Unable to see Google or Apple Pay

  • Resolved Ian Middleton

    (@ianmiddleton)


    3 months ago

    Hi. Strange problem. We are using a plugin called YITH which splits an order into a deposit and balance order. A user recently tried to pay the balance order, but the card issuer demanding banking app authentication, which was not available. The user then wanted to use Apple Pay, but it was not available at checkout. Seems the payment card option is locked to the card that was used in the previous attempts. (I can see this myself now by switching to the user’s account). How can I clear this? I have tried clear all caches, woopayments, woocommerce and user sessions in the tools section, but it still does not appear, and the payment method keeps just showing – card with the last 4 numbers of the card used before. I have checked the balance orders for other customers who have not yet tried to pay, and there is no card number and the Google and Apple pay options appear fine.

Viewing 15 replies - 1 through 15 (of 23 total)
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  • Plugin Support LovingBro (woo-hc)

    (@lovingbro)

    3 months ago

    Hi @ianmiddleton,

    I understand that after your customer attempted to pay the balance order through the YITH deposit plugin, the checkout now only displays a saved card instead of showing Apple Pay or Google Pay options. This can happen if the payment intent or session is cached, making WooPayments think the same payment method must be used again.

    To clear this behavior, first ensure that the browser and session data are completely cleared. You can do this by:

    1. Going to WooCommerce → Status → Tools.
    2. Clearing transients and WooPayments caches.
    3. Then, under WooCommerce → Orders, open the affected order and click Order actions → Recreate payment intent (if available).

    If the issue persists after these steps, I recommend disconnecting and reconnecting WooPayments under WooCommerce → Settings → Payments → WooPayments → Manage → Connection to ensure the checkout tokens are fully refreshed.

    For more details on managing Apple Pay and Google Pay visibility with WooPayments, please check this guide:
    https://woocommerce.com/document/woopayments/apple-pay/

    Let’s see how it goes once you’ve tried that!

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    HI. Thanks for the advice. I have tried all the above, cleared the site caches, the browser caches and even tried a different browser, but the payment card option is still locked in.

    There is no order action “recreate payment intent” available

    Moses M. (woo-hc)

    (@mosesmedh)

    3 months ago

    Hi @ianmiddleton,

    Thank you for getting back and for the clarification.

    Seems the payment card option is locked to the card that was used in the previous attempts. (I can see this myself now by switching to the user’s account). How can I clear this?

    To better understand the issue, could you clarify when users try to make the balance payment? Do they do this through their account page? Please also share a screenshot of where the balance payment is made using snipboard.io.

    Additionally, is the card information saved, or do users have to enter their card details each time? You mentioned the card is locked to a previous payment; can that field be edited? Also, when they attempt to use Google Pay or Apple Pay, is that done from their My Account page or the Checkout page?

    To help us understand better, please share relevant screenshots or a screen recording of the issue.

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    The user tried to do this through their account page. They paid a deposit and the balance order was pending payment. When the time came to pay, the user tried but their card demanded a banking app confirmation (I assume because the higher amount) and so as the Woopayments card option does not use this the payment did not complete. The order notes just says a payment was started.

    The option at checkout when the click the button to pay for the order are just the card with the last four digits of their card, and BACs, but no option for Google or Apple pay appears.

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    Update, so I have found that if I switch the user’s payment method from card (which the balance order was set to as the deposit was paid that way) to N/A or other, the fixed card details disappear and at checkout card and BACs options are there normally, without any saved card details. But the Google Pay option still does not appear when I am looking at it in Chrome.

    Moses M. (woo-hc)

    (@mosesmedh)

    3 months ago

    Hi @ianmiddleton,

    Thank you for the clarification and for the detailed explanation. I’m glad you also found a way around the card issue. That’s a step in the right direction.

    The user tried to do this through their account page. They paid a deposit and the balance order was pending payment. When the time came to pay, the user tried but their card demanded a banking app confirmation (I assume because the higher amount) and so as the Woopayments card option does not use this the payment did not complete. The order notes just says a payment was started.

