Support » Plugin: WooCommerce Square » Payment processing issues

  • Resolved alexlobanov

    (@alexlobanov)


    Hi, I have been using WooCommerce Square app for over a year now, but recently I have been getting complaints from customers that payments are not going through, after customer enters credit card info, the circle spinning and nothing happens. Customer needs to try to pay several times before it finally accepts payment.

    And in my order History I do see many orders stating “Pending payment”, usually its always “Processing” or “Failed”. Anyone else having these issues?

    All my plugins and WordPress are latest version.
    Please help.

    Thank you.

Viewing 15 replies - 1 through 15 (of 17 total)
  • Plugin Support Cara – a11n

    (@dcka)

    Hi, @alexlobanov!

    First, do you have any Square payments logs in WooCommerce > Status > Logs? In case logging for Square payments isn’t enabled yet, you can enable Debug Mode under WooCommerce > Settings > Payments > Square. If you have logs, are you seeing any errors in them?

    Next thing you can check is if you have any caching/security systems either through a plugin or your hosting provider. If you have any, can you see if temporarily disabling them fixes your issue?

    Finally, if those don’t help, you can open a support request with us at WooCommerce.com > My Account > Support. 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. Please also include your System Status Report in the request.

    I hope this helps point you in the right direction!

    Thread Starter alexlobanov

    (@alexlobanov)

    Hi, so this started happening on April 15th, exactly one week ago and lasted until yesterday. Yesterday I had no issues whatsoever, all payments went through as usual, I made NO changes to the website.

    Today morning it started happening again. I enabled Debug log, last message I see was posted on April 19th:

    2021-04-19T20:51:59+00:00 CRITICAL Uncaught Error: Call to a member function getOrder() on null in /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API.php:335
    Stack trace:
    #0 /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway.php(339): WooCommerce\Square\Gateway\API->create_order('80MHV5F6SPP7Q', Object(Automattic\WooCommerce\Admin\Overrides\Order))
    #1 /home4/jack/public_html/wp-content/plugins/woocommerce-square/vendor/skyverge/wc-plugin-framework/woocommerce/payment-gateway/class-sv-wc-payment-gateway-direct.php(384): WooCommerce\Square\Gateway->do_transaction(Object(Automattic\WooCommerce\Admin\Overrides\Order))
    #2 /home4/jack/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(971): SkyVerge\WooCommerce\PluginFramework\v5_4_0\SV_WC_Payment_Gateway_Direct->process_payment(10024)
    #3 /home4/jack/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(1186): WC_Checkout->process_order_payment(10024, 'square_credit_c...')
    #4 /home4/jack/public_htm in /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API.php on line 335

    Thank you for your help.

    Alexlobanov, are you still having the issue? I ask because I am about to install woocommerce for square for the functionality of processing payments only from my woocommerce shopping cart. I do not plan on doing any other syncing. Please let me know so as to avoid issues with this plugin and go a different route for my payment gateway.

    Timothy-Mia/FLA

    Thread Starter alexlobanov

    (@alexlobanov)

    Yes, I am still having issues, for a week now, on and off. Sometimes payment goes through with no issues and sometimes it does not. I am losing sales.
    Yesterday it was perfect, all sales went through, I assumed it was an issue with Square and they resolved it, but today its happening again.

    For example. These are my sales yesterday:

    https://i.ibb.co/j610Dk2/Capture1.jpg

    And this is today:

    https://i.ibb.co/NCMhNqV/Capture2.jpg

    Where it says “Pending Payment” is a lost sale, customers say that after they submit credit card info the website gets into loading loop and they never get charged.

    Hope this can get resolved, I have been used Square for a long time, no issues until this last week. I made no changes to website.

    Thank you.

    Alexlobanov,

    Well I just tested the woocommerce to square plugin and it has failed on all counts. Inventory syncing is none existing. I host with Bluehost and background processing is on. I run the test: https://yourdomainname.com/wp-admin/admin-ajax.php?action=wc_square_background_sync_test on my browser. When I am logged in it fails, but when I log off the site it is successful. I called Bluehost several times but I keep getting tech support outside of the country. They assure me that background processing is on and to troubleshoot the plugins. Well I turned everything off except for woocommerce and the woocommerce for square plugins, nothing, zip, nada, zero a total failure. This is my second go around with this plugin and I have dealt with woocommerce support, who points the finger at the hosting and square and with the square tech support, who point the finger at hosting and woocommerce. This is not a hosting issue, this is a woocommerce/square issue they don’t see eye to eye. So, I am setting up a different gateway for online and using square for in-person in between I am (finally found one) using a service that syncs both woocommerce and square to their inventory services. Shopventory is the service, and I will be setting up a trial with them tonight. I give up on the woocommerce for square plugin I am not going to waste another minute attempting to resolve an issue that they do not want to resolve and that is obvious, its been going on for years. I will post and let you know how the trial with Shopventory goes.

