Troubleshooting the Stripe extension

After the Stripe extension is set up and configured, customers will be able to use it to complete purchases on your site.

Once you begin accepting purchases, you may have additional questions or run into issues related to the Stripe extension. We’ve collected some of the most common issues here.

Common issues

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• Why was a charge successful despite an AVS or CVC mismatch?
• Is the Stripe extension PCI compliant?
• What version of the Stripe API does the Stripe extension use?
• Why do some customers get an error requesting they enable JavaScript?
• Why aren’t Stripe payment methods showing at checkout?
• Why are payments failing?
• Why aren’t the credit card fields showing or responding/ why does the checkout page just keep spinning without loading?
• How do I prevent and respond to card testing attacks?

Stripe API outages

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Sometimes your store may be unable to reach the Stripe API, perhaps due to a Stripe outage or a network glitch. When this happens, you’ll see a notice at the top of your WordPress dashboard letting you know the connection to Stripe is unavailable.

There’s nothing you need to do when you see the notice. The situation almost always resolves on its own within a few minutes, and the notice will automatically be hidden once your site can reach the Stripe API again.

If the notice is displayed for an extended time, that could indicate that Stripe is having a major outage, or that your site’s hosting provider is having network issues.

Reviewing Stripe Logs

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Often troubleshooting an issue with Stripe payments means reviewing the Stripe logs. With logging enabled, you’ll find Stripe logs in the WooCommerce logger.

When tracking an issue with a specific order, often the best method is to note the order number and search for that in the log using Cmd+f on Mac, or Ctrl+f on Windows.

In a typical logged card payment attempt you will see the following:

• The WooCommerce order number
• The charge ID (starts with ch_)
• The payment intent (starts with pi_)
• The customer ID (starts with cus_)
• The source ID (starts with src_)
• The decline reason (if payment was declined)

Stripe has more details of the error messages you may find in the logs. If you need assistance interpreting logged issues, please contact support.

If you have questions not covered in our documentation, please contact support. Our amazing Happiness Engineers are standing by and ready to answer any questions about the Stripe extension.