Donation button no longer working
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Hi,
When selects “Credit Card” as the payment method, donations are not being collected.
After someone puts in their credit card info and clicks on the “Submit Donation” button, they are either taken to a 503 page or the page simply states “please wait” and nothing happens.
PayPal is working just fine.
This just started a few days ago and I’m not really sure what the cause is.
Any help would be greatly appreciated! Thanks!
The page I need help with: [log in to see the link]
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Hi @paleihe,
Glad you reached out. I hopped into the site and initiated a test donation (but did not complete it, you may see that in your donation records as Test Donor and you can delete it). When I clicked the Donate Now button PayPal functioned as expected:
https://imgur.com/ZByIYhZ
I’m not able to troubleshoot an issue I can’t see or replicate, so I’m relatively stuck! If you have any additional information you can share I’m happy to give things a look. Let me know if you have questions in the meantime, I’m happy to help.Hi Stephanie,
Thanks for the quick response!
The issue is only when someone clicks the option to donate with a credit card, not PayPal.
When someone clicks on the “Credit Card” radio button, enter their credit card info, click “Submit Donation”, then nothing happens or they get taken to a 503 page.
Link: https://drive.google.com/file/d/1xUWAL5Tye65W-7yn2Q1EbjogLG7kXCRj/view?usp=sharing
Hi Stephanie,
Checking to see if my most recent post made sense?
Hi @paleihe,
Yes, your post made perfect sense. I’ve been trying to hop back in to do a little digging, but the entire site is under a 503:
https://imgur.com/yHJgMEa
Typically this is server related, and means the site is either under maintenance or is being overloaded. If you have it under maintenance and would still like for me to take a look, I’ll need it to be set back to live. If it is overloaded, your best way forward is to connect with your hosting provider. You may need an increase in your hosting package to accommodate your site’s needs.
If you’d still like for me to take a look, pop me a message once it is live again, and then send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and click the button to “Get System Report” and copy/paste that in your reply here.
I’ll keep digging here as soon as I’m able!Good day, @stephanieliy! I’m not sure why there was a 503 error. It should be fixed now.
Thanks for your help!
Here’s the info from the system report:
WordPress Environment Home URL: https://growinggreat.org Site URL: https://growinggreat.org WP Version: 5.5.11 WP Multisite: – WP Memory Limit: 256 MB WP Debug Mode: – WP Cron: ✔</img> Language: en_US Permalink Structure: /%postname%/ Show on Front: page Page on Front: (#363) Page for Posts: Unset Table Prefix Length: fbmdq5r_ Table Prefix Length: 8 Table Prefix Status: Acceptable Admin AJAX: Accessible Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, refunded, failed, revoked, cancelled, abandoned, processing, preapproval Server Environment Hosting Provider: GoDaddy/Media Temple TLS Connection: Connection uses TLS 1.3 TLS Connection: Probably Okay Server Info: Apache PHP Version: 5.6.40 PHP Post Max Size: 32 MB PHP Time Limit: 60 PHP Max Input Vars: 1000 PHP Max Upload Size: 32 MB cURL Version: 7.84.0, OpenSSL/1.1.1p SUHOSIN Installed: – MySQL Version: 5.6.51 Default Timezone is UTC: ✔</img> fsockopen/cURL: ✔</img> SoapClient: ✔</img> DOMDocument: ✔</img> gzip: ✔</img> GD Graphics Library: ✔</img> Multibyte String: ✔</img> Remote Post: ✔</img> Remote Get: ✔</img> GiveWP Configuration GiveWP Version: 2.9.6 GiveWP Cache: Enabled Database Updates: 1 of 35 updates still need to run. Database Updates: All Database Migrations Completed. Database Tables: ✔</img> fbmdq5r_give_donors✔</img> fbmdq5r_give_donormeta✔</img> fbmdq5r_give_comments✔</img> fbmdq5r_give_commentmeta✔</img> fbmdq5r_give_sessions✔</img> fbmdq5r_give_logs✔</img> fbmdq5r_give_logmeta✔</img> fbmdq5r_give_formmeta✔</img> fbmdq5r_give_sequential_ordering✔</img> fbmdq5r_give_donationmeta✔</img> fbmdq5r_give_revenue GiveWP Cache: Enabled GiveWP Cache: ✔</img>New Donation✔</img>Donation Receipt❌</img>New Offline Donation❌</img>Offline Donation Instructions✔</img>New User Registration✔</img>User Registration Information✔</img>Donation Note✔</img>Email access Upgraded From: 2.9.6 Test Mode: Disabled Currency Code: USD Currency Position: Before Decimal Separator: . Thousands Separator: , Success Page: https://growinggreat.org/donation-confirmation-5/ Failure Page: https://growinggreat.org/donation-failed-5/ Donation History Page: https://growinggreat.org/donation-history-5/ GiveWP Forms Slug: /donations/ Enabled Payment Gateways: PayPal Standard, Stripe - Credit Card Default Payment Gateway: PayPal Standard PayPal IPN Verification: Enabled PayPal IPN