Payment Gateway Error Message - by sswanson

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.

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

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

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.

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.

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.

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.

Okay, thank you.

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.