Customers can't check out

[Lyndon Pryor]

I am using Woo commerce and started with their support. They directed me to you all. Please see the exchange below for the issue.

When customers go to purchase a ticket for a particular event, they are unable to complete the purchase. The “proceed to checkout” button either redirects them to the cart page or produces an error

Stephanie
Hi Lyndon
Sorry to hear about the trouble here
for a particular event – just that one, or it’s happening across all purchases?

You
this is the only event we have tickets up for

Stephanie
Ok thanks.
Which payment gateway are you using?

You
authorize.net

Stephanie
Can I take a look at your site? What’s the address?

You
lul.org

IMPACT: Louisville Urban Annual Report Luncheon

Stephanie
thank you

You
that’s the event page

Stephanie
Could you please paste a copy of your site’s System Status here in the chat? You can find it via WooCommerce > Status.
Is Tribe Events a plugin that you’re using for the ticketing?

You
yes

Stephanie
It looks like something’s going wrong with the submission of the form in the plugin to the cart
Their support team will be able to help you troubleshoot the issue, I’m not familiar with their plugin. Sorry about that

[Brendan]

Hi Lyndon,

Sorry you are experiencing issues. When I go to your site and add a ticket, it does add it to the WooCommerce cart, and I can confirm it does not work for the checkout button.

The next steps would be to follow this guide to test for conflicts

https://theeventscalendar.com/knowledgebase/testing-for-conflicts

Go ahead and try that and let us know how it goes.

Thanks,
Brendan

[Lyndon Pryor]

Just so you are aware, i was able to resolve the issue with the help of WP Engine support. Here is our convo:
Lyndon E. Pryor: this i a thread i sent to the Modern Tribe plugin folks
their response has been to deactivate all plugins to find the conflict
but we can’t afford to power down the site for that long
so I’m reaching out hoping you all can find the issue faster with less interruption
Kasie Morgan: Okay, let’s try some cache exclusions for the path first to see if that helps. I’m going to try adding one for ^/event/? and one for ^/cart/?
After these are added, we’ll test it out.
one moment
Lyndon E. Pryor: ok
one other detail that may help. currently, we can successfully add and pay for tickets from computers in the office. It’s only outside of the office that this prob;em occurs.
Kasie Morgan:I tried the cache exclusions and they’re still in place however I’m still getting the cookies error here :
WordPress_›_Error_and_1__pod-100702__ssh__and_kasie_morgan.png
I also checked the .htaccess file and it’s fine so that wouldn’t be the issue.
what plugin is this again?
Lyndon E. PryorEvent Tickets Plus
WooCommerce Authorize.Net AIM Gateway
WooCommerce
Kasie Morgan: Thank you. Please give me a few more minutes to investigate for you.
Lyndon E. Pryor: sure
Kasie MorganI read up on the error and see this plugin can cause issues:

| wp-spamshield | active | none | 1.9.21 |
You may want to disable just that one and see if it works afterwards.
Lyndon E. Pryor: I just saw that. I’ll check it out
Kasie Morgan: Okay
The other option would be to push to staging and do some testing there so you’re not testing on the live site
I am not sure it would all work since it’s not on the domain but you can try
Lyndon E. Pryor: I just deactivated the plugin. Can you try again on your end?
Kasie Morgan: Okay trying now
Looks like the cart page is loading now without that cookie error
Lyndon E. Pryor: great
Kasie Morgan: Yes, it’s great and looks like that plugin was the culprit
Lyndon E. Pryor: well, it can’t seem to proceed to checkout though 🙁
Kasie Morgan: Okay let me fill out the form and try from there. One moment
Okay I added one more cache exclusion for ^/checkout-2/? and I can get to the checkout now
It’s asking for my billing details now which is further than I got before.
Lyndon E. Pryor: yes
so do i need to do something on this end to get the same result?
Kasie Morgan: You can try it in an incognito window or in a proxy to test it to see if you can complete the process now.
Lyndon E. Pryor: it worked!
should this be the case for anyone now?
Kasie Morgan: Yes, it should be good for everyone since the cache exclusions are saved and did the trick along with disabling that plugin
Lyndon E. Pryor: wonderful! You have been a tremendous help. Thank you!

[Brendan]

Hi Lyndon,

Thats great and thanks for posting the details in case other customers run into issues.

Please let us know if you need anything else.

Brendan

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

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