Support » Plugin: Braintree for WooCommerce Payment Gateway » Oops, something went wrong. Please Try a Different Payment Method

  • vygon

    (@vygon)


    Hi,

    When a customer has gone to make a payment on our basket via credit card they are getting the following error message:

    Oops, something went wrong. Please try a different payment method.

    Could someone advise how to fix this?
    I have the logs for this transaction recorded if that helps

    Thank you.

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support Martyn J. a11n

    (@martynmjones)

    Hey @vygon,

    When a customer has gone to make a payment on our basket via credit card they are getting the following error message:

    Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    When you open the ticket could you please share the logs you mentioned and your current System Status Report with us? You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then pasting it in your message.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Kind regards,

    Thread Starter vygon

    (@vygon)

    Hi Matt

    Thank you for coming back to me
    Having tried to log the ticet on the woo commerce system I am getting an additional error message to say: System Status report is invalid or unsupported

    Is there a support email address I can send the query and status log to?

    Thank you

    Thread Starter vygon

    (@vygon)

    Hi, I have tried submitting a support request multiple times on the Support request for Woo Commerce but still getting the same error as above – please can a member of the team come back to me with next steps?

    Thank you

    Plugin Support Rashed Ripon (a11n)

    (@rur165)

    Hello @vygon ,

    Is there a support email address I can send the query and status log to?

    We are unable to share an email address in this forum, unfortunately!

    I have tried submitting a support request multiple times on the Support request for Woo Commerce but still getting the same error as above

    Can you please make sure that you’ve copied the system status report correctly from the WooCommerce > Status page? It would be best if you can share the report here so that we can see if anything in that report is blocking the submission of the ticket.

    Plugin Support George S.a11n

    (@gsorkpor)

    Hello @vygon,

    Thank you for your response!

    > Unfortunately I cannot even submit a ticket even without the report
    >
    > However, in the meantime please see a copy of the report below

    Unfortunately, that’s not the System Status Report of your site. Kindly follow the steps below to access the Status Report.

    You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it as part of the ticket.

    Please see the attached screenshots for the steps:
    1. https://d.pr/i/W0mdq1
    2. https://d.pr/i/TUc6H3
    3. https://d.pr/i/eEyFri

    After copying the status report, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    I hope this helps!

    Thread Starter vygon

    (@vygon)

    Hi George

    I have tried submitting this ticket again on via Woo Commerce, but now its saying:
    Something went wrong and we couldn’t submit your ticket! Please try again.

    Please find the log below from the above steps,
    Can you look into this and come back to me with feedback on why our customer is experiencing issues?

    Thank you

    
    ### WordPress Environment ###
    
    WordPress address (URL): https://www.vygonvet.co.uk
    Site address (URL): https://www.vygonvet.co.uk
    WC Version: 6.6.0
    REST API Version: ✔ 6.6.0
    WC Blocks Version: ✔ 7.6.0
    Action Scheduler Version: ✔ 3.4.0
    Log Directory Writable: ✔
    WP Version: 6.0
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: –
    Language: en_GB
    External object cache: –
    
    ### Server Environment ###
    
    Server Info: nginx/1.19.9
    PHP Version: 7.4.29
    PHP Post Max Size: 256 MB
    PHP Time Limit: 298
    PHP Max Input Vars: 10000
    cURL Version: 7.68.0
    OpenSSL/1.1.1f
    
    SUHOSIN Installed: –
    MySQL Version: 5.5.5-10.5.16-MariaDB-1:10.5.16+maria~focal
    Max Upload Size: 256 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔
    
