Razorpay recurring payment failed

(@testmail9266)

Hello team,

We are using Razorpay for subscription payments. The initial payment is processed successfully without any issues. However, when the recurring payment is due, the payment gets cancelled or fails.

We have already contacted Razorpay support via chat and call. After reviewing the issue, Razorpay informed us that the recurring payment is failing from the WooCommerce side and advised us to contact WooCommerce support.

We have completed our WooCommerce-side investigation.
Environment:
WooCommerce: 10.7.0
WooCommerce Subscriptions: 8.2.1
Razorpay Payment Gateway: 4.8.5
Razorpay Subscriptions for WooCommerce: 2.4.2

Findings:
Webhook is enabled and reachable.
Renewal orders are created correctly.
Renewal invoices are generated in Razorpay.
Initial subscription payment succeeds.
Subscription IDs are successfully created in Razorpay.

Razorpay Response:

We investigated the failed renewal payment (pay_StIvcT0W8JRdCM) and found that it was caused by an automated action from your WooCommerce website, not a Razorpay system glitch.

Subscription Paused by Your Server: Our logs show your website sent a request to pause the subscription on May 25, 2026, at 16:57:03 IST using your live API key from IP 13.71.20.86.

Timing Mismatch: The renewal debit was scheduled for May 26 at 01:13:11 IST. Because your server paused the subscription hours before the debit could execute, the payment failed with a token status error.

Could you please investigate why the recurring subscription payments are not being processed successfully and help us resolve this issue?

Please let us know if you need any logs, screenshots, order details, or additional information from our side.

The page I need help with: [log in to see the link]

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

Plugin Support shahzeen(woo-hc)
(@shahzeenfarooq)

1 day, 3 hours ago

Hi @testmail9266!

Thank you for sharing the detailed investigation and the Razorpay response.

I understand the concern here, especially since the initial subscription payments are working correctly but the recurring payments are failing.

Based on the Razorpay response, it appears that the subscription was paused via an automated API request originating from your server before the renewal payment was processed. This indicates that something on your site (such as custom code, a scheduled action, or a third-party integration) is actively modifying the subscription status.

In this forum, we are able to assist with WooCommerce core functionality and general subscription behavior, however the issue you are describing involves a third-party payment gateway (Razorpay) and its subscription management logic, which falls outside our direct support scope.

Since this behavior involves subscription lifecycle changes and an external API request, we recommend the following next steps:

Could you please create a ticket on the WooCommerce Subscriptions support forum here: https://woocommerce.com/contact-us/

The WooCommerce Subscriptions support team will be able to review this in detail and guide you accordingly.

Thank you for your cooperation and understanding.

Thread Starter testmail9266
(@testmail9266)

22 hours, 56 minutes ago

Hi,

Thank you for your response.

This issue is currently affecting our subscription renewals, and recurring payments are failing for customers. We would appreciate it if this could be investigated and resolved as soon as possible, as it is impacting the normal subscription payment process.

We have already checked with Razorpay, and they have directed us to WooCommerce for further investigation. Please let us know if you need any additional logs, screenshots, or details from our side.

We look forward to your assistance in resolving this issue at the earliest.

Thank you.

Plugin Support Frank Remmy (woo-hc)
(@frankremmy)

22 hours, 43 minutes ago

Hi @testmail9266,

I understand the urgency, recurring payments failing for live customers is a real problem, and I appreciate you sharing Razorpay’s detailed findings.

Since this involves WooCommerce Subscriptions, which is a premium extension, this falls outside what we’re able to fully investigate here on the free WordPress.org forum (this forum covers WooCommerce core and free extensions). For paid extensions, our Happiness Engineers can take a closer, dedicated look at your specific account and logs through a support ticket.

Could you please open a ticket through your WooCommerce.com account so the team can dig into this properly? Bringing along the details you’ve already shared (the Razorpay findings, the pause timestamp, and the subscription/order IDs) will help speed things up once you’re there.

I hope that helps. Let us know if you need anything else.

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

You must be logged in to reply to this topic.