Problem with payment appeared suddenly

  • Resolved Alexandre Gaboriau

    (@mcurly)


    2 years, 11 months ago

    Hello,

    I got a problem: one of my customers can not pay in my store. I use the stripe plugin on WooCommerce. Then I tried to pay with the “test mode”, and I got this error: “payment_intent_incompatible_payment_method”.

    I asked Stripe Support Friday but they can not help. They told me I have to “choose to charge a customer”.
    After that, they checked what kind of problem the real customer (not my test) had and they said “he had an issue creating the payment because WooCommerce sent an unknown Parameter Level 3”.
    This issue should have been resolved with the latest Stripe version, but the problem is that I already have the latest version.

    Then, they said that the problem comes from WooCommerce, and I should
    contact them because their plugin has a problem (I have some doubts about that).

    This is my setup :
    WooCommerce version :5.3.0 (latest)
    WooCommerce Stripe Payment Gateway : 5.1.0 (latest)
    PHP version : 7.3

    I had to disable payments with cards right now in the shop because of this problem.
    Could you help me please?

    Thanks a lot.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support melinda a11n

    (@melindahelt)

    Automattic Happiness Engineer

    2 years, 11 months ago

    Hi there!

    We’ll need to take a closer look at your status report as well as your log file via ticket.

    Please turn on Stripe logging by going to WooCommerce > Settings > Payments > Stripe and check the box for debug log. Then make an order on your site.

    Please include the log file (which you can find at WooCommerce > Status > Logs tab and look for Stripe in the dropdown to the right) and status report with the ticket.

    Please contact us at <a href="https://woocommerce.com/my-account/create-a-ticket/?form=ticket">WooCommerce.com > My Account > Support</a>. 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. 

We will be able to help you further there.
    Thread Starter Alexandre Gaboriau

    (@mcurly)

    2 years, 11 months ago

    Hi Melinda,

    So I enabled logs, and I tried to make an order, but with my personal account, the order has passed successfully.

    I can send the log file but there will be only a successful order right now.

    So I don’t know why this specific customer could not make the order. I let the logs enabled and if another customer has a problem, I’ll re-open a ticket with logs.

    Thanks.

    Plugin Support Saravanan S, a11n

    (@simplysaru)

    2 years, 11 months ago

    Hi @mcurly

    So I don’t know why this specific customer could not make the order. I let the logs enabled and if another customer has a problem, I’ll re-open a ticket with logs.

    Thanks for keeping us posted. We will mark this thread as resolved. Please do send in a ticket with the logs if you run into any errors.

Viewing 3 replies - 1 through 3 (of 3 total)
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