    ### Database ###
    
    WC Database Version: 6.6.0
    WC Database Prefix: wp_
    Total Database Size: 92.51MB
    Database Data Size: 74.98MB
    Database Index Size: 17.53MB
    wp_woocommerce_sessions: Data: 0.22MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_order_itemmeta: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_actionscheduler_actions: Data: 1.02MB + Index: 0.75MB + Engine InnoDB
    wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_actionscheduler_logs: Data: 0.36MB + Index: 0.31MB + Engine InnoDB
    wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
    wp_dgwt_wcas_index: Data: 0.16MB + Index: 0.02MB + Engine InnoDB
    wp_dgwt_wcas_invindex_cache: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_dgwt_wcas_invindex_doclist: Data: 0.44MB + Index: 0.39MB + Engine InnoDB
    wp_dgwt_wcas_invindex_info: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_dgwt_wcas_invindex_wordlist: Data: 0.17MB + Index: 0.11MB + Engine InnoDB
    wp_dgwt_wcas_var_index: Data: 0.31MB + Index: 0.06MB + Engine InnoDB
    wp_fg_redirect: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_frm_fields: Data: 0.13MB + Index: 0.03MB + Engine InnoDB
    wp_frm_forms: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_frm_items: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
    wp_frm_item_metas: Data: 0.11MB + Index: 0.03MB + Engine InnoDB
    wp_imagify_files: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
    wp_imagify_folders: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_nextend2_image_storage: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_nextend2_section_storage: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_nextend2_smartslider3_generators: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_nextend2_smartslider3_sliders: Data: 0.08MB + Index: 0.03MB + Engine InnoDB
    wp_nextend2_smartslider3_sliders_xref: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_nextend2_smartslider3_slides: Data: 0.11MB + Index: 0.11MB + Engine InnoDB
    wp_options: Data: 16.48MB + Index: 0.19MB + Engine InnoDB
    wp_pmxe_exports: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_pmxe_google_cats: Data: 0.39MB + Index: 0.00MB + Engine InnoDB
    wp_pmxe_posts: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
    wp_pmxe_templates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_files: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_hash: Data: 0.11MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_images: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_imports: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_posts: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
    wp_pmxi_templates: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
    wp_postmeta: Data: 24.25MB + Index: 6.03MB + Engine InnoDB
    wp_posts: Data: 2.50MB + Index: 0.63MB + Engine InnoDB
    wp_rank_math_analytics_ga: Data: 0.06MB + Index: 0.05MB + Engine InnoDB
    wp_rank_math_analytics_gsc: Data: 1.03MB + Index: 1.16MB + Engine InnoDB
    wp_rank_math_analytics_inspections: Data: 0.39MB + Index: 0.11MB + Engine InnoDB
    wp_rank_math_analytics_keyword_manager: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_rank_math_analytics_objects: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
    wp_rank_math_internal_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_rank_math_internal_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_search_filter_cache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_search_filter_term_results: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_shortpixel_folders: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_shortpixel_meta: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_simple_history: Data: 1.02MB + Index: 0.16MB + Engine InnoDB
    wp_simple_history_contexts: Data: 2.02MB + Index: 3.13MB + Engine InnoDB
    wp_termmeta: Data: 0.13MB + Index: 0.17MB + Engine InnoDB
    wp_terms: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
    wp_term_relationships: Data: 0.16MB + Index: 0.13MB + Engine InnoDB
    wp_term_taxonomy: Data: 0.08MB + Index: 0.09MB + Engine InnoDB
    wp_usermeta: Data: 0.33MB + Index: 0.25MB + Engine InnoDB
    wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_wcsp_global_discount_rule_mapping: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_wcsp_group_category_pricing_mapping: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wcsp_role_category_pricing_mapping: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wcsp_user_category_pricing_mapping: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_wc_admin_notes: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wc_product_attributes_lookup: Data: 0.14MB + Index: 0.14MB + Engine InnoDB
    wp_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_product_meta_lookup: Data: 0.13MB + Index: 0.38MB + Engine InnoDB
    wp_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_wfconfig: Data: 1.38MB + Index: 0.00MB + Engine InnoDB
    wp_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wffilemods: Data: 11.52MB + Index: 0.00MB + Engine InnoDB
    wp_wfhits: Data: 1.02MB + Index: 0.05MB + Engine InnoDB
    wp_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_wfknownfilelist: Data: 5.52MB + Index: 0.00MB + Engine InnoDB
    wp_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wflogins: Data: 0.17MB + Index: 0.06MB + Engine InnoDB
    wp_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wfnotifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_wfreversecache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_wfstatus: Data: 0.13MB + Index: 0.09MB + Engine InnoDB
    wp_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wpmailsmtp_debug_events: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wpmailsmtp_tasks_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    wp_wpr_rucss_resources: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_wpr_rucss_used_css: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    wp_wusp_group_product_price_mapping: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_wusp_role_pricing_mapping: Data: 0.13MB + Index: 0.09MB + Engine InnoDB
    wp_wusp_rules: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_wusp_subrules: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
    wp_wusp_user_pricing_mapping: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    wp_yoast_indexable: Data: 0.45MB + Index: 0.42MB + Engine InnoDB
    wp_yoast_indexable_hierarchy: Data: 0.06MB + Index: 0.08MB + Engine InnoDB
    wp_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    wp_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    wp_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    
    ### Post Type Counts ###
    
