Title: Order status problem Last modified: August 11, 2022 --- # Order status problem * Resolved [Roberto Piazzolla](https://wordpress.org/support/users/pzl/) * (@pzl) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/) * Hello, I have a problem with a customer’s e-commerce in Ecuador, we use Paymentez for payment. * Orders remain in “Awaiting Payment” despite the transaction being successful, consequently, the “New Order” and “Invoice” emails do not send either. * How can I solve the problem? * Thanks. Roberto` * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Forder-status-problem-4%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 7 replies - 1 through 7 (of 7 total) * [Rafy](https://wordpress.org/support/users/nawaz0705/) * (@nawaz0705) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15908670) * Hi [@pzl](https://wordpress.org/support/users/pzl/) * Thank you for reaching out! * Can you please navigate to `WooCommerce > Orders >` click on the affected order and take a screenshot of the **Edit order** page, including the **Order notes** on the right side? * Also, in order for us to get a better understanding of your site setup, could you please share a copy of your website’s System Status Report? * 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 paste it here in a comment. * Thread Starter [Roberto Piazzolla](https://wordpress.org/support/users/pzl/) * (@pzl) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15908695) * Hi Rafy, * How can I share the screenshot? * Below is the System Status Report Tnks * ``` ### WordPress Environment ### WordPress address (URL): https://jbdistribuidores.com Site address (URL): https://jbdistribuidores.com WC Version: 6.8.0 REST API Version: ✔ 6.8.0 WC Blocks Version: ✔ 8.0.0 Action Scheduler Version: ✔ 3.4.0 Log Directory Writable: ✔ WP Version: 6.0.1 WP Multisite: – WP Memory Limit: 768 MB WP Debug Mode: – WP Cron: ✔ Language: es_EC External object cache: ✔ ### Server Environment ### Server Info: Apache PHP Version: 7.4.30 PHP Post Max Size: 256 MB PHP Time Limit: 256 PHP Max Input Vars: 3000 cURL Version: 7.66.0 OpenSSL/1.1.1q-fips SUHOSIN Installed: – MySQL Version: 5.7.38-41-log Max Upload Size: 256 MB Default Timezone is UTC: ✔ fsockopen/cURL: ✔ SoapClient: ✔ DOMDocument: ✔ GZip: ✔ Multibyte String: ✔ Remote Post: ✔ Remote Get: ✔ ### Database ### WC Database Version: 6.8.0 WC Database Prefix: glp_ Dimensione totale database: 25.85MB Dimensione dati database: 20.49MB Dimensione indice database: 5.36MB glp_woocommerce_sessions: Dati: 0.05MB + indice: 0.02MB + motore InnoDB glp_woocommerce_api_keys: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_woocommerce_attribute_taxonomies: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_woocommerce_downloadable_product_permissions: Dati: 0.02MB + indice: 0.06MB + motore InnoDB glp_woocommerce_order_items: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_woocommerce_order_itemmeta: Dati: 0.06MB + indice: 0.03MB + motore InnoDB glp_woocommerce_tax_rates: Dati: 0.02MB + indice: 0.06MB + motore InnoDB glp_woocommerce_tax_rate_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_woocommerce_shipping_zones: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_woocommerce_shipping_zone_locations: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_woocommerce_shipping_zone_methods: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_woocommerce_payment_tokens: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_woocommerce_payment_tokenmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_woocommerce_log: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_actionscheduler_actions: Dati: 0.09MB + indice: 0.13MB + motore InnoDB glp_actionscheduler_claims: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_actionscheduler_groups: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_actionscheduler_logs: Dati: 0.06MB + indice: 0.03MB + motore InnoDB glp_awb_critical_css: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_chaty_contact_form_leads: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_commentmeta: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_comments: Dati: 0.02MB + indice: 0.09MB + motore InnoDB glp_fusion_forms: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_fusion_form_entries: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_fusion_form_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_fusion_form_submissions: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_gla_budget_recommendations: Dati: 0.22MB + indice: 0.14MB + motore InnoDB glp_gla_merchant_issues: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_gla_shipping_rates: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_gla_shipping_times: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_links: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_custom_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_dynamic_segment_filters: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_feature_flags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_forms: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_mailpoet_log: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_mailpoet_mapping_to_external_entities: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_newsletters: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_newsletter_links: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_mailpoet_newsletter_option: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_newsletter_option_fields: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_newsletter_posts: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_newsletter_segment: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_newsletter_templates: