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Checkout Error: “Error processing checkout. Please try again”

This topic has 13 replies, 2 voices, and was last updated 4 months, 3 weeks ago ago by Rose Tyler

TomP

Participant

December 13, 2023 at 14:55

Hi, we currently have this error showing for users checking out, but their orders are actually being processed fine so they are then making repeat orders.

“Error processing checkout. Please try again”

The message is appearing in a red bar at the top of the checkout.

Everything is now up to date, but no change to this issue.

Please, contact administrator
for this information.

#376564 Copied Theme version: 9.2.5 WooCommerce version: 8.4.0

12 Answers

Rose Tyler

Support staff

December 13, 2023 at 15:45

Hello, TomP,

Thank you for getting in touch with us.

We are reaching out to inquire if the issue you’ve encountered continues to occur only with our theme. For diagnostic purposes, could you kindly switch to the Storefront (default WooCommerce theme, Appearance > Themes) temporarily and inform us of the outcome?

We kindly recommend that you take a complete backup of your site before proceeding.

Your cooperation in this matter is greatly appreciated, as it will help us provide you with the most effective support.

Kind Regards,
8theme team

#376574 Copied

TomP

Participant

December 13, 2023 at 18:23

Hi Rose, I just tested the checkout using the Storefront theme and everything worked seamlessly.

Credit card fields showed fine, Payment processed, I was sent to a thank you message and the thank you email was triggered

Please contact administrator
for this information.

#376588 Copied

Rose Tyler

Support staff

December 14, 2023 at 07:24

Hello, TomP,

Thank you for your swift response to our previous communication.

To effectively diagnose and resolve the issue you are encountering, we kindly recommend that you begin by deactivating all third-party plugins, specifically those not included with the XStore theme. This includes any caching plugins you may have installed. For your convenience, a comprehensive list of plugins that come bundled with XStore can be found at the following URL: https://xstore.helpscoutdocs.com/article/36-included-plugins.

Once you have disabled these plugins, please proceed to clear your browser’s cache and re-evaluate the checkout functionality on your website. It is conceivable that one of the non-standard plugins could be contributing to the problem at hand.

After completing these steps, we would greatly appreciate it if you could document the issue with a video and share it with us. You may upload the video to a file-sharing service and provide us with the link for review.

We are committed to assisting you in resolving this matter and look forward to your update.

Kind Regards,
8theme team

#376621 Copied

TomP

Participant

December 14, 2023 at 18:03

Hi there,

Please see the screen recording here: https://drive.google.com/file/d/1i2S6nLrge2VrbD9GuSfzgGSHZ5vSHDYS/view?usp=sharing

To confirm:
1. All plugins bar XStore Core, WooCommerce and Braintree for WooCommerce Payment Gateway have been disabled
2. WP, WC and XStore are all up to date

There are 2 major issues still present:
1. Users cannot interact with the credit card fields, they show but cannot be clicked into. It was occasionally letting me access the fields but then as soon as I interacted with the page, e.g. scrolling the content cleared and I could not click back into those fields.

2. When using the payment method that does work – Paypal – I still get the “Error processing checkout. Please try again” message upon completion, but the payment has actually ben processed by WooCommerce, as shown in the video above.

Please let us know what next steps are here? The checkout works using Storefront, and there are no other plugins running here, so this must be an XStore issue?

This is a very urgent matter for us as the store is essentially out of operation while this is ongoing. Thanks

Please contact administrator
for this information.

#376706 Copied

Rose Tyler

Support staff

December 14, 2023 at 19:16

Hello, TomP,

We kindly request that you investigate the functionality of the Checkout process when the ‘Advanced cart/checkout Layout’ is deactivated. This setting can be found under ‘Xstore > Theme Options > WooCommerce > Cart/Checkout Layout’.

Additionally, we have encountered difficulties accessing the site as our login credentials appear to be invalid. The issue is illustrated here: https://prnt.sc/6BbtmYzRngi4. Could you please verify the accuracy of the credentials provided?

Furthermore, we have noticed JavaScript errors present on your checkout page, which can be viewed via this link: https://prnt.sc/vuWXyB7aazSx. Addressing these errors would likely enhance the functionality of your checkout page, and we strongly recommend resolving them.

Kind Regards,
8theme team

#376711 Copied

TomP

Participant

December 15, 2023 at 11:25

New login details in the private content area. The Staging site here currently has all third party plugins disabled.

Please contact administrator
for this information.

#376757 Copied

TomP

Participant

December 15, 2023 at 11:59

Hi, I have tried disabling “Advanced cart/checkout Layout” in the options, I still get the “Error Processing Checkout. Please Try Again” issue.

see here: https://share.zight.com/lluOx4gP

#376761 Copied

Rose Tyler

Support staff

December 15, 2023 at 12:13

Hello, TomP,

To proceed further, we kindly request that you provide us with temporary FTP access.
This should include the FTP host, username, password, port number, and encryption type. If you require assistance in creating these credentials, we advise that you contact your hosting provider for expert guidance and support.

Thank you for your cooperation.

Kind Regards,
8theme team

#376762 Copied

TomP

Participant

December 15, 2023 at 12:36

Hi FTP details attached in private content area

Please contact administrator
for this information.

#376767 Copied

Rose Tyler

Support staff

December 15, 2023 at 12:49

Hello, TomP,

We appreciate your prompt response.

1/ We kindly request that you verify the functionality of your website with the parent theme activated, as opposed to the child theme.

2/ In order to proceed with the purchase process, it is necessary to utilize either a test Stripe or PayPal account, as currently, we are encountering errors indicating the need for valid data. Please refer to the following screenshot for more details: https://prnt.sc/gVh_OkWZJfbr

We appreciate your attention to these matters and look forward to your response.

Best Regards,
The 8Theme Team

#376771 Copied

TomP

Participant

December 15, 2023 at 13:20

Hi, we’ve seen an error in this file that seems to have resolved the issue: /wp-content/themes/xstore-child/woocommerce/emails/customer-processing-order.php

#376776 Copied

Rose Tyler

Support staff

December 15, 2023 at 15:04

Hello, TomP,

In this case, we advise you to check your custom modifications in the mentioned file or contact the person who edited the file. We apologize, but we cannot be responsible for custom code added by someone else. We hope for your understanding.

Best Regards,
The 8Theme Team

#376798 Copied
Tagged: fix woocommerce processing error, optimize woocommerce checkout process, resolve wordpress checkout problems, troubleshoot woocommerce checkout errors, woocommerce checkout error solution, wordpress templates checkout issue
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