Unable to process at this time error

  • Resolved spingary

    (@spingary)


    6 years, 9 months ago

    Hello, our WooCommerce/Stripe payments stopped working correctly a few days ago. When someone makes a purchase and checkout, there is a long wait and then this message pops up: “Sorry, we are unable to process your payment at this time. Please retry later.” (https://sg.d.pr/Rwq4EG)

    But the order actually went through even though the error is shown. But it looks like each order produces another FAILED order: https://sg.d.pr/M3Kv1r

    On Stripe dashboard logs, I see lots of 400 errors: https://sg.d.pr/p2PT3A
    Those 400 errors all have this response: https://sg.d.pr/Q6EjjN
    “The provided source has already been used to make another payment. You cannot reuse sources without attaching them to a Customer object first.”

    Here is the Stripe log for the last order I tried to place: https://gist.github.com/spingary/3e695e3b19f1f3e5aa4b731dd9cd97f9

    WooCommerce 3.6.5
    WooCommerce Services 1.21.0
    WooCommerce Stripe Gateway: 4.2.2

    Thank you for any help you can provide.

    Gary W

Viewing 6 replies - 1 through 6 (of 6 total)
  • bluepointdigital

    (@bluepointdigital)

    6 years, 9 months ago

    I am having almost the exact same issue!

    I have disabled everything except for Woocommerce and Stripe. I have reverted to the 2019 theme and tested with 2 different cards.

    I ALWAYS get the “Sorry, we are unable to process your payment at this time. Please retry later” error.

    Some orders were randomly making it to stripe and being authorized, however, no payment details were recorded in WP and it does not show the ability to capture payment. Now orders are not even making it to the wordpress admin (last night, they were) but now they don’t even appear in the wordpress admin or the stripe dashboard

    We need a solution here ASAP please.

    javierdemuga

    (@javierdemuga)

    6 years, 9 months ago

    I have the exactly same issue, many customers trying to pay twice because they receive an error from Stripe, this is happening since 2-3 days.

    Thread Starter spingary

    (@spingary)

    6 years, 9 months ago

    Just a bit more info as I wait for someone to hopefully look into this: this happens for both Stripe Test transactions and Live transactions.

    Thomas Shellberg

    (@shellbeezy)

    Automattic Happiness Engineer

    6 years, 9 months ago

    Hi @spingary,

    I would really recommend cleaning up/removing the log file you posted as it has identifiable information in there.

    I think this will require some more in-depth troubleshooting than is possible here. I’m not able to reproduce these errors, so we would need to know exact steps to replicate this.

    Please contact us at WooCommerce.com > My Account > Tickets. 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 spingary

    (@spingary)

    6 years, 9 months ago

    Thanks, Thomas! There was really nothing on that log that was harmful but I removed it anyway.

    I hunted the problem down to this:

    1. 1. Tribe’s Event Tickets and Event Tickets Pro plugins running. (The site is selling event tickets.)
    2. 2. Breeze performance plugin running with Auto Purge Varnish checked: https://sg.d.pr/fUhHwC

    If these 2 conditions are met, then the purchase process takes 20+ seconds and then sometimes it would come back successful, and sometimes it would fail and multiple 400 errors are seen on Stripe.

    If I turned off the Event Tickets plugins OR if I leave off Breeze Auto Purge Varnish, then the process takes 5 seconds and successful every time.

    I am going to open a ticket with Tribe folks first to see if they can help.

    Hopefully this may help others.

    Thomas Shellberg

    (@shellbeezy)

    Automattic Happiness Engineer

    6 years, 9 months ago

    Hey @spingary,

    Nice troubleshooting here, and thanks so much for documenting what you’ve done thus far. It may help someone in the future.

Viewing 6 replies - 1 through 6 (of 6 total)

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