Support » Plugin: WooCommerce Payments » Woocommerce Disconnected and now missing payments

  • Resolved collinsayre

    (@collinsayre)


    Hello, we had an incident where our woocommerce was disable temporary on our live site. We have some orders come through and the customers were charged previously to woocommerce being disabled. When we reconnected it and got it back online we noticed that in the payments tab all the previous money in there was now gone. I can confirm that the customers card were charged but how would we get that money back?

    We had everything set up and were taking in payments, we just had a temporary hold on deposits but we had about 7 orders and saw the money in the payments tab. Then Woocommerce got disconnected and when we got it connected again everything was the same but we were just missing the money in the payments tab.

    `### WordPress Environment ###

    WordPress address (URL): https://propsluggage.com
    Site address (URL): https://propsluggage.com
    WC Version: 6.6.1
    REST API Version: ✔ 6.6.1
    WC Blocks Version: ✔ 7.6.2
    Action Scheduler Version: ✔ 3.4.0
    Log Directory Writable: ✔
    WP Version: 6.0
    WP Multisite: –
    WP Memory Limit: 768 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    PHP Version: 7.4.30
    PHP Post Max Size: 256 MB
    PHP Time Limit: 120
    PHP Max Input Vars: 3000
    cURL Version: 7.66.0
    OpenSSL/1.1.1n-fips

    SUHOSIN Installed: –
    MySQL Version: 5.7.32-35-log
    Max Upload Size: 256 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    WC Database Version: 6.6.1
    WC Database Prefix: qch_
    Total Database Size: 30.55MB
    Database Data Size: 28.10MB
    Database Index Size: 2.45MB
    qch_woocommerce_sessions: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
    qch_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    qch_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_woocommerce_order_itemmeta: Data: 0.08MB + Index: 0.03MB + Engine InnoDB
    qch_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    qch_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    qch_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    qch_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_actionscheduler_actions: Data: 0.08MB + Index: 0.11MB + Engine InnoDB
    qch_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_actionscheduler_groups: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_actionscheduler_logs: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
    qch_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
    qch_frmt_form_entry: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    qch_frmt_form_entry_meta: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    qch_frmt_form_views: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    qch_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_options: Data: 4.44MB + Index: 0.16MB + Engine InnoDB
    qch_postmeta: Data: 1.52MB + Index: 0.34MB + Engine InnoDB
    qch_posts: Data: 20.52MB + Index: 0.25MB + Engine InnoDB
    qch_sgs_log_events: Data: 0.09MB + Index: 0.00MB + Engine InnoDB
    qch_sgs_log_visitors: Data: 0.06MB + Index: 0.00MB + Engine InnoDB
    qch_termmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_usermeta: Data: 0.08MB + Index: 0.03MB + Engine InnoDB
    qch_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    qch_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
    qch_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    qch_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
    qch_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    qch_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
    qch_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
    qch_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_yoast_indexable: Data: 0.16MB + Index: 0.09MB + Engine InnoDB
    qch_yoast_indexable_hierarchy: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
    qch_yoast_migrations: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
    qch_yoast_primary_term: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
    qch_yoast_seo_links: Data: 0.02MB + Index: 0.03MB + Engine InnoDB

    ### Post Type Counts ###

    attachment: 167
    custom_css: 1
    customize_changeset: 6
    et_body_layout: 91
    et_footer_layout: 9
    et_pb_layout: 21
    et_template: 103
    et_theme_builder: 1
    forminator_forms: 2
    nav_menu_item: 5
    page: 16
    post: 2
    product: 2
    product_variation: 8
    revision: 598
    shop_coupon: 2
    shop_order: 19
    wp_global_styles: 1

