The Old Man Posted October 22, 2023 Share Posted October 22, 2023 Hi, I have a new client from Brazil (I'm in the UK) who has contacted me to say that he paid for a download yesterday but it is still showing as Pending, even though his card was charged successfully. He is correct so I went to Stripe Dashboard and checked and it shows as "Payment authorised, but not yet captured". I can see options to capture a payment, but I thought it should be automatic and don't want to have charged him twice. I've not seen this before and Stripes documentation doesn't find any search results. Any advice on how to proceed? Thank you! Link to comment Share on other sites More sharing options...
teraßyte Posted October 22, 2023 Share Posted October 22, 2023 (edited) Have you checked that the webhook in Stripe is setup properly? I know someone who had the same issue recently, and their webhook was missing several events. Because of this, the site was not receiving the correct data and left the payment marked as pending. Edited October 22, 2023 by teraßyte The Old Man 1 Link to comment Share on other sites More sharing options...
Randy Calvert Posted October 22, 2023 Share Posted October 22, 2023 When I saw this happen, Cloudflare was blocking the API return calls. I had to whitelist Strip IP addresses. teraßyte, The Old Man, Marc Stridgen and 1 other 3 1 Link to comment Share on other sites More sharing options...
Marc Stridgen Posted October 23, 2023 Share Posted October 23, 2023 ^ I would certainly be checking cloudflare first of all The Old Man 1 Link to comment Share on other sites More sharing options...
The Old Man Posted October 23, 2023 Author Share Posted October 23, 2023 Thanks for the suggestions, I will double-check those IPs as I thought I had already them. When testing in non-live mode, it worked fine. IPS4 doesn't report any issues though. Link to comment Share on other sites More sharing options...
The Old Man Posted October 23, 2023 Author Share Posted October 23, 2023 I readded the Stripe IP Lists to Cloudflare and my other firewalls and did a test mode purchase and everything seems to be working fine now and showing correctly in the logs. Many thanks! Link to comment Share on other sites More sharing options...
Marc Stridgen Posted October 23, 2023 Share Posted October 23, 2023 Glad to hear you got things sorted out The Old Man 1 Link to comment Share on other sites More sharing options...
The Old Man Posted November 16, 2023 Author Share Posted November 16, 2023 Hi, I'm getting this problem again with payments authorised but failing to get captured. The original attempt shows this in the Stripe dashboard log: Pending webhook response An uncaptured payment for US$xx.xx was created for Pending webhook response A webhook that is subscribed to the event hasn't successfully responded yet I checked Cloudflare and it is showing as going straight through according to the whitelist rules. I have checked my Apache error and access logs, but there is no sign of the same IP address (that was used by the Stripe user-agent) as in the Cloudflare logs. I tried to do a manual payment from the IPS dashboard twice and it keeps giving an error message. Quote There was an error processing the payment. Please try a different payment method or contact us for assistance. Please can you create a ticket and help me permanently resolve this so that payments go through properly? Many thanks. Link to comment Share on other sites More sharing options...
Jim M Posted November 16, 2023 Share Posted November 16, 2023 3 hours ago, The Old Man said: have checked my Apache error and access logs, but there is no sign of the same IP address (that was used by the Stripe user-agent) as in the Cloudflare logs. I tried to do a manual payment from the IPS dashboard twice and it keeps giving an error message. There would be some sign of that IP address in your access logs if it hit your server. If there is no log, you’ll want to confirm with your hosting provider and CloudFlare nothing else is blocking it. Link to comment Share on other sites More sharing options...
The Old Man Posted November 16, 2023 Author Share Posted November 16, 2023 Thanks, I’ve not found anything yet. Please can you create a ticket and help me permanently resolve this so that payments go through properly? I’ve got 3 items not going through. Link to comment Share on other sites More sharing options...
The Old Man Posted November 16, 2023 Author Share Posted November 16, 2023 On the Stripe Dashboard, the web hook shows as status 200 but says Uneeded Type? Link to comment Share on other sites More sharing options...
Jim M Posted November 16, 2023 Share Posted November 16, 2023 13 minutes ago, The Old Man said: Thanks, I’ve not found anything yet. Please can you create a ticket and help me permanently resolve this so that payments go through properly? I’ve got 3 items not going through. I’m afraid, you would need to ensure they are getting to the first and foremost. Without that, we are unable to assist. Link to comment Share on other sites More sharing options...
The Old Man Posted November 16, 2023 Author Share Posted November 16, 2023 (edited) I clicked on a resend icon at Stripe on the original transaction in the Webhook Event log that was authorised for payment and it went through. I’ll try the same approach for the other customers. Edited November 16, 2023 by The Old Man Link to comment Share on other sites More sharing options...
The Old Man Posted November 16, 2023 Author Share Posted November 16, 2023 I have managed to complete the additional transactions, the stripe web hook log shows green ticks but this time nothing happened automatically on my site, so I marked them as paid. It all seems a bit flakey. Discussing payment transactions on an open forum isn’t good when I’ve asked for direct contact. Link to comment Share on other sites More sharing options...
Jim M Posted November 16, 2023 Share Posted November 16, 2023 We can certainly move this to a private area but we would need confirmed first that the request is reaching your server. We won’t be of much help in a public or private setting if that is not happening, I’m afraid 🙂. Link to comment Share on other sites More sharing options...
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