Enabling Logs

To analyze in detail any problem found while using the Asaas Plugin, it is essential that Logs are enabled.

To do this, access WooCommerce > Settings > Payments, select any of the payment methods made available by the Asaas Plugin and locate the Enable Log option in the Debug Log section.

After enabling the option, save the changes.

Problems with WooCommerce

After I updated the plugin, it stopped working. Can I download an old version?

If it is really necessary, on the plugin page in WordPress, click Advanced view and scroll to the bottom of the page to locate the section for downloading previous versions.

An error occurred while processing your order. Please contact us.

This is the most common error and usually indicates a failure in communication between your store and Asaas during charge creation.

Before starting the analysis, make sure the Debug Log is enabled.

After reproducing the error, access WooCommerce > Status > Logs.

On this screen, all Logs registered by the store will be displayed.

The Asaas Plugin records have the prefix asaas, followed by the payment method used:

• credit-card for Credit Card;
• ticket for Bank Slip;
• pix for Pix.

Open the most recent Log corresponding to the payment method that presented the error.

If a failure really occurred, at the end of the file an entry containing EMERGENCY followed by the code returned by the Asaas API will be displayed.

This code will help identify the cause of the problem using the guidance presented in the next sections.

Error "There are no payment methods available" at checkout

Since version 8.3 of WooCommerce, a new block system for checkout was introduced.

Some plugins still do not have compatibility with this structure, including certain versions of the Asaas Plugin.

As an alternative, use the shortcode below on the checkout page using the Gutenberg editor:

[woocommerce_checkout]

This will make WooCommerce use the classic checkout model.

Error 401

This error indicates that the API Key provided is invalid.

Check whether:

• the API Key was generated correctly;
• the selected environment corresponds to the key used (Sandbox or Production).

If necessary, generate a new API Key and update your configuration.

After updating the key, perform a new test by creating an order.

Error 403

This error usually indicates some access restriction to the API.

In WooCommerce, the most common reason is related to the server’s country of origin.

Some countries have restrictions due to Asaas security policies.

If necessary, change the country of origin of the requests to an allowed country or contact our Integration Success team.

Error 404

This error usually occurs when the same store is used in more than one Asaas account or when there has been a migration between Sandbox and Production.

Since WooCommerce internally stores the identifier of the customer created in Asaas, it will be necessary to remove these metadata.

Run the query below in the database:

DELETE FROM wp_usermeta
WHERE meta_value LIKE '%cus_000%';

The subscription creates only the order

If you use WooCommerce Subscriptions and notice that only the order is created, it will be necessary to use WooCommerce legacy storage.

Access:

WooCommerce > Settings > Advanced > Features

Then:

• enable WordPress posts storage (legacy); or
• click Enable compatibility mode, synchronize the subscriptions and try again.

The order is not marked as completed

Physical orders depend on manual completion in WooCommerce.

If you want automatic completion, mark the product as:

• Virtual
• Downloadable

Problems with Webhooks

Paid order did not update the status

If orders are not being updated automatically, first check the status of the Webhooks queue.

Access WooCommerce > Status and locate the Asaas Payment Method section.

If the queue is interrupted, click Re-enable webhooks queue.

After reactivation, the status will be updated and the button will become unavailable.

If the queue remains interrupted, consult the Webhook Logs in your Asaas account.

See also:

How to view Webhook Logs

Error 403 in Webhooks

Check whether the server firewall is not blocking the IPs or headers sent by Asaas.

Error 500 in Webhooks

This error indicates that the server responded with an internal error.

Check:

• whether you are using the latest version of the Asaas Plugin;
• whether the server is working correctly;
• whether there are not multiple Webhooks configured for the same store.

Error 408 in Webhooks

The server took more than 10 seconds to respond to Asaas.

Check server availability and re-enable the Webhooks queue.

Incompatibility with plugins

If the Asaas Plugin presents unexpected behaviors, such as:

• QR Code not displayed;
• customers created without charge generation;
• unexpected Webhook failures;

check whether another plugin is overriding checkout functionalities.

The most common conflicts occur with checkout customization plugins.

Other problems

If you continue experiencing difficulties, contact our support team.