wordpress.org/support/users/kwallindesigns/), * Thanks for including all of that information! * From the screenshots, I can see that you’re using the Square payment gateway. This error can mean a few different things: * 1. The shop address set under WooCommerce > General doesn’t match what’s set in your Square account. Double checking that information often solves this problem. 2. There are other issues with your Square credentials – re-entering those credentials can also be a fix. * . You may need to create an account before you can access that page. * Please include a link to this forum thread, so that we can keep track of what’s already been done, as well as if my tips were able to help you out. * Thread Starter [kwallindesigns](https://wordpress.org/support/users/kwallindesigns/) * (@kwallindesigns) * [6 years, 10 months ago](https://wordpress.org/support/topic/customer-orders-always-fail/#post-11715578) * Hi Hannah, * Thank you so much for your help! It turns out that our address in both places was not consistent. So fixing that and re-entering square’s credentials worked! Orders are now going through! * Thanks again! ~ Katherine W. * Plugin Support [Hannah S.L.](https://wordpress.org/support/users/fernashes/) * (@fernashes) * Automattic Happiness Engineer * [6 years, 10 months ago](https://wordpress.org/support/topic/customer-orders-always-fail/#post-11718159) * Hey there Katherine, * I’m so glad to hear that it was such an easy solution – thanks for letting me know! Viewing 3 replies - 1 through 3 (of 3 total) The topic ‘Customer Orders Always Fail’ is closed to new replies. * ![](https://ps.w.org/woocommerce/assets/icon.svg?rev=3234504) * [WooCommerce](https://wordpress.org/plugins/woocommerce/) * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce/#faq) * [Support Threads](https://wordpress.org/support/plugin/woocommerce/) * [Active Topics](https://wordpress.org/support/plugin/woocommerce/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woocommerce/reviews/) ## Tags * [authentication](https://wordpress.org/support/topic-tag/authentication/) * [Failed](https://wordpress.org/support/topic-tag/failed/) * [order](https://wordpress.org/support/topic-tag/order/) * [payment](https://wordpress.org/support/topic-tag/payment/) * 3 replies * 2 participants * Last reply from: [Hannah S.L.](https://wordpress.org/support/users/fernashes/) * Last activity: [6 years, 10 months ago](https://wordpress.org/support/topic/customer-orders-always-fail/#post-11718159) * Status: resolved