Telr payment issue

Hi there,

Thank you for explaining the issue. I understand your concern if the payment is authorized, the order status should update accordingly.

To help us investigate this further, could you please share the order notes from one of the affected orders? This will help us see how the payment response is being recorded in WooCommerce.

Additionally, are you using any other payment methods on your site? If so, does this issue occur only with TELR, or are orders from other payment methods also remaining in Pending payment status?

Once we have this information, we’ll be better able to guide you on the next steps.

Hi @musizaidi,

Thank you for sharing the screenshot of the order notes, this is helpful. I can see that the stock hold has been applied, which means WooCommerce is still treating the order as awaiting a confirmed payment rather than a completed one. When a payment is truly completed, WooCommerce expects a successful callback or webhook from the payment gateway to update the order status automatically.

In cases like this, where the payment is authorized in TELR but the order remains in Pending payment, it usually points to the TELR plugin not sending back the final confirmation to WooCommerce, or WooCommerce not receiving or processing that callback correctly. This is handled entirely by the payment gateway integration rather than WooCommerce core.

At this stage, I recommend checking the TELR plugin settings to confirm that the callback or webhook URL is correctly set and reachable. It would also help to review any TELR specific logs or debug logs to see whether the capture or success response is being sent after authorization. If TELR provides a test or log section in their dashboard, that is often the best place to confirm what response is being sent back to the store.

You can also review how WooCommerce updates order statuses after payment here:
https://woocommerce.com/document/managing-orders/#order-statuses.

Since this issue only occurs with TELR, the next best step is to reach out to the TELR plugin developer or TELR support directly with this order example and screenshot, as they can confirm why the order status is not being updated to Processing after authorization.

Please let us know what you find from the TELR side, and we will be happy to take another look with you.

Hi there!

Thanks for sharing the details.

Since you’re using a third-party plugin for the TELR integration, I’d recommend reaching out directly to the TELR plugin’s support team. They’re in the best position to review the plugin settings and confirm why the final payment confirmation is not being sent back to WooCommerce, which would explain why the order remains in Pending payment status.

They’re also most familiar with how their plugin handles payment callbacks, webhooks, and order status updates, and should be able to guide you on the correct configuration or provide a fix if needed.

Please let us know what they suggest or if they share any additional details we’ll be happy to take another look from the WooCommerce side if needed.

Hi @musizaidi,

For TELR Secure Payments support, including questions around integrations and callbacks, the best official contact point is their contact page here: https://telr.com/contact-us.

From there, you can submit an inquiry directly to their team. When reaching out, it will help to include details such as the order example, screenshots of the order notes, and confirmation that the payment is authorized on the TELR side but remains Pending payment in WooCommerce.

Once you hear back from TELR or if they share any guidance, feel free to update us here and we will be glad to review it with you and see how it ties in on the WooCommerce side.