    acf-field: 21
    acf-field-group: 4
    af_crt_order_rstrct: 1
    attachment: 1330
    bnfw_notification: 1
    ct_template: 18
    frm_form_actions: 8
    frm_styles: 1
    nav_menu_item: 41
    oembed_cache: 3
    page: 18
    post: 15
    product: 201
    product_variation: 1102
    resource: 23
    revision: 146
    search-filter-widget: 3
    shop_order: 25
    wp_global_styles: 1
    wp-types-group: 1
    wp-types-term-group: 1
    
    ### Security ###
    
    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔
    
    ### Active Plugins (33) ###
    
    Hydrogen Pack: by Clean Plugins – 1.4.0
    Cart and Order Restrictions: by Addify – 1.0.1
    Advanced Custom Fields PRO: by Delicious Brains – 5.12.2
    FiboSearch - AJAX Search for WooCommerce (Pro): by FiboSearch Team – 1.18.0
    Bison Grid - Cache Purge: by Bison Grid Ltd – 5.1.1
    Bison Grid Custom Functionality: by Bison Grid – 1.0.0
    Better Notifications for WP: by Made with Fuel – 1.8.11
    Customer Specific Pricing for WooCommerce: by WisdmLabs – 4.6.4
    Advanced Scripts: by Clean Plugins – 2.3.4
    Flexible Checkout Fields: by WP Desk – 3.2.4
    Formidable Forms Pro: by Strategy11 – 5.3.2
    Formidable Visual Views: by Strategy11 – 5.2.1
    Formidable Forms: by Strategy11 – 5.3.2
    Imagify: by WP Media – 1.10
    OxyExtras: by OxyExtras – 1.4.3
    Oxygen Gutenberg Integration: by Soflyy – 1.4.1
    Oxygen Elements for WooCommerce: by Soflyy – 2.0
    Oxygen: by Soflyy – 4.0
    Search & Filter Pro: by Code Amp – 2.5.11
    Rank Math SEO PRO: by Rank Math – 3.0.14
    Rank Math SEO: by Rank Math – 1.0.91
    Simple History: by Pär Thernström – 3.3.0
    SVG Support: by Benbodhi – 2.4.2
    User Role Editor: by Vladimir Garagulya – 4.62
    Premmerce Permalink Manager for WooCommerce: by premmerce – 2.3.5
    Braintree for WooCommerce Payment Gateway: by WooCommerce – 2.6.5
    WooCommerce: by Automattic – 6.6.0 (update to version 6.6.1 is available)
    Wordfence Security: by Wordfence – 7.5.11
    WP All Export Pro: by Soflyy – 1.7.8
    WP All Import Pro: by Soflyy – 4.7.3
    WP Mail SMTP: by WPForms – 3.4.0
    WP Rocket: by WP Media – 3.11.3
    WP All Import - WooCommerce Import Add-On Pro: by Soflyy – 3.3.1
    
    ### Inactive Plugins (7) ###
    
    FG Drupal to WordPress Premium: by Frédéric GILLES – 2.14.1
    ShortPixel Image Optimizer: by ShortPixel – 5.0.1
    Smart Slider 3 Pro: by Nextend – 3.4.1.17
    Variation Swatches for WooCommerce: by Emran Ahmed – 2.0.1
    Variation Swatches for WooCommerce - Pro: by Emran Ahmed – 1.1.18
    WooCommerce Dynamic Pricing: by Element Stark – 3.1.24
    Yoast SEO: by Team Yoast – 19.1
    
    ### Dropin Plugins (1) ###
    
    advanced-cache.php: advanced-cache.php
    
    ### Settings ###
    
    API Enabled: –
    Force SSL: ✔
    Currency: GBP (£)
    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: –
    Enforce Approved Product Download Directories: –
    
    ### WC Pages ###
    
    Shop base: #120 - /products/
    Basket: ❌ Page does not contain the [woocommerce_cart] shortcode or the woocommerce/cart block.
    Checkout: ❌ Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
    My account: ❌ Page does not contain the [woocommerce_my_account] shortcode.
    Terms and conditions: #3895 - /terms-conditions/
    
