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Payment Gateway Error Message - by sswanson

This topic has 24 replies, 2 voices, and was last updated 8 years, 2 months ago ago by Eva Kemp

sswanson

Participant

August 30, 2016 at 19:57

Customers are receiving an error message at checkout when paying by credit card. The message says “We are unable to process your order, please try again.

We have tested several different payment gateway options (woocommerce square, paypal, simplify) but the issue does not appear to be the plugin. We are wondering if it might be related to our theme.

We are currently using Classico v1.7.1. I see that an update is available for our theme, but I cannot locate the updated version for installation.

Any suggestions are greatly appreciated.

#138369 Copied Theme version: Classico 1.7.1 WooCommerce version: 2.6.4

23 Answers

sswanson

Participant

August 31, 2016 at 00:54

An update since my last post. We were able to download the zip file for the theme update (v1.7.2), but we are not able to upload it within the Dashboard.

The documentation says to go to go to “8theme Options > Update theme and Upload Classico_Theme_v.x.x.zip file and hit Update theme button”. We do not see the option for “8theme Options > Update theme” in our dashboard.

#138377 Copied Theme version: 1.7.1 WooCommerce version: 2.6.4

Eva Kemp

Support staff

August 31, 2016 at 09:23

Hello,

We recommend to update the theme via FTP https://www.8theme.com/demo/docs/classico/#theme_installation_and_upgrade (“2.3. Theme Upgrade”).
Also check if the issue persists only with our theme or default Woocommerce theme Storefront too https://woocommerce.com/storefront/ .

Regards,
Eva Kemp.

#138407 Copied

sswanson

Participant

September 13, 2016 at 20:47

Hi Eva,

After our last exchange, I updated to the latest theme version and thought that the payment gateway issue was resolved. However, we noticed error messages again today.

I ran numerous tests on both the Classico theme and the WooCommerce Storefront theme. So far, I am only receiving the error messages on the Classico theme. I ran a combination of tests (logged in vs. logged out; check vs. credit card; square vs. paypal) and the error report was inconsistent. If I had to guess, I would say the message appeared ~30% of the time.

Below are screenshots of the two different error messages I have received. I look forward to hearing your suggestions.

http://imgur.com/a/7xZz7

Thanks,
Shelley

#139628 Copied

Eva Kemp

Support staff

September 14, 2016 at 10:46

Hello,

I checked the Checkout page and order was received successfully:
http://storage5.static.itmages.com/i/16/0914/h_1473846407_3280136_9333916ec1.png

Please specify how to replicate the issue.

Regards,
Eva Kemp.

#139666 Copied

sswanson

Participant

September 14, 2016 at 15:07

Hi Eva,

We ran dozens of tests yesterday and the error message is inconsistent. It appears roughly 30% of the time. The other 70% of the transactions are successfully processed with no errors.

I have included yesterday’s log report from Square for your review.

Thanks,
Shelley

Please, contact administrator
for this information.

#139706 Copied

Eva Kemp

Support staff

September 15, 2016 at 08:59

Hello,

Sorry, but payment methods are related to Woocommerce.
You should contact their support.
Also refer to these articles:
https://wordpress.org/support/topic/woocommerce-square-extension/
https://www.sellercommunity.com/t5/Troubleshooting/Resource-Not-Found-while-trying-to-process-a-simple-payment/td-p/8187

Regards,
Eva Kemp.

#139747 Copied

sswanson

Participant

September 27, 2016 at 01:40

Over the past several weeks we have run multiple tests and have concluded that the issue is not related to WooCommerce. We are able to accept credit card payments on all of our other themes (Virtue and Storefront, among others) but payments are being blocked when Classico is installed.

I have spent countless hours installing, customizing and optimizing our new Classico theme, but now we cannot use it since payments are being rejected.

I desperately need you to identify a fix for this issue. We love the Classico theme, but the payment gateway error is completely unacceptable. If you are not able to help us fix the issue, we will have to find a new theme (which I sincerely hope is not the case).

Thank you in advance.

#140816 Copied

Eva Kemp

Support staff

September 27, 2016 at 10:46

Hello,

Have you read this article https://www.sellercommunity.com/t5/Troubleshooting/Resource-Not-Found-while-trying-to-process-a-simple-payment/td-p/8187 ?
We recommend you to contact Square support as our theme doesn’t have any payment configurations, show them error log to investigate this issue.

Regards,
Eva Kemp.

#140854 Copied

sswanson

Participant

September 27, 2016 at 16:39

We contacted Square and ran numerous scenarios, testing all of our plugins against various themes. After thorough testing, we have concluded that the issue is related to the Classico theme. Below is detailed information regarding the testing.

The Square developer we spoke with received the following error message. http://cld.wthms.co/Awu3/4QV5L6Rf

He recommended we disable all plugins excluding Woocommerce and Square, and activate the storefront theme. After doing so, both Square and Simplify payment gateways accepted credit card transactions without any errors. We retested with all plugins active on the Storefront theme and, again, both Square and Simplify payment gateways work fine.

We changed the theme to Classico with only Woocommerce and Square plugin active and we received error messages from both payment gateways. Below are the error messages we received when checking out by credit card.

—Square Error: Square was unable to complete the transaction. Please try again later or use another means of payment.
—Simplify Error processing checkout. Please try again.

Please, contact administrator
for this information.

#140894 Copied Theme version: 1.7.2

Eva Kemp

Support staff

September 27, 2016 at 17:43

Hello,

As Square is a 3rd-party plugin, its configuration isn’t included in our basic support scope.
Please contact our developers via this form https://www.8theme.com/customization-services/ and provide your credentials.