    From your explanation, it seems the YITH payment plugin manages the payment logic on the My Account page — it determines how balance payments are handled, calculates the amount due based on its split logic, and controls which payment methods appear there.

    That said, I’d like to clarify a few points:

    1. Apple Pay only appears on Chrome and Safari browsers that use Apple’s engine on Apple devices. This means Apple Pay won’t be available on Chrome for Windows or Android devices. You can read more about this here: Browser Compatibility.
    2. Express Checkout buttons don’t show for digital or non-shippable products. You can learn more here: Product Compatibility.

    If payment methods are still not appearing correctly on the My Account page when using the YITH plugin, please reach out to YITH support, as it’s possible their plugin wasn’t designed to display express checkout options there the same way they appear on the checkout page.

    Let me know if you have any question or need further clarification.

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    The Google Pay button appears on all other balance order checkout sections, where the user has not yet tried to make payment. I have checked several already, where the deposit was paid but the balance is still pending and not payment has been started. I am using Chrome on a windows PC, so I see the Google Pay option come up okay.

    I have reached out to YITH and they say that the order the plugin creates in just another order and would work in the same way as any other order that is created.

    Moses M. (woo-hc)

    (@mosesmedh)

    3 months ago

    Hi @ianmiddleton,

    Thank you for the clarification and for getting back.

    I am using Chrome on a windows PC, so I see the Google Pay option come up okay.

    If you’re using Chrome on a Windows PC, you won’t see the Apple Pay button because that setup isn’t compatible with Apple Pay. Please refer to this guide for details on supported environments:

    https://woocommerce.com/document/woopayments/payment-methods/apple-pay-and-google-pay-compatibility/#browser-compatibility

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    Yes I know I won’t see Apple Pay, but I should see Google Pay but I don’t. My point is that these options are clearly not working if I don’t see the Google Pay option in Chrome on this particular user’s order where the problem lies.

    Moses M. (woo-hc)

    (@mosesmedh)

    3 months ago

    Hi @ianmiddleton,

    Thank you for the clarification. Before I direct you to the appropriate channel, I’d like to get a bit more information. Could you please let me know what type of products you sell?

    The Google Pay button appears on all other balance order checkout sections, where the user has not yet tried to make payment. I have checked several already, where the deposit was paid but the balance is still pending and not payment has been started

    Are you saying that this issue only affects the specific customer you mentioned, and that Apple Pay and Google Pay appear normally for other customers?

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    “Are you saying that this issue only affects the specific customer you mentioned, and that Apple Pay and Google Pay appear normally for other customers?”

    Yes I am. It only affects the order that the client has tried to pay already and the payment failed. On other balance orders where the user has not tried to pay yet, I can see the Google Pay option appear in Chrome, but on the order in question it does not.

    The site sells photography workshops, so it’s a virtual product.

    Moses M. (woo-hc)

    (@mosesmedh)

    3 months ago

    Hi @ianmiddleton,

    Thank you for the clarification it is much appreciated.

    If the express checkout buttons appear for products where no payment has yet been made, meaning the YITH payment split plugin hasn’t acted, then that indicates the express checkout feature is functioning correctly.

    Once YITH becomes involved, part of the payment is processed while the remaining balance needs to be paid later. The logic that determines which payment methods appear, how the remaining balance is handled, and how the split payments are displayed is entirely managed by the YITH plugin. WooCommerce Stripe is designed for standard checkout flows on the checkout, cart, or product pages, not for handling partial or split payments directly.

    The ability to split payments, pay balances separately, or display payment options on the “My Account” page is controlled by YITH, not the Stripe plugin.

    Additionally, since you’re selling virtual products, please review this compatibility guide: WooPayments Apple Pay and Google Pay Compatibility

    YITH may be forcing payment methods to appear on the My Account page even though certain express checkout methods are not compatible with specific product types and setup.