    ### Theme ###
    
    Name: Twenty Twenty-One
    Version: 1.3 (update to version 1.6 is available)
    Author URL: https://en-gb.wordpress.org/
    Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build
    personally we recommend using a child theme. See: How to create a child theme
    
    WooCommerce Support: ✔
    
    ### Templates ###
    
    Overrides: –
    
    ### Braintree (Credit Card) ###
    
    Environment: Production
    Tokenization Enabled: –
    Debug Mode: Save to Log
    
    ### Braintree (PayPal) ###
    
    Environment: Production
    Tokenization Enabled: –
    Debug Mode: Off
    
    ### Admin ###
    
    Enabled Features: activity-panels
    analytics
    coupons
    customer-effort-score-tracks
    experimental-products-task
    experimental-import-products-task
    experimental-fashion-sample-products
    homescreen
    marketing
    mobile-app-banner
    navigation
    onboarding
    onboarding-tasks
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    wc-pay-promotion
    wc-pay-welcome-page
    wc-pay-subscriptions-page
    
    Disabled Features: minified-js
    settings
    
    Daily Cron: ✔ Next scheduled: 2022-06-22 15:26:24 +00:00
    Options: ✔
    Notes: 22
    Onboarding: completed
    
    ### Action Scheduler ###
    
    Complete: 1,703
    Oldest: 2022-05-23 09:11:02 +0000
    Newest: 2022-06-22 13:28:03 +0000
    
    Pending: 5
    Oldest: 2022-06-23 00:09:03 +0000
    Newest: 2022-07-19 00:00:07 +0000
    
    ### Status report information ###
    
    Generated at: 2022-06-22 14:55:19 +00:00
    
    Plugin Support Abhi G. a11n

    (@theabhig)

    Hi @vygon

    Thanks for the System Status Report.

    I have tried submitting this ticket again on via Woo Commerce, but now its saying:
    Something went wrong and we couldn’t submit your ticket! Please try again.

    We did have an outage briefly earlier in the week but this was resolved on the same day.

    With payment gateway issues it is generally best not to send logs on a public forum.

    So I have sent an email from our system with the subject line “WooCommerce.com Support Request – Braintree for WooCommerce” to the public email address on your website, veterinary@.... The ticket reference number is 5319564.

    If you can reply to that we can assist you further from there.

    Thread Starter vygon

    (@vygon)

    Hi Abhi

    Thank you for coming back to me, and for confirming the issue of the system outage.
    I’ll chase up the email with our support team who has access to the veterinary@ box.

    Regarding logs, I take your point about sharing,
    However, I’d like to point out that I highlighted the issue with logging the ticket your team on this thread a few times, and then a member of your team advised to:

    It would be best if you can share the report here so that we can see if anything in that report is blocking the submission of the ticket.

    Seems a poor service if your team is advising people incorrectly.

    Please can I ask that a member of the team running this forum edits this thread to remove the logs.

    Thank you

    Plugin Support Abhi G. a11n

    (@theabhig)

    Hi @vygon

    Thanks for your reply. If you can reply to the email then we can assist you further there.

    For the second point you mentioned

    Regarding logs, I take your point about sharing,
    However, I’d like to point out that I highlighted the issue with logging the ticket your team on this thread a few times, and then a member of your team advised to:

    It would be best if you can share the report here so that we can see if anything in that report is blocking the submission of the ticket.

    I should have been a bit clearer in my wording.

    I can see my colleague referred to the System Status Report and also any issues you might be seeing with submitting a ticket.

    What I was referring to was the logs of the transactions, which are more likely to include sensitive or personal information, hence not sharing in a public forum.

    I could have worded that more clearly here – sorry about that!

    Thread Starter vygon

    (@vygon)

    Hi Abhi

    Thank you for coming back to me, we have received the email and replied,
    If a member of the team could come back to us quickly that would be much appreciated.

    In the meantime, please can you remove the logs from the above thread?
    Please confirm when done.

    Thank you

    Moderator Yui

    (@fierevere)

    ゆい

    @vygon your posted system status does not contain any sensitive data

    see forum FAQ

Viewing 11 replies - 1 through 11 (of 11 total)
  • You must be logged in to reply to this topic.