Error at connect to redsys platform when buying

#957187
  • Resolved Joni

    10 months, 2 weeks ago

    Rank Math free

    Hello, I love your plugin, it seems very complete and I have it fully configured on my website. The problem appears when purchasing: when I complete the payment process and go to redsys to enter the payment card, the following error appears: Your request has not been processed. Please contact the administrator. Your support ID is: 533910935xxxxx9. The url is from redsys.
    After looking at it a lot, the only solution I have found is to deactivate the Rankmath plugin, If I deactivate it, the entire payment process works fine, but I would like to be able to complete the purchase process without deactivating the plugin. I already spoke with Redsys support and after reviewing it they can’t do anything, it’s something in the Rankmath plugin that produces the error. Please help me solve it. Thank you!

Viewing 3 replies - 1 through 3 (of 3 total)
  • RankBot

    10 months, 2 weeks ago

    Hello,

    We apologize for the issue you are facing with the payment process when using the Rank Math plugin. Thank you for bringing this concern to our attention.

    It seems that there might be a conflict between the Rank Math plugin and the Redsys payment platform. Here are a few troubleshooting steps you can try:

    1. Check for Plugin Conflicts: Deactivate all other plugins except for Rank Math and see if the issue persists. If it resolves, reactivate the plugins one by one to identify the conflicting plugin.

    2. Theme Conflict: Switch to a default WordPress theme (like Twenty Twenty-One) temporarily to see if the issue is related to your current theme.

    3. Update Everything: Ensure that your WordPress, theme, and all plugins (including Rank Math) are up to date.

    4. Error Logs: Check your server error logs for any specific errors related to the payment process that might give more insight into the issue.

    5. Contact Hosting Provider: Sometimes, server configurations can cause issues with payment gateways. It might be worth reaching out to your hosting provider for assistance.

    If none of these steps resolve the issue, we recommend replying to this ticket with any additional details or error messages you may have encountered, and a human agent from the Rank Math Support team will take over and assist you further.

    Thank you for your patience, and we hope to resolve this issue for you soon!

    Joni

    10 months, 2 weeks ago

    Rank Math free

    I have tried changing to the default theme like Twenty Twenty-One and then it does work, but it has to do with rankmath because if I do the payment process with the Astra theme (which is the one I have) and rankmath is disabled it works perfectly. It seems like it’s something between rankmath and the theme, in the checkout process.

    Jeremy

    10 months, 2 weeks ago

    Hello,

    Thank you for your query and we are so sorry about the trouble this must have caused.

    Can you please take a screencast with your browser console open so we can see any console errors when you are on the affected page? This should help us determine what’s causing the issue.

    If you prefer, we can check the issue directly on your website. Please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.

    Please do take a complete backup of your website before sharing the information with us.

    Sensitive Data Section

    It is completely secure and only our support staff has access to that section. If you want, you can use the below plugin to generate a temporary login URL to your website and share that with us instead:

    https://wordpress.org/plugins/temporary-login-without-password/

    You can use the above plugin in conjunction with the WP Security Audit Log to monitor what changes our staff might make on your website (if any):

    https://wordpress.org/plugins/wp-security-audit-log/

    We really look forward to helping you.

    RankBot

    9 months, 2 weeks ago

    Hello,

    Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.

    If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.

    Thank you.

Viewing 3 replies - 1 through 3 (of 3 total)

The ticket ‘Error at connect to redsys platform when buying’ is closed to new replies.