Regards,
Eva Kemp.

#140900 Copied

sswanson

Participant

September 27, 2016 at 18:12

Then what ecommerce plugins does this theme support?

And, by the way, I would have appreciated this answer a month ago when I opened the ticket.

#140904 Copied

Eva Kemp

Support staff

September 28, 2016 at 08:37

Hello,

We can’t test all plugins with the theme. As you know there is huge amount of them. A client can test a plugin himself.
Please contact our customization service for further help.

Thank you.
Regards,
Eva Kemp.

#140942 Copied

sswanson

Participant

September 28, 2016 at 09:20

I misspoke earlier. I should have asked which “payment gateway” options are compatible with Classico’s base theme.

Classico is advertised as the number 1 WordPress theme for WooCommerce, so imagine there are at least a couple of payment gateway option that would work with our current theme. We would like to find a solution that does not involve customizing the site.

#140948 Copied

Eva Kemp

Support staff

September 28, 2016 at 09:37

Hello,

You can try to use this plugin https://wordpress.org/plugins/stripe-for-woocommerce/ to take payments via credit card.

Regards,
Eva Kemp.

#140949 Copied

sswanson

Participant

September 28, 2016 at 13:05

Okay, thank you.

#140965 Copied

Eva Kemp

Support staff

September 28, 2016 at 13:51

Hello,

You’re welcome.

Regards,
Eva Kemp.

#140967 Copied

sswanson

Participant

September 28, 2016 at 17:33

Hi Eva,

We installed the Stripe for WooCommerce plugin and tested it using several scenarios. Unfortunately we received the same error message using Stripe. We deactivated all other plugins (except Stripe) and the error message persists. When we activated the Storefront theme and Stripe, the error disappeared and credit cards were processed without any issues.

I am at a loss. Our payment gateway error definitely appears to be related to the EightTheme template. Below are the error reports from our testing. I also included an FAQ from Stripe’s page which suggests that there could be a JavaScript error or conflict in our theme. We have not customized the theme (which we just installed two months ago), so we are looking to EightTheme for guidance. Classico is advertised as a popular e-commerce website theme, so I hope you can guide us to a solution for this very critical payment gateway issue. (FYI, the EightTheme Customization Team denied our inquiry, saying there were too busy to assist.)

Error: Please enter your card details to make a payment. Developers: Please make sure that you are including jQuery and there are no JavaScript errors on the page.

FAQ on Stripe Plugin:
I get an error, “Please make sure your card details have been entered correctly and that your browser supports JavaScript.”
The solution is almost always a theme conflict. Try switching to the Twenty Fifteen theme to see if the issue disappears. If so, you likely have a JavaScript error or conflict in your theme. Try to find the JavaScript error or switch to a higher quality theme.

#140997 Copied

sswanson

Participant

September 28, 2016 at 18:49

A quick update. The earlier tests were using a different WooCommerce plugin (https://woocommerce.com/products/stripe/).

We tested again using the plugin you suggested (https://wordpress.org/plugins/stripe-for-woocommerce/) and we got the following error messages. We tested this using multiple cards, but continued to receive the error message.

• Credit Card Number is a required field.
• Credit Card Expiration is a required field.
• Credit Card CVC is a required field.

#141008 Copied

Eva Kemp

Support staff

September 29, 2016 at 10:08

Hello,

This is a known problem. Please read here:
https://wordpress.org/support/topic/woocommerce-error-credit-card-number-is-a-required-field/
https://wordpress.org/support/topic/stripe-for-woocommerce-not-passing-on-to-stipe-urgent/

Regards,
Eva Kemp.

#141061 Copied

sswanson

Participant

September 29, 2016 at 13:59

Did you see my message (#140997) from 5:33pm yesterday? We installed the latest WooCommerce Stripe plugin, but unfortunately the error message persists.

We are confident that the payment gateway error is related to the Classico theme, but I need your assistance identifying the exact issue.

This is urgent. We need EightTheme to provide technical support for its own theme.

#141084 Copied

Eva Kemp

Support staff

September 30, 2016 at 12:10

Hello,

Could you please check the issue with Storefront theme (default Woocommerce theme)? Show us a screenshot if it works there. Also send us the data we need to enter for credit card to check the issue.

Regards,
Eva Kemp.

#141191 Copied

sswanson

Participant

October 3, 2016 at 16:04

Hi Eva,

I just noticed that my reply did not go through last week, so I’m resending my email.

Thanks for offering to trouble shoot the error. Before we noticed your reply, we hired a programmer to review the payment gateway error. The programmer discovered that the issue is related to the Classico theme. Good news, he was able to fix the issue for us. Below are his notes, in case they are helpful to the EightTheme team.

Programmer’s Notes:
In the theme folder there is a wocoommerce folder -> checkout, and in the checkout folder there are three files ..

1. form-shipping.php
2. form-checkout.php
3. form-billing.php

I edited the form-checkout.php files because it had some classes and code missing. I also renamed the form-billing.php file to form-billing.php-old because that is not needed on the checkout page. Without this, the checkout page is working fine. (This means we disabled the file to load and the website will load the file from woocommerce plugin directory.)

#141383 Copied

Eva Kemp

Support staff

October 3, 2016 at 18:15

Hello,

Thank you for notification. We’re glad you’ve found the solution.
We’ll forward your reply to our developers to fix that issue in the next update.

Regards,
Eva Kemp.

#141402 Copied
Tagged: best selling, error message, payment gateway, secure payments, themes, woocommerce
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