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supportI have a very similar problem to the one described by @breizhtiger on the page https://wordpress.org/support/topic/woocommerce-and-sumup-plugin-connection-problem/ His screenshots could be mine. But I still create a new topic. Because my messages kept being deleted … “ you cannot be sure you have the EXACT same problem – create your own topic ” (Moderator T800) The sumup for no clear reason stopped working and nows displays an error message : Each time I try to connect it, and follow the steps, everything seems fine except it ends up with an error message : “ Compte SumUp non connecté – Les informations d’identification ne sont pas valides. Veuillez réessayer. “ Screenshot : https://ibb.co/5hpg0CcW While the configuration step, I can see my eshop twice : both as “to be connected” and as “already connected” (screenshot : https://ibb.co/LX3xgvtz ) I think there has to be a link between this glitch and the broken connection. Is there a way to delete this “already connected shop” ? This might be interfering with the shop I try to connect… that is actuelly the same . Thanks for any help, I contacted Sumup team, that has been repeating for 1 week “we are investigating full time, please hold on” and stopped apologizing one week ago, I don’t know what to do !
I asked SumUp again yesterday, because their support team has been silent for days and days. I got a beautiful answer explaining how sorry they are, how hard they work, and appreciate my patience. I feel almost better except it smells strongly like AI. They ask for no test, no access, no further info… we are alone.
Here is the latest I got from them, not a solution for now but maybe a lead. Thank you for reaching out regarding the connection issue you’re experiencing with the WooCommerce plugin. After investigating the issue, we’ve determined that the connection failure is related to the hosting environment provided by OVH. Specifically, OVH’s free-tier hosting uses shared IP addresses, which are publicly available and often subject to misuse. Because these IPs are widely accessible at no cost, they are more frequently targeted for malicious activity and are consequently added to abuse or block lists. In your case, it appears the IP address assigned to your site has been listed by Cloudflare, which is currently managing the block list affecting your WooCommerce API connections. To resolve this, we recommend contacting Cloudflare directly to request a delisting of the IP address you are currently using. For testing purposes, you might consider running a local PHP or web server on your workstation and using your home IP address to make API calls. This can help bypass the restrictions while you verify the functionality of your integration. For a production environment, especially when using IPv4, we strongly recommend using a dedicated IP address—or at the very least, one that is not part of a free or shared-tier hosting plan. This approach can significantly reduce the likelihood of being affected by IP reputation or access issues.
Hi Breizhtiger, I got yesterday the exact same answer from Sumup team, my eshop is hosted with OVH. Basically, Sumup says we are supposed to ask Cloudflare to remove the (shared) IP of the eshop from their blacklist, and if they do, Sumup may work again. Cloudflare let users report abuses ( https://abuse.cloudflare.com/ ) but the form seems meant to say “ This website is outlaw “, so I am not sure it can be used to say “ This website SHOULD NOT be considered outlaw “. So how are we supposed to proceed with Cloudflare ? The thing is : Cloudflare may not accept to whitelist a shared IP if this IP is indeed used by a malicious / infected websites ! Should we first ask OVH to clean the malicious websites on this IP ?
The tool abuseipdb says that my IP has been reported a few times but the confidence of abuse score is 0/100 : “we have no reason to suspect it is malicious”. https://www.abuseipdb.com/check/54.36.91.62 @breizhtiger are you hosted by OVH ?… Is your IP 54.36.91.62 ?
@rom-soul I am hosted by OVH, my IP is 51.91.236.193 Some other users seems to have seen the problem resoled yesterday June 21st without doing anything special other than reconnecting their account but today for me it is not solved, so I am trying to reach them in order to have some news if it’s still working or not
I just tried to reconnect the eshop to the SumUp account, it did not work for me neither. I will now try to find out how to tell Cloudflare my IP is honest.
Update after my latest messages with SumUp : it seems that if your shop uses a shared hosting , SumUp is not a reliable payment solution. Sumup uses Cloudflare to decide if a website is reliable, and if Cloudflare considers the IP address of your website suspicious, SumUp won’t work on your shop. Their is no way to ask Cloudflare to “whitelist” an IP if it is considered suspicious, and SumUp won’t help on that. I tried to explain to SumUp that THEY could ask Cloudflare, since they work together, but there is nothing they can /will do. If I still want Sumup to work, I am supposed to change my hosting for a more expensive one. ( Or I can change my payment plugin )
Hello, So for me it fixed itself on Wednesday, nothing done, just my connection is working. I guess my IP is not suspicious anymore, I hope it will stay the same for the longest time possible. I hope it starts to work out for you.
@rom-soul I had the confirmation from OVH that connection to api.sump.com from my cluster is ok since wednesday, I am going to ask them if it is from their doing or something else but maybe you can contact OVH so they can work on cleaning their IP’s reputation https://community.ovhcloud.com/community/fr/ip-ovhcloud-bloquee-par-clouflare?id=community_question&sys_id=029da0a8c0126258f078ee19a60c29d8&anchor=answer_39baaab4dd962e182d4cec1e5e314eaa (sorry it’s in French ^^)
Sumup is connected again on my eshop ! I just took a look 1h ago, and the connection with SumUp was back, after a MONTH. I received no news from SumUp team so I don’t know exactly what changed . As you suggest @breizhtiger , CloudFlare and OVH maybe signed a peace treaty about the IP addresses of some shared hosting servers ? I’ll watch the answer of OVH on the link you provide, since I’m curious to know how OVH negotiates about this kind of things. Shame to Sumup for taking so long to provide info about their plugin failure. I’ve lost so much time… I’ll let this ticket open in case an explanation appears.