    Timothy
    Miami/FL

    Plugin Support tijosh a11n

    (@tijosh)

    Howdy @alexlobanov,

    As we haven’t received widespread reports of this problem and there’s an error logged, it sounds like there’s a plugin, theme, or other code on the site conflicting with the WooCommerce Square gateway. We’d recommend first updating the Square extension to the latest version (if it’s not already) and then performing a full conflict test to determine which of those is causing the problem.

    @tiro0153 If you don’t mind, please open a separate topic with any outstanding support questions you have so we can answer them in turn. Thanks!

    Thank for the offer to resolve the same issue on a separate ticket. I have performed all of the recommendations from woocommerce,square and my hosting company for the second time including the process of turning off all of my plugins then turning them back on one at a time to evaluate which plugin is conflicting. This problem is all over the net, we are not the only ones experiencing this issue. Again, thank you.

    Thread Starter alexlobanov

    (@alexlobanov)

    Today is a good day, all sales processing with no issues, I have no error messages in my log. Yesterday I did. I have latest version of all plug ins, same plug ins I had for years. Made no changes to website at all, yet today its working, yesterday it did not. What will be tomorrow, who knows. Would you disagree that if it was a conflict, it would conflict everyday, not some days?

    Plugin Support tijosh a11n

    (@tijosh)

    @tiro0153 It’s rare that problems have the same underlying cause, so we do approach them as separate issues. If you haven’t yet, you’re welcome to open a new ticket for the Square extension from your WooCommerce.com account.

    @alexlobanov It’s not a given that a conflict would present at all times, but most often that’s the case. If you haven’t yet, I suggest turning on logging for the WooCommerce Square gateway at WooCommerce > Settings > Payments > Square to capture the logs during any failed payment attempts. Similarly, you’re welcome to open a WooCommerce.com ticket and provide an admin login following our guide for us to take a closer look.

    • This reply was modified 1 year, 5 months ago by tijosh a11n. Reason: spelling
    Thread Starter alexlobanov

    (@alexlobanov)

    2021-04-26T02:47:50+00:00 CRITICAL Uncaught Error: Call to a member function getPayment() on null in /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API/Responses/Create_Payment.php:125
    Stack trace:
    #0 /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API/Responses/Create_Payment.php(85): WooCommerce\Square\Gateway\API\Responses\Create_Payment->get_payment()
    #1 /home4/jack/public_html/wp-content/plugins/woocommerce-square/vendor/skyverge/wc-plugin-framework/woocommerce/payment-gateway/class-sv-wc-payment-gateway-direct.php(753): WooCommerce\Square\Gateway\API\Responses\Create_Payment->get_transaction_id()
    #2 /home4/jack/public_html/wp-content/plugins/woocommerce-square/vendor/skyverge/wc-plugin-framework/woocommerce/payment-gateway/class-sv-wc-payment-gateway-direct.php(795): SkyVerge\WooCommerce\PluginFramework\v5_4_0\SV_WC_Payment_Gateway_Direct->do_credit_card_transaction(Object(Automattic\WooCommerce\Admin\Overrides\Order))
    #3 /home4/jack/public_html/wp-content/plugins/woocommerce in /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API/Responses/Create_Payment.php on line 125

    2021-04-26T06:26:01+00:00 CRITICAL Uncaught Error: Call to a member function getOrder() on null in /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API.php:335
    Stack trace:
    #0 /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway.php(339): WooCommerce\Square\Gateway\API->create_order(’80MHV5F6SPP7Q’, Object(Automattic\WooCommerce\Admin\Overrides\Order))
    #1 /home4/jack/public_html/wp-content/plugins/woocommerce-square/vendor/skyverge/wc-plugin-framework/woocommerce/payment-gateway/class-sv-wc-payment-gateway-direct.php(384): WooCommerce\Square\Gateway->do_transaction(Object(Automattic\WooCommerce\Admin\Overrides\Order))
    #2 /home4/jack/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(971): SkyVerge\WooCommerce\PluginFramework\v5_4_0\SV_WC_Payment_Gateway_Direct->process_payment(10304)
    #3 /home4/jack/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(1186): WC_Checkout->process_order_payment(10304, ‘square_credit_c…’)
    #4 /home4/jack/public_htm in /home4/jack/public_html/wp-content/plugins/woocommerce-square/includes/Gateway/API.php on line 335

    I get the above error log every time the payment does not go through and it shows “Pending payment” in the Orders section. This has been going on for two weeks now, on and off, some payment go through with no issues, some do not. I tried disabling all plug ins except for Woocommerce and Square, made no difference. Can someone please help?