Notifications: IPN received for #7621 ( 9RG75089UB6486105 ) on 03/02/2023 at 21:30. Status VERIFIED Donor Email Access: Enabled Stripe Webhook Notifications: February 1, 2023 7:27 pm Active GiveWP Add-ons Other Active Plugins Akismet Anti-Spam: by Automattic – 4.2.2 Anti-Spam by CleanTalk: by СleanTalk – 5.173 Collapse-O-Matic: by twinpictures, baden03 – 1.7.13 Contact Form 7: by Takayuki Miyoshi – 5.3.2 Custom Sidebars: by WebFactory Ltd – 3.3 Essential Grid: by ThemePunch – 3.0.3 Google Analytics Dashboard for WP (GADWP): by ExactMetrics – 7.10.0 Page Links To: by Mark Jaquith – 3.3.5 PDF Embedder: by Lever Technology LLC – 4.6.1 Slider Revolution: by ThemePunch – 6.2.21 The GDPR Framework: by Data443 – 1.0.40 ThemeREX Utilities: by ThemeREX – 3.3.1 Timeline Express: by Code Parrots – 1.8.1 WPBakery Page Builder: by Michael M - WPBakery.com – 6.0.3 Inactive Plugins A5 Custom Login Page: by Stefan Crämer – 2.8.1 Easy Theme and Plugin Upgrades: by Chris Jean – 2.0.1 EWWW Image Optimizer: by Exactly WWW – 6.0.0 Form Maker Pro: by http://web-dorado.com/ – 2.7.11 Jetpack by WordPress.com: by Automattic – 9.3.3 Login Redirect: by Andrew Billits, Ulrich Sossou, Mariusz Misiek(Incsub) – 1.0.6 ManageWP - Worker: by GoDaddy – 4.9.13 MC4WP: Mailchimp for WordPress: by ibericode – 4.8.3 PixelYourSite: by PixelYourSite – 7.2.1.1 Really Simple SSL: by Really Simple Plugins – 4.0.7 Redirection: by John Godley – 5.0.1 Secure HTML5 Video Player: by Lucinda Brown, Jinsoo Kang – 3.14 The Events Calendar: by Modern Tribe, Inc. – 5.1.6 Ultimate Member: by Ultimate Member – 2.1.15 W3 Total Cache: by BoldGrid – 2.1.0 White Label CMS: by www.videousermanuals.com – 2.2.1 Wordfence Security: by Wordfence – 7.4.14 WP-Optimize - Clean, Compress, Cache: by David Anderson, Ruhani Rabin, Team Updraft – 3.1.6 wpMandrill: by Mandrill – 1.33 Active MU Plugins ManageWP - Worker Loader: by GoDaddy – Theme Name: Charity Is Hope Version: 2.2 Author URL: http://themerex.net/ Child Theme: No – If you're modifying GiveWP on a parent theme you didn't build personally, then we recommend using a child theme. See: How to Create a Child ThemeHi @paleihe,
Thanks for sending along that information, it had exactly what I needed to see! You are running a very outdated version of GiveWP (2.6.0), and we’ll need to get you updated to the latest version (2.25.1) as soon as possible.
Before taking any steps for troubleshooting or updating, I highly recommend taking a good backup of the site you can confidently restore from. Having a backup of your site is essential to a solid workflow, and will allow you to restore to a previous version of the site if you run into any issues. You can read more about our top recommendations for taking a backup here: https://givewp.com/backup-for-faster-troubleshooting/
There are 2 ways you can approach updating GiveWP:
1. Use a test or staging site. You’ll create a test/staging site that is an exact copy of your own site. Your host may have a option for creating a staging environment, but if not we recommend WP Stagecoach: https://wpstagecoach.com/deputy/benunc/
Then, download the latest version of GiveWP from https://wordpress.org/plugins/give/.
Navigate to the Plugins section of your WordPress Dashboard and click Add New.
Upload and activate the new GiveWP zip.
This should allow Give to run through the update with no trouble. If it works without a hitch, you can push it live. If you run into any trouble with the site breaking, you’ll want to use option #2 instead.
2. Update GiveWP on your site one version at a time.
You’ll want to start by taking a backup of the site you can confidently restore from, and then update to each subsequent version of GiveWP (2.7 > 2.8 > 2.9 etc) one at a time. if you take a backup, you can update and restore the older version of the site if anything goes awry.
You can find the other older versions of GiveWP right here: https://wordpress.org/plugins/give/advanced/
Using the dropdown menu for “Development Version”, you can select and download the zip files for each version of GiveWP. Then, just install them one at a time, leveling up your version as you go.
Let me know if you have any questions along the way, I’m happy to help! Once the version is fully updated, let me know if the issue is resolved. If not, I’ll be able to start digging in.Hi @paleihe,
It’s been a bit, and I know you are working on our troubleshooting steps. Take all the time you need! I’m marking this as resolved for now, but if you have more questions you can send along a message right here and I’ll hop right back in to help. Have a great day!Hi @stephanieliy,
Thanks for all this information, much appreciated! I actually didn’t see the update until today. I’m out of town for about two weeks, so it’s going to take me a while to update everything. Hopefully I can do it sooner rather than later.
Thanks again for following up!
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