Frank Remmy (woo-hc)

Hi @sherry22,

Thanks for the detailed context. That’s a frustrating situation, especially when two products are working correctly and one isn’t.

Since this is only affecting one specific product, the most likely cause is in how the underlying code decides which product should trigger the email, rather than anything in WooCommerce core. A couple of questions to narrow it down:

Is this set up through a plugin that routes emails per product, or via custom code/hook? And is the product that’s not triggering emails set up any differently from the other two (different product type, like variable vs. simple, or a different category)?

In the meantime, it’s worth checking WooCommerce → Status → Logs around the time that order was placed; if the code is hitting something unexpected with that product’s data, there’s often a PHP warning or notice logged there.

Since custom code is outside our direct support scope, we likely can’t debug a snippet line-by-line, but once we know whether it’s a plugin or custom code and what’s different about that product, we can point you in the right direction.

Looking forward to your response.

Hi @wesleysoccer,

Thanks for the detailed report. What you’re describing points to a payment-confirmation issue specific to your Stripe integration rather than WooCommerce core itself. Core is just cancelling anything still sitting as “pending payment” past the time limit; the actual issue is upstream of that, in why the payment success isn’t being recorded before the cancellation runs.

Could you repost this in the Stripe extension’s support forum here: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/

When you do, it’d help to mention this thread for context, and to include a couple of affected order numbers along with roughly when they occurred, that’ll make it faster to trace in your Stripe and WooCommerce logs.

I’ll close this one out, but look forward to seeing you over there.

Hi @simonelongato,

Thanks for the screenshot and the system status report. Looking through them, I have a couple of follow-up questions before we can pin down what’s happening.

The export shows totals but not order dates. Could you let me know whether the “Unknown” sources include orders from before the recent updates, or only ones placed since then? If it’s a mix, that would point to something different than if it’s literally every order, old and new.

It would also help to place one test order right now and check its source directly in WooCommerce → Orders (the native admin screen, not the export plugin) using the Origin column. That rules out whether this is specific to the export tool reading the data versus WooCommerce not recording it at all.

One more thing from your status report: the system check flags your Cart and Checkout pages as missing the WooCommerce shortcode or block. This is often a false alarm on Divi-built sites, but could you confirm your checkout page is using the standard WooCommerce checkout (shortcode or block) rather than a custom-built one? That’s directly tied to how order source data gets captured.

Once we have those details we’ll have a much clearer picture of what’s going on.

Looking forward to your response.

Hi @tezalsec,

You’re right to push back. The 24-hour propagation explanation doesn’t fit what you’ve described, and an 8-day gap since 10.8.0 with everything else updating normally on multiple servers is a real signal, not a coincidence. Apologies for the generic first response.

To dig into this properly, could you confirm a few things:

1. What version are the affected sites currently on? Are they all stuck at 10.7.0, or are some on 10.8.0 and not seeing 10.8.1 either?
2. Have you tried forcing an update check? Go to Dashboard → Updates and click “Check Again”. Does that surface the available update, or does it still show nothing?
3. Could you share a System Status Report from one of the affected sites? Go to WooCommerce → Status → Get system report, paste it at pastebin.com, and share the link. We’re particularly interested in whether the plugin’s update transient data looks correct.

Given the pattern you’re describing, this looks like it could be a real issue with how the plugin’s update check is registering since 10.8.0. We’ll take a proper look once we have the details above.

Hi @viablethought,

Thanks for reaching out about this.

To answer your question, yes. As part of a mid-2025 update (version 9.7), Affirm and Klarna were automatically enabled at a promotional price for eligible merchants. Similarly, switching to the standard checkout experience may have re-enabled some express payment methods like Apple Pay, Google Pay, and Link by Stripe.

To disable any of these methods you don’t want active, you can:

1. Go to WooCommerce → Settings → Payments → Stripe → Payment Methods
2. Uncheck the box next to any payment method you’d like to disable
3. Click Save changes

I hope that helps. Let us know if you need anything else.

Hi @eudivulgoporvoce,

Sorry to hear the Settings page is throwing an error. Nhat’s not the experience we’d want when you’re just trying to explore a new feature!

To help us understand what’s going wrong, could you share two things:

• If you can share what you see when you dropdown “Click to see error details” via pastebin.com, that would really help.
• That said, it’s worth noting that Google for WooCommerce relies on a connection to WooCommerce.com’s servers via Jetpack. If that connection is disrupted, it can cause issues loading settings pages. You can check the connection status by visiting wp-admin/admin.php?page=connection-test-admin-page on your site, which will show whether the connection is healthy.

Looking forward to hearing from you!

• This reply was modified 1 day, 15 hours ago by Frank Remmy (woo-hc).
• This reply was modified 1 day, 15 hours ago by Frank Remmy (woo-hc).

Great detective work Stephanie!

That’s a useful one to know, the “or” separator between Express Checkout and the standard payment form is rendered by WooCommerce core, so it lives in the WooCommerce plugin translations rather than the Stripe plugin. Glad you tracked it down!

If you’ve had a positive experience, we’d love it if you could leave a review for the Stripe Gateway. It really means a lot to the team: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/reviews/

Hi @captaincrank,

Rolling back to 10.7.0 was the right call. As @wesleyjrosa mentioned, the team identified an issue with 10.8.1 and set 10.7.0 as the current stable version. You’re in a good spot for now, and a fix will be released in a subsequent version once it’s confirmed stable.

One thing worth flagging from your system report though: your server is running PHP 7.4.33, which reached end of life in November 2022 and is no longer supported. WooCommerce 10.8.x requires a minimum of PHP 8.0, so this is something to address with your host regardless of the Stripe issue. Running an unsupported PHP version leaves your site open to security vulnerabilities and can cause unexpected behaviour across WooCommerce and other plugins.

Please ask your hosting provider to upgrade to PHP 8.1 or 8.2 at the next opportunity. Let us know if anything else comes up in the meantime!