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Help: My order confirmation page appears as payment pending

This topic has 10 replies, 3 voices, and was last updated 5 days, 17 hours ago ago by ollamallo

  • Avatar: ollamallo
    ollamallo
    Participant
    June 10, 2025 at 17:05

    I have a problem during the payment summary phase.
    Despite a successful payment using Vivawallet Smart Checkout, a page appears with the blue message “payment pending, a confirmation email will be sent to you upon payment.” – Screenshot sent in private area
    Two buttons appear after the payment summary, labeled “pay” and “cancel.” If I click, an error appears on both buttons.

    The WOOCOMMERCE and vivawallet emails are sent correctly with the order paid, the order appears in the back office as “completed,” and the customer can see their order in their customer account.
    My payment plugin confirms that everything is working their side, checked the logs and everything is good for us. I checked the webhooks, regenerated the permalinks, and I still have the same problem.

    Browsing my site’s health, I saw that the “cart” and “order” pages, as shown in the photo, show that shortcodes are missing. However, my shopping cart works fine, and when I go to my shopping cart page, I can clearly see the shortcodes. Same for the order.

    I tried to make the site online and the problem is the same.

    I need help because I haven’t found a solution for several days after scouring the internet and trying various solutions.

    Thank you

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    #446819 Copied
    9 Answers
    Avatar: Alex Carter
    Alex Carter
    Support staff
    June 11, 2025 at 08:14

    Hello,

    Thank you for reaching out to us.

    Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
    To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

    For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

    Warm Regards,
    The 8Theme Team

    #446849 Copied
    Avatar: ollamallo
    ollamallo
    Participant
    June 11, 2025 at 09:28

    Hi and thank you for the quick answer.
    I hope you will be able to resolve my problem and if i can help, let me know 🙂
    -> access in private area

    Thank you

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    #446867 Copied
    Avatar: ollamallo
    ollamallo
    Participant
    June 13, 2025 at 05:29

    Hi Mister Carter,

    I’m writing to you again to inform you that the payment environment is in demo mode. You can therefore try and test an order.
    Please find attached the address where you can find the test cards.
    I pray that you can resolve this issue that is preventing me from opening my store, and I remain available if I can be of any assistance 🙏
    Thank you very much for your efforts, and I hope to hear good news soon.

    MM

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    #447021 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    June 14, 2025 at 08:42

    Dear @ollamallo,

    We apologize for the delayed response due to a high volume of support requests and the weekend.

    Please be assured that our development team is currently investigating the issue, and we will get back to you with an update as soon as possible.

    Best regards,
    The 8Theme Team

    #447120 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    June 14, 2025 at 09:19

    Dear @ollamallo,

    We hope this message finds you well.

    Upon reviewing the source code of the Viva plugin more closely, we have identified an issue related to the display of the pending payment message. Currently, the message appears regardless of the order status—whether it is pending, successful, or failed. Please refer to the following screenshot for reference:
    https://prnt.sc/LlrNU-E-MpG2

    To address this, we have made a minor adjustment to the custom code so that the pending payment message is displayed only when the order status is actually pending. Below is the updated code snippet:

    
public function notify_pending_payment($order_id) {
    $order = wc_get_order($order_id);
    if ($order->get_status() == 'pending') {
        echo '' . esc_html__('Order is currently awaiting payment. After successful payment, we will send you an email confirmation.', 'viva-com-smart-for-woocommerce') . '';
    }
}

    We kindly ask you to review this change and, if possible, reach out to the Viva plugin support team to suggest incorporating this fix in future updates.

    Thank you for your attention to this matter.

    Best regards,
    The 8Theme Team

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    #447122 Copied
    Avatar: ollamallo
    ollamallo
    Participant
    June 14, 2025 at 16:10

    Hello team 8theme,

    I would first like to sincerely thank you for your intervention and the solution provided.
    I placed an order, the pending payment message no longer appears, which is simply the most important thing, and for that: thank you.

    May I know if the added code will still be valid if I update the theme? The Vivawallet plugin, or another update? Will it remain?

    If a payment is truly pending, will the pending payment message be displayed? Or will the code still display the order receipt message?

    Thank you very much, sir.

    #447142 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    June 15, 2025 at 15:47

    Dear @ollamallo,

    We would like to inform you that the custom code is located in the following file path:

    /wp-content/plugins/viva-com-smart-for-woocommerce/includes/class-wc-vivacom-smart-endpoints.php

    Please note that this custom code will be removed upon updating the Viva.com | Smart Checkout for WooCommerce plugin.

    Best regards,
    The 8Theme Team

    #447159 Copied
    Avatar: ollamallo
    ollamallo
    Participant
    June 16, 2025 at 01:06

    Bonjour,

    merci beaucoup,

    bonne journée
    MM

    #447167 Copied
    Avatar: ollamallo
    ollamallo
    Participant
    June 16, 2025 at 01:07

    Thanks for the support! My topic “Help: My order confirmation page appears as payment pending” has been successfully resolved.

    #447168 Copied
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