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Hello,
We have the Accept Stripe Payments plugin with the Custom Fields and MailChimp addons installed and it works almost all of the time. However we are experiencing an intermittent issue where a customer enters their payment information in the form and after submitting it, the wheel just spins and nothing happens.
Looking at orders in Stripe after this occurs, they are marked as incomplete because payment method was not supplied in the data posted to stripe. Payment method is null in the json sent to stripe.
What can cause the payment method to not be passed? Shouldn’t there be some sort of error returned to the user? What causes the loading wheel to continue spinning indefinitely? Does the plugin expect a callback from Stripe?
When this occurs, there are no failures in the debug log.
Again, this is difficult to diagnose since it doesn’t happen all the time.
We are running the latest version of WordPress and the plugin.
[accentsoff.com/credit-card-payment-portal]Thank you.
Thank you for your reply.
Our hosting company (WPEngine) uses Varnish caching. They are suggesting that pages are cached for 10 minutes.
We have no other caching mechanism. We have had our CDN disabled throughout this troubleshooting process.
How can cache be affecting the performance of the plugin?
Thank you.
Some kind of conflict happening on this site. We will investigate this to see if we can think of where the conflict is coming from on this site. I have sent you an email also.
Hi.
This looks to be related by WPEngine caching indeed. I have implemented some measures in the code that should hopefully get this issue resolved.
Can you please install current testing version of the core plugin https://s-plugins.com/testing-version/ and let me know if this helped? Make sure to clear all WPEngine caches after you install it.
Hello,
Thanks for looking into this issue and releasing a plugin update. We have installed the testing version of the plugin you provided and it seems to be working well so far. The nature of our original issue is that it would work 90% of the time so the fact that the new version has not failed yet doesn’t necessarily mean it has solved the issue.
We will continue to test and use the updated version of the plugin on our live site. I will report back to you next week and let you know if we have or have not had any failures.
Thanks again.
Thank you.
I can see on your site now that payment popup is no longer cached by WPEngine, so the temporary solution that I have implemented seems to be working.
We’re currently working on a better solution to this (and all caching-related issues in general). I’m going to ask you to install another testing version when it’s ready (most likely within couple of days from now).
Will keep you posted.
Hi Alexander,
I have tested the page multiple times with no errors, but today a client reported the spinning wheel/inability to submit payment. I noticed it marked as “incomplete” when I logged into Stripe.
He waited 20 minutes and then was able to submit successfully.
He was on a desktop computer using Chrome. Note on Stripe said requires_payment_method. I’m pasting the report generated on that Stripe page, but that’s all the information I have this time.
I await your new version of the plug-in and hope this solves the problem.
thanks
[payment details removed by admin]
Please try new testing version https://s-plugins.com/testing-version/
It should finally deal with the issue when payment popup is cached by WPEngine.
Let me know if this helped.
Hi – we just threw an error during a test using iPhone 11 Safari. Could not replicate the issue on Safari desktop.
Got notification on iPHone: “Caught Exception: SyntaxError: JSON Parse error: Unable to parse JSON string.”
Can you please escalate this case somehow? This error is causing major disruption to our business. Thanks
Also, when I hovered over the “Incomplete” entry on the Stripe dashboard (for the error thrown on iOS yesterday) it said “the customer has not entered their payment method”. We don’t require a customer to do that, though. Also, I ran an identical test again today on the iphone, and this time the payment went through. LMK if you need anything from me.
Can you please get in touch via the contact form https://s-plugins.com/contact-us/?
We might need to check this on your site.
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