Hi, I had the same problem a few weeks ago. I couldn’t find any solutions, and one day the plugin started working again. After two weeks of not doing anything about it, I checked. It stopped working again. Are you still having problems?
Hello @snoufff15 For us everything is ok since then, we didn’t have any news from OVH on how it got solved
I asked SumUp again yesterday, because their support team has been silent for days and days. I got a beautiful answer explaining how sorry they are, how hard they work, and appreciate my patience. I feel almost better except it smells strongly like AI. They ask for no test, no access, no further info… we are alone.
Here is the latest I got from them, not a solution for now but maybe a lead. Thank you for reaching out regarding the connection issue you’re experiencing with the WooCommerce plugin. After investigating the issue, we’ve determined that the connection failure is related to the hosting environment provided by OVH. Specifically, OVH’s free-tier hosting uses shared IP addresses, which are publicly available and often subject to misuse. Because these IPs are widely accessible at no cost, they are more frequently targeted for malicious activity and are consequently added to abuse or block lists. In your case, it appears the IP address assigned to your site has been listed by Cloudflare, which is currently managing the block list affecting your WooCommerce API connections. To resolve this, we recommend contacting Cloudflare directly to request a delisting of the IP address you are currently using. For testing purposes, you might consider running a local PHP or web server on your workstation and using your home IP address to make API calls. This can help bypass the restrictions while you verify the functionality of your integration. For a production environment, especially when using IPv4, we strongly recommend using a dedicated IP address—or at the very least, one that is not part of a free or shared-tier hosting plan. This approach can significantly reduce the likelihood of being affected by IP reputation or access issues.
Hi Breizhtiger, I got yesterday the exact same answer from Sumup team, my eshop is hosted with OVH. Basically, Sumup says we are supposed to ask Cloudflare to remove the (shared) IP of the eshop from their blacklist, and if they do, Sumup may work again. Cloudflare let users report abuses ( https://abuse.cloudflare.com/ ) but the form seems meant to say “ This website is outlaw “, so I am not sure it can be used to say “ This website SHOULD NOT be considered outlaw “. So how are we supposed to proceed with Cloudflare ? The thing is : Cloudflare may not accept to whitelist a shared IP if this IP is indeed used by a malicious / infected websites ! Should we first ask OVH to clean the malicious websites on this IP ?
The tool abuseipdb says that my IP has been reported a few times but the confidence of abuse score is 0/100 : “we have no reason to suspect it is malicious”. https://www.abuseipdb.com/check/54.36.91.62 @breizhtiger are you hosted by OVH ?… Is your IP 54.36.91.62 ?
@rom-soul I am hosted by OVH, my IP is 51.91.236.193 Some other users seems to have seen the problem resoled yesterday June 21st without doing anything special other than reconnecting their account but today for me it is not solved, so I am trying to reach them in order to have some news if it’s still working or not
I just tried to reconnect the eshop to the SumUp account, it did not work for me neither. I will now try to find out how to tell Cloudflare my IP is honest.
Update after my latest messages with SumUp : it seems that if your shop uses a shared hosting , SumUp is not a reliable payment solution. Sumup uses Cloudflare to decide if a website is reliable, and if Cloudflare considers the IP address of your website suspicious, SumUp won’t work on your shop. Their is no way to ask Cloudflare to “whitelist” an IP if it is considered suspicious, and SumUp won’t help on that. I tried to explain to SumUp that THEY could ask Cloudflare, since they work together, but there is nothing they can /will do. If I still want Sumup to work, I am supposed to change my hosting for a more expensive one. ( Or I can change my payment plugin )
Hello, So for me it fixed itself on Wednesday, nothing done, just my connection is working. I guess my IP is not suspicious anymore, I hope it will stay the same for the longest time possible. I hope it starts to work out for you.
@rom-soul I had the confirmation from OVH that connection to api.sump.com from my cluster is ok since wednesday, I am going to ask them if it is from their doing or something else but maybe you can contact OVH so they can work on cleaning their IP’s reputation https://community.ovhcloud.com/community/fr/ip-ovhcloud-bloquee-par-clouflare?id=community_question&sys_id=029da0a8c0126258f078ee19a60c29d8&anchor=answer_39baaab4dd962e182d4cec1e5e314eaa (sorry it’s in French ^^)
Sumup is connected again on my eshop ! I just took a look 1h ago, and the connection with SumUp was back, after a MONTH. I received no news from SumUp team so I don’t know exactly what changed . As you suggest @breizhtiger , CloudFlare and OVH maybe signed a peace treaty about the IP addresses of some shared hosting servers ? I’ll watch the answer of OVH on the link you provide, since I’m curious to know how OVH negotiates about this kind of things. Shame to Sumup for taking so long to provide info about their plugin failure. I’ve lost so much time… I’ll let this ticket open in case an explanation appears.
Hi, I had the same problem a few weeks ago. I couldn’t find any solutions, and one day the plugin started working again. After two weeks of not doing anything about it, I checked. It stopped working again. Are you still having problems?
Hello @snoufff15 For us everything is ok since then, we didn’t have any news from OVH on how it got solved