    Plugin Support Gui A. a11n

    (@guicmazeredo)

    Hi @alexlobanov ! Thanks for sending the fatal errors you are getting.

    Can you also send a copy of your site’s System Status, please? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.  Once you’ve done that, paste it here in your response.

    • This reply was modified 1 year, 5 months ago by Gui A. a11n.
    • This reply was modified 1 year, 5 months ago by Gui A. a11n.
    Thread Starter alexlobanov

    (@alexlobanov)

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    Generated at: 2021-04-26 19:34:27 -04:00
    `

    • This reply was modified 1 year, 5 months ago by alexlobanov.
    Plugin Support kellymetal a11n

    (@kellymetal)

    Hi there @alexlobanov,

    Thank you very much for sending over that Status Report. I see that your database version is on WC Database Version: 5.3.0 (which is currently only available as a beta and release candidate) while the plugin version is at WC Version: 5.2.2. Also you have the Rollback and Downgrade plugins installed. Have you been changing between core WooCommerce versions while troubleshooting this issue?

    Also, I see that you are currently using a custom “Easy Store” theme at the moment. I understand you tried conflict testing by deactivating plugins, however often CRITICAL errors like the one you are seeing can be caused by custom functions in theme code as well.

    As next steps, I would recommend the following:

    1. Set up a staging site where you can do additional troubleshooting without affecting your live site. If you don’t have one already, your hosting company might offer one as part of your package. Alternatively, you can use a free plugin like https://wordpress.org/plugins/wp-staging/
    2. Switch the Square payment gateway into sandbox mode so you can place test orders without spending real money. There’s info about doing that here: https://docs.woocommerce.com/document/woocommerce-square/#section-6
    3. Place several test orders on the staging site to see if you are still able to reproduce the error. If so, then…
    4. Deactivate all plugins aside from WooCommerce and Square, and switch the theme back to the default Storefront theme. Then place several test orders to see if the issue still occurs.
    5. If the issue no longer occurs, then switch the theme back and test to see if the issue occurs. If not, then reactivate plugins and test to see if it still occurs.

    If you are still having issues with only WooCommerce and Square active, while switched to the Storefront theme, then please log into your WooCommerce.com account and open a ticket on our support page here so we can take a closer look: https://woocommerce.com/my-account/create-a-ticket/?form=ticket

    Please let me know if you have any questions. Thank you!

    Thread Starter alexlobanov

    (@alexlobanov)

    Yes, I tried updating to beta WooCommerce and tried rolling back, same with Square app, made no difference. I switched to Sandbox mode, I disabled all plug ins, I switched to Storefront theme. All of this made no difference. Most payments are Pending, not going through, but occasionally it worked and payment accepted, this was the whole weekend.

    So I enabled all plugins, switched back to normal Theme and yesterday it was PERFECT. All payment went through did not lose a sale.

    But today, I see a few Pending Payments already, look like problem is back.

    Can someone suggest, what can it possible be that one day it works and the next it does not without making any changes?

    I thank you for your help and I already submitted ticket to Woocommerce.

    Plugin Support laceyrod a11n

    (@laceyrod)

    Automattic Happiness Engineer

    Hi @alexlobanov

    Thanks for your reply. I’m really sorry to hear of the frustrations this is causing!

    > Can someone suggest, what can it possible be that one day it works and the next it does not without making any changes?

    This is going to be difficult for us to say without further doing some testing on your staging site.

    > I thank you for your help and I already submitted ticket to Woocommerce.

    Thanks for taking that step! This will allow us to gather more details and perform some more in depth testing.

    I’m going to close out this forum thread now since we’ll be handling your case via our help desk, but please let us know if there’s anything else we can do.

    Cheers!

Viewing 15 replies - 1 through 15 (of 17 total)
  • The topic ‘Payment processing issues’ is closed to new replies.