    ### Security ###

    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔

    ### Active Plugins (13) ###

    Divi Image Hover: by Divizoom – 2.0.2
    Forminator: by WPMU DEV – 1.16.2
    Insert Headers and Footers: by WPBeginner – 1.6.2
    Jetpack: by Automattic – 11.0
    SiteGround Optimizer: by SiteGround – 7.1.5
    SiteGround Security: by SiteGround – 1.2.9
    Divi Supreme Pro: by Divi Supreme – 4.8.57
    Additional Variation Images Gallery for WooCommerce: by Emran Ahmed – 1.3.5
    Variation Swatches for WooCommerce: by Emran Ahmed – 2.0.2
    WooCommerce Payments: by Automattic – 4.3.0
    WooCommerce Shipping & Tax: by WooCommerce – 1.26.1
    WooCommerce: by Automattic – 6.6.1
    Yoast SEO: by Team Yoast – 19.1

    ### Inactive Plugins (4) ###

    CartFlows: by CartFlows Inc – 1.9.2
    Custom Product Tabs for WooCommerce: by YIKES
    Inc. – 1.7.7

    SiteGround Central: by SiteGround – 2.0.4
    UpdraftPlus – Backup/Restore: by UpdraftPlus.Com
    DavidAnderson – 1.22.12

    ### Settings ###

    API Enabled: –
    Force SSL: –
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    subscription (subscription)
    variable (variable)
    variable subscription (variable-subscription)

    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-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: –
    Enforce Approved Product Download Directories: –

    ### WC Pages ###

    Shop base: #239723 – /shop/
    Cart: #239724 – /cart/
    Checkout: #239725 – /checkout/
    My account: #239726 – /my-account/
    Terms and conditions: ❌ Page not set

    ### Theme ###

    Name: Divi
    Version: 4.17.4
    Author URL: http://www.elegantthemes.com
    Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
    WooCommerce Support: ✔

    ### Templates ###

    Overrides: /home/customer/www/propsluggage.com/public_html/wp-content/plugins/woo-variation-gallery/templates/product-images.php
    /home/customer/www/propsluggage.com/public_html/wp-content/plugins/woo-variation-gallery/templates/product-thumbnails.php

    ### Subscriptions ###

    WCS_DEBUG: ✔ No
    Subscriptions Mode: ✔ Live
    Subscriptions Live URL: https://propsluggage.com
    Subscription Statuses: –
    WooCommerce Account Connected: ❌ No

    ### Store Setup ###

    Country / State: United States (US) — Illinois

    ### Payment Gateway Support ###

    WooCommerce Payments: products
    refunds
    multiple_subscriptions
    subscription_cancellation
    subscription_payment_method_change_admin
    subscription_payment_method_change_customer
    subscription_payment_method_change
    subscription_reactivation
    subscription_suspension
    subscriptions
    gateway_scheduled_payments
    tokenization
    add_payment_method

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    coupons
    customer-effort-score-tracks
    experimental-products-task
    experimental-import-products-task
    experimental-fashion-sample-products
    homescreen
    marketing
    mobile-app-banner
    navigation
    onboarding
    onboarding-tasks
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    wc-pay-promotion
    wc-pay-welcome-page
    wc-pay-subscriptions-page

    Disabled Features: minified-js
    settings

    Daily Cron: ✔ Next scheduled: 2022-06-24 19:44:43 +00:00
    Options: ✔
    Notes: 42
    Onboarding: completed

    ### WooCommerce Payments ###

    Version: 4.3.0
    Connected to WPCOM: Yes
    Blog ID: 208161965
    Account ID: acct_1LCuOL2EoDP5U3e1

    ### Action Scheduler ###

    Complete: 221
    Oldest: 2022-05-25 11:49:14 +0000
    Newest: 2022-06-24 08:15:36 +0000

    Pending: 1
    Oldest: 2022-06-25 08:15:36 +0000
    Newest: 2022-06-25 08:15:36 +0000

    ### Status report information ###

    Generated at: 2022-06-24 15:22:44 +00:00

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

Viewing 1 replies (of 1 total)
  • Plugin Support Daniyal Ahmed (a11n)

    (@daniyalahmedk)

    Hi there,

    Thanks for reaching out.

    I can see how frustrating it could be. Please contact 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.

    We will be able to help you further there.

    Best,

Viewing 1 replies (of 1 total)
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