Title: Pre-order Duplicate Record Error Last modified: February 25, 2020 --- # Pre-order Duplicate Record Error * Resolved [mwenner](https://wordpress.org/support/users/mwenner/) * (@mwenner) * [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/) * We have a pre-order up in our store and have had many successful pre-orders but a handful of people have gotten errors such as “Code E00039 Message: A duplicate record with Id 1621160011 already exists.” If I look them up in the pre-order list, it shows the pre-orders as canceled. If I look up the order directly, there are two orders notes listed at the same time the order was attempted: 1. Pre- Order status changed from new to canceled., 2. Unpaid order canceled – time limit reached. Order status changed from Pending payment to Cancelled. * For one customer, he tried pre-ordering on 2/14 and then again on 2/21 and the same thing happened. Can you let us know what causes this and how to avoid this error in the future? Viewing 5 replies - 1 through 5 (of 5 total) * Plugin Support [Ross V. a11n](https://wordpress.org/support/users/rossviviano/) * (@rossviviano) * Automattic Happiness Engineer * [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/#post-12482635) * Hi there, * How are you adding this pre-order functionality to your site? Could you copy and paste your site’s system status report into this thread? You can get it from your dashboard by going to WooCommerce—> Status. * Best, * Ross * Thread Starter [mwenner](https://wordpress.org/support/users/mwenner/) * (@mwenner) * [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/#post-12482799) * WordPress environment WordPress address (URL): [https://mutts.com](https://mutts.com) Site address (URL): [https://mutts.com](https://mutts.com) WooCommerce version: 3.7.0 WooCommerce REST API package: 1.0.2 /srv/bindings/b082c896ca4445cba96d7b0e83e8ec08/ code/wp-content/plugins/woocommerce/packages/woocommerce-rest-api Log directory writable: /srv/bindings/b082c896ca4445cba96d7b0e83e8ec08/code/wp-content/uploads/ wc-logs/ WordPress version: 5.2.3 – There is a newer version of WordPress available( 5.3.2) WordPress multisite: – WordPress memory limit: 512 MB WordPress debug mode: – WordPress cron: Language: en_US External object cache: – Server environment Server info: nginx/1.8.1 PHP version: 7.2.28 PHP post 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Settings API enabled: Force SSL: Currency USD ($) Currency position left Thousand separator , Decimal separator . Number of decimals 2 Taxonomies: Product types bundle (bundle), external (external), grouped (grouped), mix and match (mix-and-match), pw gift card (pw-gift-card), 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-2 (rated-2-2), rated-3 (rated-3), rated-4 (rated-4), rated-5 (rated-5), visible (visible) Connected to WooCommerce. com: WooCommerce pages Shop base: #52810 – /shop-catalog/ Cart: #5 – /cart/ Checkout:# 6 – /checkout/ My account: #7 – /my-account/ Terms and conditions: #52739 – / help/ Theme Name: MUTTS – Storefront Child Version: 1.0.0 Author URL: [http://www.priworks.com](http://www.priworks.com) Child theme: Parent theme name: Storefront Parent theme version: 2.4.5 – 2.5.4 is available Parent theme author URL: [https://woocommerce.com/](https://woocommerce.com/) WooCommerce support: Templates Overrides muttsstore/woocommerce/archive-product. php, muttsstore/woocommerce/cart/cart-empty.php version 3.1.0 is out of date. The core version is 3.5.0, muttsstore/woocommerce/cart/cart.php version 3.4.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/cart/cart-shipping. php version 3.2.0 is out of date. The core version is 3.6.0, muttsstore/woocommerce/ cart/cart-totals.php, muttsstore/woocommerce/cart/mini-cart.php version 3.5.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/cart/proceed- to-checkout-button.php, muttsstore/woocommerce/cart/shipping-calculator.php version 3.4.0 is out of date. The core version is 3.5.0, muttsstore/woocommerce/checkout/ form-billing.php version 3.0.9 is out of date. The core version is 3.6.0, muttsstore/ woocommerce/checkout/form-checkout.php version 2.3.0 is out of date. The core version is 3.5.0, muttsstore/woocommerce/checkout/form-coupon.php version 3.4.0 is out of date. The core version is 3.4.4, muttsstore/woocommerce/checkout/form- login.php, muttsstore/woocommerce/checkout/form-shipping.php version 3.0.9 is out of date. The core version is 3.6.0, muttsstore/woocommerce/checkout/thankyou. php version 3.2.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/ content-product.php version 3.4.0 is out of date. The core version is 3.6.0, muttsstore/woocommerce/content-single-product.php version 3.4.0 is out of date. The core version is 3.6.0, muttsstore/woocommerce/emails/customer-completed-order. php version 2.5.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/ emails/customer-new-account.php version 1.6.4 is out of date. The core version is 3.7.0, muttsstore/woocommerce/emails/customer-note.php version 2.5.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/emails/customer-processing- order.php version 2.5.0 is out of date. The core version is 3.7.0, muttsstore/ woocommerce/emails/customer-refunded-order.php version 2.5.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/emails/customer-reset-password. php version 2.0.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/ emails/email-addresses.php version 3.2.1 is out of date. The core version is 3.5.4, muttsstore/woocommerce/emails/email-customer-details.php, muttsstore/woocommerce/ emails/email-footer.php version 2.3.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/emails/email-header.php, muttsstore/woocommerce/emails/ email-order-details.php version 3.3.1 is out of date. The core version is 3.7.0, muttsstore/woocommerce/emails/email-order-items.php version 3.4.