Hello RyanPlugins Support Team,

We are using the Accept.Blue Payment Gateway for WooCommerce and are experiencing a critical issue related to tokenization.

Summary of the issue:

Around 30% of live transactions are failing, while ~70% process successfully.

Failed orders show the error:

“Accept.Blue Transaction Failed (Customer token is missing). Order status changed from Pending payment to Failed.”

This setup worked correctly for months and began failing 1–2 months ago without any configuration changes on our end.

What we’ve already done:

Updated to the latest plugin version (confirmed by our developer).

Verified API credentials (Source Key + PIN) — test transactions succeed.

Confirmed the gateway is receiving successful transactions for other orders.

The gateway provider created a Tokenization Source Key for our account and advised us to add it to the WooCommerce plugin settings.

Current blocker: After updating the plugin, there is no Tokenization option or field visible anywhere in the WooCommerce → Accept.Blue settings, so we are unable to enter the Tokenization Source Key.

Our developer has confirmed:

The plugin update installed successfully.

The Tokenization setting does not appear in the admin UI.

Without this field, we cannot resolve the “Customer token is missing” failures.

Request:

Where exactly should the Tokenization Source Key be entered in the current plugin version?

Is there a setting, toggle, or dependency required to expose the Tokenization field?

If the field should appear automatically, can you advise why it may not be rendering?

Is there a known issue with tokenization in recent versions of the plugin?

This issue is actively impacting customer checkouts and revenue, so we’d appreciate guidance as soon as possible.

If needed, we can provide:

Screenshots of our WooCommerce settings

Plugin version details

Error logs

Gateway configuration info

Thank you for your help.

Best regards, Rachel Levy

Hello,

We need some assistance with this plug in.

Please contact me via email.

Thank you,

Hello RyanPlugins Support Team,

I’m reaching out regarding a recurring issue with the WooCommerce Accept.Blue Payment Gateway plugin.

We are seeing intermittent but repeated payment failures on live customer orders. The WooCommerce system message for failed orders consistently shows:

“Accept.Blue Transaction Failed (Customer token is missing.) Order status changed from Pending payment to Failed.”

Environment details

WordPress: up to date

WooCommerce: up to date

Accept.Blue plugin: latest version downloaded from CodeCanyon

Payment type: card payments

Use case: WooCommerce Subscriptions (monthly recurring billing)

What we’re observing

Multiple real customer orders have failed in production

Some orders succeed, others fail with the same configuration

Failures are happening both on:

Initial subscription checkout, and

Subsequent subscription-related payments

WordPress / WooCommerce logs do not provide additional detail beyond the “customer token is missing” message

What we’ve already checked

Plugin files updated to the latest version

Test transactions performed (some pass, some fail)

No obvious JavaScript or checkout validation errors

Our full-stack developer reviewed the site and confirmed the issue originates at the gateway/plugin level

Request

Could you please help us understand:

Under what conditions the plugin fails to generate or retrieve the customer token

Whether this is a known issue with:

WooCommerce Subscriptions compatibility

Token creation timing (race condition)

Webhook / response handling from Accept.Blue

Whether additional logging can be enabled to capture token creation / failure

If there is a patch, workaround, or configuration change recommended to prevent this issue

This is affecting live customers and recurring revenue, so any guidance or debugging steps you can provide would be greatly appreciated.

If helpful, we’re happy to:

Share order IDs

Provide screenshots of settings

Enable debug logging as instructed

Thank you for your support.

Best regards, Dr. Rachel Levy, SLPD CCC-SLP Co-founder, The Babel Group rachel@thebabelgroup.com +1 (646) 941-7651

We need our shopping cart to work now. Can we pay you now to correct the issue.

Been using version 1.21.25 no issue. But once I update to either 1.22.27 or 1.22.28 I am seeing failed transactions. Not all. On some of them the logs are showing 403_Forbidden in the response array. Also seeing some logs titled “place-order-debug-8a7e8aa3”. Any ideas?

In addition to the saved customer token issue previously posted we have also found that customers can not change the payment method associated with their subscriptions.

The subscription_payment_method_change_customer action is not listed as being supported even though the subscription_payment_method_change is listed as being supported.

Is this a feature being planned for the future?

Thanks

Hello,

We purchased your Accept Blue gateway plugin for WooCommerce and have run into an issue when using it with subscriptions.

