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Troubleshooting 'We couldn’t verify the postal code' Errors in WooPayments

23 threads Sep 10, 2025 Plugin → Woopayments: integrated woocommerce payments

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Understanding the Postal Code Verification Error

A common and frustrating issue reported by many store owners using the 'WooPayments: Integrated WooCommerce Payments' plugin is the error message: "We couldn’t verify the postal code in the billing address." or "The zip code you supplied failed validation." Customers see this during checkout, often leading to failed orders and potentially lost sales, even when they are certain the postal code they entered is correct and matches the one on file with their bank.

Why Does This Happen?

This error is not typically a bug in the WooPayments plugin or a mistake by the customer. It is part of a standard fraud prevention measure known as Address Verification System (AVS). Here’s the process:

  1. A customer enters their card details and billing address at checkout.
  2. WooPayments sends this information, including the postal code, to the payment processor (Stripe).
  3. Stripe forwards the postal code to the customer's card-issuing bank for verification.
  4. The bank checks the provided postal code against the one it has on file for the cardholder.
  5. If the codes do not match exactly as the bank has them recorded, the bank declines the verification check, and the transaction fails.

Key Point: The validation is performed by the customer's bank, not by WooCommerce or WooPayments directly. This is why the same postal code might work for one customer but fail for another—it depends entirely on how their individual bank has the information stored.

Common Solutions and Troubleshooting Steps

1. For Store Owners: Advising Your Customers

Since the issue usually originates with the bank, the first step is to guide your customers.

  • Contact Their Bank: Politely suggest the customer contact their card issuer to confirm the exact billing address and postal code associated with their credit or debit card. Often, the bank has an old or slightly different code on file.
  • Try a Different Card: Recommend they attempt the purchase with a different payment card from another bank.
  • Formatting Matters: Instruct customers to enter the postal code exactly as their bank has it. For example, some banks may require a space (e.g., 'WA13 9QL') while others may not (e.g., 'WA139QL').

2. For Regions Without Standard Postal Codes

Some regions, like Hong Kong, do not widely use postal codes. However, if the field is left blank, the AVS check may fail.

  • Customers in these areas may need to enter a common placeholder code, such as '000000' or '00000', if their bank accepts it. They should check with their bank for the required format.

3. Check for Plugin or Theme Conflicts

While less common, a conflict on your site could theoretically interfere with data transmission.

  • Follow standard conflict testing procedures: temporarily switch to a default theme (like Storefront) and disable all plugins except WooCommerce and WooPayments. Then, attempt a test transaction to see if the issue persists. This can help rule out other software causing the problem.

4. Understanding Authorized but Failed Charges

Some users report that a customer was temporarily charged even though the order failed. This can happen.

  • When a transaction is attempted, the bank may place a temporary "hold" or authorization on the funds. If the order fails due to an AVS check, this authorization should typically drop off the customer's account within a few business days (depending on the bank's policy) and they will not be permanently charged. You should not manually complete a failed order, as the funds have not been successfully captured.

What You Cannot Do

It is important to understand the limitations regarding this security feature.

  • Cannot Disable AVS in WooPayments: Unlike the standalone Stripe plugin, the 'WooPayments: Integrated WooCommerce Payments' plugin does not offer a setting for store owners to disable AVS (postal code) checks. This is a security feature enforced by the payment gateway.

When to Seek Further Help

If the problem is widespread and affecting a large number of customers (not just one or two), it may indicate a deeper issue. Before seeking help, gather the following information from your WordPress admin dashboard:

  1. System Status Report: Navigate to WooCommerce > Status. Click 'Get system report' and then 'Copy for support'.
  2. Error Logs: Check for any relevant logs under WooCommerce > Status > Logs.

This error, while disruptive, is a common part of processing card payments online. The most effective resolution almost always involves the customer confirming their correct information with their card-issuing bank.

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