    If you’re using the WooCommerce Subscriptions plugin, please open a support ticket at woocommerce.com for further assistance. If not, kindly contact YITH support, as this issue involves third-party functionality that falls outside WooCommerce Stripe’s scope.

    I hope this explanation clarifies things. If you have more questions, please feel free to ask.

    Thread Starter Ian Middleton

    (@ianmiddleton)

    3 months ago

    No, that is not correct. In each case the YITH payment has acted already. This is happening on all existing orders where the user has made a deposit, and YITH has created two orders one for the deposit and one for the balance which is then pending payment. I talked to YITH and they say that all they do is create two standard Woocommerce orders and after that everything else is handled by Woocommerce and in this case Woopayments.

    When I said the Google Pay option appears on others, I meant that on other orders where the user has already paid a deposit and YITH has created the two orders. I can go to the balance orders for a user who has not yet started to pay the balance order, and see Google Pay fine at checkout when switching to that user’s account. But the problem lies in this order where the user has started to make a payment for the balance order, but it did not complete. Here, I cannot see the Google Pay option.

    Being a virtual product is not a problem, the Google and Apple Pay options are all available elsewhere and have been used without problem by many other customers.

    Moses M. (woo-hc)

    (@mosesmedh)

    2 months, 4 weeks ago

    Hi @ianmiddleton,

    Thank you for getting back.

    But the problem lies in this order where the user has started to make a payment for the balance order, but it did not complete. Here, I cannot see the Google Pay option.

    This is exactly the section I’m referring to. By default, WooCommerce doesn’t display payment methods on the “My Account” page, nor does it include functionality for customers to make payments there. The standard WooCommerce checkout flow happens exclusively through the checkout page.

    In this setup, the logic for displaying payment methods is managed by YITH. YITH’s plugin handles the split payment process, allowing customers to pay an initial amount and then a balance later. This logic doesn’t come from WooCommerce or Stripe for WooCommerce. Stripe’s role is only to process payments once they’re triggered, while YITH determines when and how the payment options are displayed.

    If you deactivate the YITH plugin, both the split payment feature and the display of payment methods on the “My Account” page will disappear, since YITH controls those functionalities, including payment splitting, showing available methods for each payment, and enabling checkout directly from the account page (which isn’t a default WooCommerce feature).

    Therefore, we’re unable to troubleshoot this issue from our side, as it involves a a third-party plugin. If the payment methods fail to appear on your WooCommerce checkout, product, or cart pages while WooCommerce and Stripe for WooCommerce are active alone without third party plugin, that’s something we can investigate. However, in this case, YITH is in best position to resolve why their logic isn’t showing the payment methods correctly for their split payment.

    Being a virtual product is not a problem, the Google and Apple Pay options are all available elsewhere and have been used without problem by many other customers.

    Could you please confirm whether the WooCommerce Subscriptions plugin is active on your website? Also, kindly share your system status report by going to WooCommerce > Status > Get system report > Copy for support, then paste the details on Pastebin and share the link here.

    Thread Starter Ian Middleton

    (@ianmiddleton)

    2 months, 4 weeks ago

    Hi @mosesmedh

    Sorry, I meant that I should see the Google Pay payment method when the customer has clicked pay and gone to the checkout.

    So, I deactivated the YITH plugin, but as suspected the order is still there. I talked to YITH and they said all their system does is split an order into two regular Woocommerce orders, one for the deposit which is paid there and then, and after a balance order which is then pending in the user’s account. If they go to their account page they see the order and and click to pay it, which then takes them to the checkout to make payment. It’s at the checkout where I should see the Google Pay option also, but do not. I repeated this step with the plugin disabled and still did not see the Google Pay option.

    YITH say they do not control anything to do with payment, all they do is create two orders upon purchase if the user selects the deposit option. So the balance order is pending in their account, the same as if I had raised a manual order, and the customer can see the order pending in their account page when logged in.

    I have never used the Woocommerce Subscription plugin on the website, so it would not be there.

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