Essentially, it appears that the plugin does not work correctly when checking out using an existing saved token and that checkout order has a subscription.

The resulting subscriptions seem to be missing the customer token and processing fails resulting in the following error:

Accept.Blue Transaction Failed (Customer token is missing.) Order status changed from Pending payment to Failed.

After reviewing the code it looks like the ‘_tokenid’ needs to be transferred to the related subscriptions and the process_subscription_payment function needs to be updated to work with either a card token saved to the _customer_token metadata field or pull it from the WC token if a tokenid is found.

Please advise

Hey there, I’m trying to get customer details to show up in our accept.blue transactions. My POC at Select Bankcard said I need to activate the “customer vault” or something like that. I don’t see this anywhere in the settings. How can I do that?

Hi Ryan, Can your plugin take pre-orders for Coming Soon products? Subscriptions? Does it have an additional fee per transaction? If so, how much?

Regards, ~ Cory C.

Hello, I purchased the plugin for linking Accept.Blue to Woocomerce, but it seems to only support the classic page? Is there a version for the new block editor?

Hi,

I’m getting the error code when using test cards:

Payment Failed with message: ‘Invalid CVV2/Card ID’

I also tried on your demo site and get the same issue at https://acceptblue.ryanplugins.net/classic-demo/classic-checkout/.

How do we fix this for testing on our staging site?

Thanks, Mark

I wasn’t sure how to send you a personal message. where do you buy the plugin? https://codecanyon.net/item/woocommerce-acceptblue-payment-gateway/24672893/support

On another note the paid plugin is not working. See my notes below. Can you reach out to your dev team for support?

Woocommerce Accept.Blue (paid plugin) setup with Approvely payment processor – I’ve installed and now we need to setup to work with woocommerce.

I added the api and code that approvely sent me, but not working on the checkout page.

https://wez2.watermarkdesignmn.com/checkout/

Where I placed it in woocommerce and how the checkout page looks on testing.

Good Afternoon, I have a client that is using accept blue gateway for their e-commerce store and we want to ensure there is a smooth transition in setting up the processing. Would it be possible to have a call with support to discuss while we are entering in the keys necessary activate the connection?

Hello, just wanted to pass along some info as we just purchased this plugin, installed and configured it, and found that it does not display as a payment option in the newest WooCommerce Checkout page template. We get the following message:

There are no payment methods available. This may be an error on our side. Please contact us if you need any help placing your order.

However, if we replace the new template with the old Checkout shortcode or use our theme’s ability to customize the checkout page using its elements, it works fine.

Checked the logs and dev console, nothing is jumping out as far as errors are concerned.

Thought I’d let you know. Thanks.

Hello, I am with Accept.blue and one of our new customers has a few transactions that did process, and show in the gateway, but are not showing in the WooCommerce reporting. Do you know what would cause this?

Notes from client: Transactions not showing up in Woo Out of the 138 transactions I’ve reports in L3. 5 of them are missing from Woo. What’s strange is the customers are receiving the order confirmation email and Woo has a gap in the order numbers where the order should be, yet I’m unable to pull it up Do you have any idea why that would happen?

Hi, I am getting an error code upon checkout “user has blocked requests through HTTP” after activiating and setting this up. Any idea how to fix this?

Hi Ryan! My name is Joe Mason, I am the new Support Lead for Accept.Blue. We had a question, someone was wondering if your plug-in supports recurring transactions? I appreciate your assistance!

Hello, is there the ability to allow for recurring transactions? Specifically if we want to offer a product with 6 equal payments

Hello

I am reaching out for assistance regarding an issue I’m encountering with the Accept.Blue Payment Gateway plugin on my WooCommerce site. When attempting to process payments, I receive the following error message:

“Payment Failed with message: ‘Specified source key not found.’”

Here are the details of the issue:

I’ve generated the Source Key and PIN in my SFPGateway account.

I’ve correctly entered the Source Key and PIN into the plugin settings in WooCommerce.

I have verified that I am using the correct Source Key for either Test Mode (Sandbox) or Live Mode, depending on my testing setup.

Despite these steps, the payment fails with the error mentioned above.

Could you please help me troubleshoot this issue? It seems like there may be a mismatch or configuration problem with the Source Key in the plugin. I would appreciate it if you could guide me through any further steps or checks I need to make to resolve this.