[MaxenceTP]

Hello,

Some customers have the following error on checkout with Stripe “mvx_unable_to_create_customer” : https://prnt.sc/oEiQXDAIMZqG
Where it came from ? And how to troobleshot it ?

Thank you

[Sangita Support Squad]

Hi @MaxenceTP, Sorry to hear that you are facing an issue on your end.
Please enable the debug Mode from Stripe settings, this will give us errors. After that go to our core plugin and check the error log folder. Share that error with us so we can assist you with this.

[MaxenceTP]

Hello, I’ve got a bit more information about the problem.

The user uses a VPN when checking out (he can’t do without), and it seems that the error is linked to his account, as he’s the only one to have reported it. The error is still there as he reported it to me again today.

In the debug logs I have lots of messages for other orders that work fine, but for his transaction I only have this:

————————————-
Before creating customer record with Stripe. Stripe Data: s:0:””;
————————————-
Before creating customer record with Stripe. Stripe Data: a:1:{s:5:”email”;s:22:”gamer6847865xxxxxxxxxxxxxx”;}
————————————-

[Sangita Support Squad]

@MaxenceTP I have informed the dev team regarding this.They are looking into this issue. Kindly provide us some time.

[MaxenceTP]

Hello, any update please ?

[Sangita Support Squad]

@MaxenceTP Our team has tried to recreate this but we are not able to do that on our end and without recreating the issue it is really hard for us to provide you with a fix for that.
Now if possible can you please share the admin access of your site and the customer access who is facing this issue on their end.

[MaxenceTP]

Unfortunately I haven’t heard from this user and I can’t reproduce the problem on another account.

Could you tell me where this error could have come from? And under what conditions?

[Sangita Support Squad]

Hello @MaxenceTP, It is really hard for us to explain why the issue is coming as we are not able to recreate this on our end. Most probably this issue is coming from Stripe . So kindly login to your Stripe dashboard,go to the order details page and share the log associated with the order id for which you have faced this issue.
Only after looking into it, will we be able to help you.
Thanks for your understanding.

[Sangita Support Squad]

Its been long and we have not heard back from you. We are closing this thread. If you need any help in future or face issue please do create a new support ticket.

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