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/emails/email-styles.php, muttsstore/ woocommerce/global/quantity-input.php version 3.4.0 is out of date. The core version is 3.6.0, muttsstore/woocommerce/loop/no-products-found.php, muttsstore/ woocommerce/loop/price.php, muttsstore/woocommerce/loop/sale-flash.php, muttsstore/ woocommerce/myaccount/dashboard.php, muttsstore/woocommerce/myaccount/form-edit- account.php version 3.4.0 is out of date. The core version is 3.5.0, muttsstore/ woocommerce/myaccount/form-edit-address.php version 3.4.0 is out of date. The core version is 3.6.0, muttsstore/woocommerce/myaccount/form-login.php version 3.4.0 is out of date. The core version is 3.6.0, muttsstore/woocommerce/myaccount/ form-lost-password.php version 3.4.0 is out of date. The core version is 3.5.2, muttsstore/woocommerce/myaccount/my-account.php version 2.6.0 is out of date. The core version is 3.5.0, muttsstore/woocommerce/myaccount/my-address.php, muttsstore/ woocommerce/myaccount/my-orders.php, muttsstore/woocommerce/myaccount/navigation. php, muttsstore/woocommerce/myaccount/orders.php version 3.2.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/notices/error.php version 3.3.0 is out of date. The core version is 3.5.0, muttsstore/woocommerce/notices/notice. php version 1.6.4 is out of date. The core version is 3.5.0, muttsstore/woocommerce/ notices/success.php version 3.3.0 is out of date. The core version is 3.5.0, muttsstore/woocommerce/order/order-details-customer.php version 3.3.0 is out of date. The core version is 3.4.4, muttsstore/woocommerce/order/order-details. php version 3.3.0 is out of date. The core version is 3.7.0, muttsstore/woocommerce/ product-searchform.php, muttsstore/woocommerce/single-product/add-to-cart/external. php, muttsstore/woocommerce/single-product/add-to-cart/grouped.php, muttsstore/ woocommerce/single-product/add-to-cart/simple.php, muttsstore/woocommerce/single- product/add-to-cart/variable.php version 3.4.1 is out of date. The core version is 3.5.5, muttsstore/woocommerce/single-product/add-to-cart/variation-add-to- cart-button.php, muttsstore/woocommerce/single-product/add-to-cart/variation. php, muttsstore/woocommerce/single-product/meta.php, muttsstore/woocommerce/single- product/price.php, muttsstore/woocommerce/single-product/product-image.php version 3.3.2 is out of date. The core version is 3.5.1, muttsstore/woocommerce/single- product/rating.php version 3.1.0 is out of date. The core version is 3.6.0, muttsstore/ woocommerce/single-product/related.php, muttsstore/woocommerce/single-product/ tabs/description.php, muttsstore/woocommerce/single-product/up-sells.php, muttsstore/ woocommerce/single-product.php, muttsstore/woocommerce/single-product-reviews. php version 3.2.0 is out of date. The core version is 3.6.0 Outdated templates: Learn how to update WooCommerce Google Product Feed fields Availability Defaults to “in stock”. Condition Defaults to “new”. Brand Defaults to “MUTTS”. Manufacturer Part Number (MPN) Product Type Google Product Category Global Trade Item Number( GTIN) Pre-populates from “”. Size system Identifier exists flag WooCommerce Google Product Feed options Include variations in feed Enabled Send item_group_id No Mix and Match Products Template Overrides: – Product Bundles Database version: 5.7.11 Template overrides: muttsstore/woocommerce/single-product/add-to-cart/ bundle-button.php, muttsstore/woocommerce/single-product/bundled-item-image.php version 4.10.2 (out of date) Authorize.Net CIM Environment: Production Tokenization Enabled: ✔ Debug Mode: Off Webhooks Enabled: No signature key configured Action Scheduler Action Status Count Oldest Scheduled Date Newest Scheduled Date Complete 460 2020-01-26 09:58:49 -0500 2020-02-26 03:23:49 -0500 Pending 0 – – Canceled 0 – – In-progress 0 – – Failed 577 2019-09-25 08:20:10 -0400 2019-12-06 15:38: 46 -0500 * Plugin Support [Ross V. a11n](https://wordpress.org/support/users/rossviviano/) * (@rossviviano) * Automattic Happiness Engineer * [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/#post-12482829) * Hi again, * Thanks for the system status report. Looking it over, it looks like you’re using the Pre-Orders Extension developed by us at WooCommerce.com. For this issue, please head to the following link and create a ticket with us: * [https://woocommerce.com/my-account/create-a-ticket/](https://woocommerce.com/my-account/create-a-ticket/) * To make things go smoothly, please be logged into the WooCommerce account that holds the license to the Pre-Orders extension (or provide us the order number). * Best, * Ross * Thread Starter [mwenner](https://wordpress.org/support/users/mwenner/) * (@mwenner) * [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/#post-12482841) * We do have the extension, and I had submitted a ticket but they sent me to the forums as we don’t have an active support subscription. * Plugin Support [Ross V. a11n](https://wordpress.org/support/users/rossviviano/) * (@rossviviano) * Automattic Happiness Engineer * [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/#post-12482853) * Hi again, * We aren’t able to troubleshoot this issue without a current license, so purchasing a new one would be best. * Ross Viewing 5 replies - 1 through 5 (of 5 total) The topic ‘Pre-order Duplicate Record Error’ 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/) * 5 replies * 2 participants * Last reply from: [Ross V. a11n](https://wordpress.org/support/users/rossviviano/) * Last activity: [6 years, 2 months ago](https://wordpress.org/support/topic/pre-order-duplicate-record-error/#post-12482853) * Status: resolved