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Which version of the order management addon are you currently using?
Which version of PHP is your server using?
Are you using the variation configuration addon? If you are then can you please temporarily deactivate that addon then do a test and let me know if the result is the same or different?
Also, please share the content of the log file so I can take a look at it see if the processing is getting stuck somewhere. You can also use the contact option on the site to get in touch (if you want to share the log file privately).
If the debug log file is empty after a transaction, it means our plugin is not receiving the payment notification from the payment gateway (in this case Stripe). So we have to look at what setup configuration is missing for Stripe. It is likely that you haven’t setup the Stripe webhooks according our following documentation. Can you please double check this and let me know if you have setup the webhooks (step 9 in the following setup document)?
If you have setup the webhooks, then it could be that there is a firewall or security setup on the server that is blocking the webhook information that Stripe is sending to our plugin. Some firewall or security plugins will accidentally block Stripe notifications. So it is a good idea to do the following and do a test:
Also, post a URL to the page that contains the payment button so I can inspect a few things using my browser.
In your email, you mentioned that you amended an existing subscription payment button temporarily and changed the pricing on it. That can cause this issue since for some of those users/members, the payment verification can fail. I will reply to you via email but I will also post an explanation of the issue here just in case you don’t receive the email:
Changing an existing subscription button on the fly is not recommended since a subscription agreement has ongoing payments that can affect future incoming payment verifications if the existing product prices are altered. Let me give you a simple example to illustrate the issue. Let’s say you have a subscription payment button that charges $10 per month. A few users subscribe to that payment. Now, you alter that payment button/product and set the price to $20 per month. When a payment notification for a recurring payment (from a user who subscribed at the $10 price tag) comes in, the plugin will fail that verification since it expects that product/payment button’s amount to be $20. It will assume that somebody is trying to pay less than what the real price is (some people out there will try to do this so the plugin has a guard against it).
So when you want to offer a new/different subscription pricing option, do the following:
– Create a NEW payment button/product at the new price or offer.
– Edit the page containing the payment button.
– Replace the old button with the new button so the new users interact with the new button.
– You can replace the button again if you want at a later time.The payment from old users will continue to be processed correctly since you didn’t alter that payment pricing.
At the moment it looks like the “open checkout in a new window” option is enabled. That option could be having an issue in Safari browser with the ajax request. The Ajax request is needed for the collect customer input addon.
Uncheck the following checkbox from the Advanced settings menu of the plugin:
Open Checkout in a New WindowLet me know how it goes in safari browser after that.
There could be another plugin on this site with a JavaScript error that is breaking the functionality of the customer input addon. Can you please post a link to the page where I can go and add an item to the cart and view the cart? I can then inspect it from my browser and see if there are any JavaScript errors on the site.
You can look at the second shopping cart template option which doesn’t use any icons:
WP eStore – Shopping Cart Templates (Full Cart Display Options)
Also, just to be sure, load a fresh copy of the plugin before doing the test in an incognito window:
You are contacting us from the following email address:
Then when we hit reply to that email but you say you don’t get it. However, you again reply from that email and we get the email and reply to it. So if you are not getting the email. How come you reply back to it later?
See the attached screenshot. The highlight in blue shows where the email is coming from. We have already had 23 email conversation on that email tread.
https://support.tipsandtricks-hq.com/wp-content/uploads/2022/09/screenshot-2.jpg
Can you contact us from a normal email address where we can reply and you will get it?
Please reply back to the email we sent to you about 24 hours or so ago. That way the developer can have one single point of communication with all the info in one email thread and drive the conversation forward.
The email we received was just 2 days ago. On the right hand side of that screenshot, there is timestamp (it clearly shows that it is not an email that is a couple of weeks old). Who sent that email to us then?
It came from the following email address:
wclune@thespaminator.comLook at the screenshot I shared. We received a reply 2 days ago (to the email we sent about 4 days ago). We then again replied to it yesterday. So I am not sure who we are communicating with when you are not receiving anything for few weeks.
Are there two different users communicating with us? If you are not getting our email for a week then Who are we communicating with via email as seen in the following screenshot?
https://support.tipsandtricks-hq.com/wp-content/uploads/2022/09/screenshot-1.jpg
This is super confusing for us. Is someone else using the customer’s forum account to post? I am going to stop this forum thread so there is only one point of communication with the real customer via the email.
