40% OFF EVERYTHING
BLACK FRIDAY SALE
Buy Now

Stripe not reporting back to website

This topic contains 46 replies, has 3 voices, and was last updated by  Kiran 5 years, 3 months ago.

We have moved to a support ticketing system and our forums are now closed.

Open Support Ticket
  • Author
    Posts
  • July 18, 2019 at 10:04 am #3253

    Eileen Quick
    Buyer
    Post count: 165

    Hi There

    I have stripe set up with correct api webhook etc. Using V2 with x Pro Theme.

    Customers can buy the required package and stripe handles the sale correctly and an invoice is created on the website under invoicing.
    The subscription gets set up in stripe and all looking correct.

    However when it comes to renewal times.
    1. No reminder emails are sent out even though this is set up.
    2. The invoice is created within stripe and the auto payment is taken.
    3. No renewal invoice is created on the website.
    4. The customers subscription is not renewed on the website – it reports as overdue.
    5. No emails or invoice are sent because nothing is reported back to the website.

    Please could you advise.

    Many thanks.

    July 18, 2019 at 10:40 am #3254

    Patrik
    Moderator
    Post count: 1971

    Hi,

    Have you also checked with test mode? Is there an issue with both or only on live mode? Also, renewal emails will be sent only if you have enabled it from the Invoicing->Settings->Paid Invoice->Enable renewal notification setting as it was new setting added in the last update and by default, we have disabled renewal email notifications.

    Can you provide admin and FTP details in private reply to look further into the issue on your site?

    Regards,
    Patrik

    July 18, 2019 at 11:32 am #3255

    Eileen Quick
    Buyer
    Post count: 165
    This reply has been marked as private.
    July 18, 2019 at 1:05 pm #3256

    Patrik
    Moderator
    Post count: 1971

    Hi,

    First thing I would say is you should update the GD and WPI plugins and check if it works for you or not. Second I will need FTP details to check the logs and I may put extra log points in stripe add on for testing if required.

    I assume you have correct live credentials in settings and you have created webhook on the Stripe account.

    Regards,
    Patrik

    July 18, 2019 at 1:56 pm #3257

    Eileen Quick
    Buyer
    Post count: 165

    Hija

    I have updated everything although I dont think that was the problem because it was all updated at the time the last renewals should have gone through. However its done now.

    Second. Please let me know what logs you need and where they are and I will send over.

    The webhook is created on the Stripe account – this was helped by support at the time the website was created.

    Kind regards

    July 18, 2019 at 2:13 pm #3258

    Eileen Quick
    Buyer
    Post count: 165

    PS I have also checked that the webhook on the website is the same as webhook in stripe.

    July 18, 2019 at 2:23 pm #3259

    Eileen Quick
    Buyer
    Post count: 165
    This reply has been marked as private.
    July 19, 2019 at 11:00 am #3260

    Kiran
    Moderator
    Post count: 7069
    This reply has been marked as private.
    July 19, 2019 at 12:30 pm #3261

    Eileen Quick
    Buyer
    Post count: 165
    This reply has been marked as private.
    July 19, 2019 at 1:17 pm #3265

    Kiran
    Moderator
    Post count: 7069
    This reply has been marked as private.
    July 19, 2019 at 1:25 pm #3266

    Eileen Quick
    Buyer
    Post count: 165

    Hi Kiran

    Then I updated it did say that it had been disabled because of constant failure. Is that failure to connect back to the website? If so then this will happen again.

    I have added a test user expiring in 4 days so will see.

    Also whilst in stripe there was the following message:

    Update your integration to prepare for SCA
    On September 14, European regulation will mandate
    Strong Customer Authentication (SCA)
    for many online payments. When it goes into effect, a form of two-factor authentication will be required for many card payments. Unless you update your integration, your customers’ banks will decline many transactions.

    I assume that you have this in hand for the plugin.

    Kind regards and thank you for all your help.

    July 19, 2019 at 1:45 pm #3267

    Kiran
    Moderator
    Post count: 7069

    We will check when Stripe has new update.

    Let us know how it goes.

    Kiran

    July 22, 2019 at 10:59 am #3275

    Eileen Quick
    Buyer
    Post count: 165

    Hi Kiren

    It seems that all renewals have been failing so will they work now that the webhooks are active?

    Two of the listings have invoices in stripe but not on the website (presumable because the webhooks did not work) – I can recreate invoices on the website but do I need a stripe ref or do I need to connect with stripe in any wa?.

    I set up the test user with a short term package of one week so I will let you know how that goes HOWEVER – NO emails were received by user or admin of new listing and NO invoice was received by user either from stripe or the website! I could however send one manually from the website but not stripe.

    Can I bring the date forward by manually changing on the website or do I need to wait out the week? Also can I delete the new package or do I need to leave that in place until the end of the test.

    Thanks

    July 22, 2019 at 11:32 am #3276

    Eileen Quick
    Buyer
    Post count: 165
    This reply has been marked as private.
    July 22, 2019 at 12:16 pm #3278

    Kiran
    Moderator
    Post count: 7069
    This reply has been marked as private.
  • Author
    Posts
Viewing 15 posts - 1 through 15 (of 47 total)

We have moved to a support ticketing system and our forums are now closed.

Open Support Ticket