Dati: 2.52MB + indice: 0.00MB + motore InnoDB glp_mailpoet_scheduled_tasks: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_scheduled_task_subscribers: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_segments: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_sending_queues: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_settings: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_statistics_bounces: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_mailpoet_statistics_clicks: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_mailpoet_statistics_forms: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_statistics_newsletters: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_statistics_opens: Dati: 0.02MB + indice: 0.08MB + motore InnoDB glp_mailpoet_statistics_unsubscribes: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_mailpoet_statistics_woocommerce_purchases: Dati: 0.02MB + indice: 0.06MB + motore InnoDB glp_mailpoet_stats_notifications: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_subscribers: Dati: 0.02MB + indice: 0.13MB + motore InnoDB glp_mailpoet_subscriber_custom_field: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_subscriber_ips: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_subscriber_segment: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_mailpoet_user_agents: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_mailpoet_user_flags: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_options: Dati: 6.47MB + indice: 0.14MB + motore InnoDB glp_paymentez: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_postmeta: Dati: 2.52MB + indice: 2.02MB + motore InnoDB glp_posts: Dati: 1.52MB + indice: 0.13MB + motore InnoDB glp_revslider_css: Dati: 0.14MB + indice: 0.02MB + motore InnoDB glp_revslider_css_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_revslider_layer_animations: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_revslider_layer_animations_bkp: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_revslider_navigations: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_revslider_navigations_bkp: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_revslider_sliders: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_revslider_sliders_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_revslider_slides: Dati: 0.17MB + indice: 0.02MB + motore InnoDB glp_revslider_slides_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_revslider_static_slides: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_revslider_static_slides_bkp: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_sgs_log_events: Dati: 4.02MB + indice: 0.00MB + motore InnoDB glp_sgs_log_visitors: Dati: 0.14MB + indice: 0.00MB + motore InnoDB glp_snippets: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_termmeta: Dati: 0.08MB + indice: 0.03MB + motore InnoDB glp_terms: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_term_relationships: Dati: 0.05MB + indice: 0.02MB + motore InnoDB glp_term_taxonomy: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_usermeta: Dati: 0.14MB + indice: 0.03MB + motore InnoDB glp_users: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_wcuf_upload_sessions: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wc_admin_notes: Dati: 0.05MB + indice: 0.00MB + motore InnoDB glp_wc_admin_note_actions: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_wc_category_lookup: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wc_customer_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_wc_download_log: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_wc_order_coupon_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_wc_order_product_lookup: Dati: 0.02MB + indice: 0.06MB + motore InnoDB glp_wc_order_stats: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_wc_order_tax_lookup: Dati: 0.02MB + indice: 0.03MB + motore InnoDB glp_wc_product_attributes_lookup: Dati: 0.17MB + indice: 0.20MB + motore InnoDB glp_wc_product_download_directories: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_wc_product_meta_lookup: Dati: 0.08MB + indice: 0.09MB + motore InnoDB glp_wc_rate_limits: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_wc_reserved_stock: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wc_tax_rate_classes: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_wc_webhooks: Dati: 0.02MB + indice: 0.02MB + motore InnoDB glp_wdp_orders: Dati: 0.02MB + indice: 0.05MB + motore InnoDB glp_wdp_order_items: Dati: 0.02MB + indice: 0.06MB + motore InnoDB glp_wdp_persistent_rules_cache: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wdp_product_collections: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wdp_rules: Dati: 0.08MB + indice: 0.03MB + motore InnoDB glp_wpforms_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wpmailsmtp_debug_events: Dati: 0.02MB + indice: 0.00MB + motore InnoDB glp_wpmailsmtp_tasks_meta: Dati: 0.02MB + indice: 0.00MB + motore InnoDB ### Post Type Counts ### attachment: 303 avada_faq: 5 awb_off_canvas: 2 custom_css: 1 elementor_library: 1 fusion_element: 19 fusion_form: 1 fusion_icons: 1 fusion_tb_layout: 5 fusion_tb_section: 12 mailpoet_page: 1 nav_menu_item: 41 page: 14 post: 10 product: 15 product_variation: 255 seedprod: 1 shop_order: 31 slide: 9 vtmin-rule: 1 wp_global_styles: 1 ### Security ### Secure connection (HTTPS): ✔ Hide errors from visitors: ✔ ### Active Plugins (22) ### Paymentez: by Paymentez – 3.0 Advanced Dynamic Pricing for WooCommerce: by AlgolPlus – 4.1.3 Click to Chat: by HoliThemes – 3.12 CMP - Coming Soon & Maintenance Plugin: by NiteoThemes – 4.1.2 Avada Builder: by