Logman Posted November 11, 2017 Share Posted November 11, 2017 We have added Stripe and a few clients have managed to set up Stripe billing but a few are getting this error: Remote Transaction Failure. Please Contact Support. He tried 2 cards and believes both are fine. The payment is not reaching Stripe as normally I'd see a "FAILED" message. I believe there are others with this issue as I've switched many clients to Stripe and I'm not seeing as many payments as I expected. How can I troubleshoot this? Link to comment Share on other sites More sharing options...
WHMCS ChrisD Posted November 13, 2017 Share Posted November 13, 2017 Hey @Logman What errors are you seeing under Billing > Gateway Log? Link to comment Share on other sites More sharing options...
Logman Posted November 13, 2017 Author Share Posted November 13, 2017 I can't find any log for one client that reported this. But since then we were informed by WHMCS that 7.3 improved some things that might be affecting us. Anyhow, other clients are paying via Stripe so hopefully this isn't a big issue. I saw a blog post from another host that said this error can pop up when a client has a stored token from another gateway. This client pays for another service with WorldPay so that might be it. I haven't heard back from him yet. Link to comment Share on other sites More sharing options...
WHMCS ChrisD Posted November 13, 2017 Share Posted November 13, 2017 2 hours ago, Logman said: I can't find any log for one client that reported this. But since then we were informed by WHMCS that 7.3 improved some things that might be affecting us. Anyhow, other clients are paying via Stripe so hopefully this isn't a big issue. I saw a blog post from another host that said this error can pop up when a client has a stored token from another gateway. This client pays for another service with WorldPay so that might be it. I haven't heard back from him yet. That may have caused the issue, I'd recommend clearing the existing details out then having the client re-enter their details Link to comment Share on other sites More sharing options...
Logman Posted November 13, 2017 Author Share Posted November 13, 2017 4 hours ago, WHMCS ChrisD said: That may have caused the issue, I'd recommend clearing the existing details out then having the client re-enter their details How would that be achieved? Is there a way to clear any stored tokens? Link to comment Share on other sites More sharing options...
aquiss Posted November 13, 2017 Share Posted November 13, 2017 From Admin, find client. Then under Summary Tab select option Credit Card Option within the Clients Information box. Then from within their, you can clear the current information. Hopefully that's what your are asking for. Link to comment Share on other sites More sharing options...
Logman Posted November 14, 2017 Author Share Posted November 14, 2017 It lists the token but no way to clear it: Remote Gateway Token"53237560" Link to comment Share on other sites More sharing options...
Logman Posted November 14, 2017 Author Share Posted November 14, 2017 I just removed it in phpmyadmin. Link to comment Share on other sites More sharing options...
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