ThemeFusion – 3.8.1 Avada Core: by ThemeFusion – 5.8.1 Google Listings and Ads: by WooCommerce – 2.0.3 Jetpack: by Automattic – 11.2 Kadence WooCommerce Email Designer: by Kadence WP – 1.5.2 Loco Translate: by Tim Whitlock – 2.6.2 PixelYourSite: by PixelYourSite – 9.1.1 Slider Revolution: by ThemePunch – 6.5.25 SiteGround Optimizer: by SiteGround – 7.2.1 SiteGround Optimizer: by SiteGround – 7.2.1 SiteGround Security: by SiteGround – 1.3.0 WooCommerce Weight Based Shipping: by weightbasedshipping.com – 5.3.23 Checkout Field Editor for WooCommerce: by ThemeHigh – 1.7.1 WooCommerce Min/Max Quantities: by WooCommerce – 2.4.10 WooCommerce Upload Files: by Lagudi Domenico – 66.5 WooCommerce: by Automattic – 6.8.0 WP Mail SMTP: by WPForms – 3.5.1 WPForms Lite: by WPForms – 1.7.5.5 ### Inactive Plugins (3) ### Head, Footer and Post Injections: by Stefano Lissa – 3.2.5 MailPoet 3 (New): by MailPoet – 3.94.0 SiteGround Central: by SiteGround – 2.0.5 ### Dropin Plugins (1) ### object-cache.php: Memcached ### 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: – Enforce Approved Product Download Directories: – ### WC Pages ### Shop base: #16552 - /catalogo/ Carrello: #16564 - /carrito-de-compras/ Pagamento: #16586 - /caja/ Il mio account: #16576 - /mi-cuenta/ Termini e condizioni: #3 - /informacion-legal/ ### Theme ### Name: Avada Child Version: 1.0.0 Author URL: https://theme-fusion.com Child Theme: ✔ Parent Theme Name: Avada Parent Theme Version: 7.8.1 Parent Theme Author URL: https://themeforest.net/user/ThemeFusion WooCommerce Support: ✔ ### Templates ### Overrides: Avada/woocommerce/cart/cart.php Avada/woocommerce/checkout/form-pay.php Avada/woocommerce/checkout/review-order.php Avada/woocommerce/checkout/thankyou.php Avada/woocommerce/loop/loop-start.php Avada/woocommerce/single-product/add-to-cart/variable.php Avada/woocommerce/single-product/short-description.php Avada/woocommerce/single-product/tabs/additional-information.php Avada/woocommerce/single-product/tabs/description.php ### Admin ### Enabled Features: activity-panels analytics coupons customer-effort-score-tracks experimental-products-task experimental-import-products-task experimental-fashion-sample-products experimental-product-tour shipping-smart-defaults shipping-setting-tour 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: 2022-08-12 14:55:05 +00:00 Options: ✔ Notes: 46 Onboarding: completed ### Action Scheduler ### Completato: 204 Oldest: 2022-07-15 16:15:18 +0000 Newest: 2022-08-11 15:04:35 +0000 In attesa: 7 Oldest: 2022-08-11 18:18:33 +0000 Newest: 2022-08-18 15:04:35 +0000 ### Status report information ### Generated at: 2022-08-11 15:36:39 +00:00 ``` * [Juan G. (woo-hc)](https://wordpress.org/support/users/judagutor/) * (@judagutor) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15908731) * Hi Roberto, * > How can I share the screenshot? * You can use the [snipboard.io](https://snipboard.io/) tool to share screenshots; follow the instructions there, and once you have the image link, you can paste it here. * Cheers! * Thread Starter [Roberto Piazzolla](https://wordpress.org/support/users/pzl/) * (@pzl) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15908805) * Great! Here are the links * [https://snipboard.io/GCnD6O.jpg](https://snipboard.io/GCnD6O.jpg) * [https://snipboard.io/0T2Xi9.jpg](https://snipboard.io/0T2Xi9.jpg) * [https://snipboard.io/GpD1Jl.jpg](https://snipboard.io/GpD1Jl.jpg) * Tnks * [Juan G. (woo-hc)](https://wordpress.org/support/users/judagutor/) * (@judagutor) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15909176) * Thank you for sending the screenshots. * May I ask for another piece of information? Could you also share a copy of your fatal error logs (if available), please? You can find this under `WooCommerce → System Status → Logs`. * Thanks! * Thread Starter [Roberto Piazzolla](https://wordpress.org/support/users/pzl/) * (@pzl) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15910409) * Hi Juan, the log page is empty. * [https://snipboard.io/txUG2X.jpg](https://snipboard.io/txUG2X.jpg) * Tnks * [Igor H](https://wordpress.org/support/users/ihereira/) * (@ihereira) * [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15911126) * Hello, * Thanks for sending the screenshots and system status report. * You can do the following to isolate the issue: * — Switch your theme to [Storefront](https://www.woocommerce.com/storefront/). — Disable all plugins except for WooCommerce and Paymentez. — Place a test order on your site. * Check if the issue is present at this point, if not, it means there was a conflict and you can reactivate the theme and plugins gradually one by one and check again after each reactivation until the cause of the issue is found. * If you would not like to run this test on your production site you can set up a staging site, ask your host about this functionality, or use a plugin like [WP Staging](https://wordpress.org/plugins/wp-staging/) for quickly spinning up a new test site. * I hope this helps. Viewing 7 replies - 1 through 7 (of 7 total) The topic ‘Order status problem’ 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 * [email](https://wordpress.org/support/topic-tag/email/) * [new order](https://wordpress.org/support/topic-tag/new-order/) * [order](https://wordpress.org/support/topic-tag/order/) * [problem](https://wordpress.org/support/topic-tag/problem/) * [status](https://wordpress.org/support/topic-tag/status/) * 7 replies * 4 participants * Last reply from: [Igor H](https://wordpress.org/support/users/ihereira/) * Last activity: [3 years, 9 months ago](https://wordpress.org/support/topic/order-status-problem-4/#post-15911126) * Status: resolved