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BurntCorkMedia
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May 14, 2014 at 7:41 am
A bit of a serious one.
Clients have been purchasing tickets. Their credit cards are being charged but the money does not reach my bank account. It indicates in the back end that the client’s payment is pending. This is when they pay through pay pal pro which I have now turned off until this is resolved. Please can you assist. I am concerned to say the least! I have checked with Paypal and my hosting company – no problems on either side or indication of hacking.
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Josh
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May 14, 2014 at 8:38 am
Hi there,
When you checked with PayPal, did they say they know where the money went?
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BurntCorkMedia
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May 14, 2014 at 9:09 am
Thank you for your quick response, Josh. They said they have absolutely no record of it. Not even a slow log!
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BurntCorkMedia
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May 14, 2014 at 9:12 am
PS: As it so happens I was watching Google Analytic and actually saw when the transaction had happened – had reached the thank you page and there was a transaction id. However I received no notification etc
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Josh
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May 14, 2014 at 9:38 am
So the charge was made to the client’s credit card, you have a transaction ID, but PayPal doesn’t have a record of the transaction?
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BurntCorkMedia
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May 14, 2014 at 9:41 am
That is correct, yes.
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Josh
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May 14, 2014 at 10:33 am
Can PayPal look up the Transaction ID’s that you have?
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BurntCorkMedia
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May 14, 2014 at 10:49 am
Hi Josh
Paypal had no record of the transaction. I had the foresight to take note from Google anayltics to make a note of the thank you page / id when I saw it go through because I saw it happen last week also and had no payment from/ notification from that transaction either. So I am assuming it is ee transaction id which is thank you/?r id+ 61-537362cba4291 if that means anything to you! 🙂
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BurntCorkMedia
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May 14, 2014 at 10:51 am
I should add that I recently changed my hosting account and added a new SSL cert – just in case that has anything to do with it (according to my host provider all is fine)
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Josh
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May 14, 2014 at 11:02 am
Yes, that is a registration ID, which gets assigned before payment is made. There is also a transaction ID that PayPal sends back when someone pays. If the transaction ID is not in the Event Espresso admin, you can also check for it in the log file located in /wp-content/uploads/espresso/logs. It will have everything that PayPal sends back to your site.
If it’s a change in hosting or in the SSL cert that caused the breakage your host can help you sort that out.
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BurntCorkMedia
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May 14, 2014 at 11:04 am
Thank you Josh. I will go back to my hosting and find out.
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BurntCorkMedia
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May 15, 2014 at 4:49 am
Hey Josh
I’ve contacted my hosting and gone through everything at length and they seem to think its to do with the plug in. Any further suggestions, please?
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Josh
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May 15, 2014 at 8:12 am
Why do they think that? When the customer paid and PayPal took their money, what does it say on their charge card statement?
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BurntCorkMedia
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May 15, 2014 at 10:40 am
Ok… Thanks Josh
Paypal has no record of any transaction.
The customer did reach the Thank you page which I saw on Google Analytics.
I’ve asked her several times to provide proof of payment which she has not done.
I suspect because she reached that page, she thinks it went through but it didn’t.
I also see where she has tried to buy tickets for other events and that failed.
I followed your advice and checked log page and see that the message states currency not recognised.
I wish it was only this one person but I have 7 payments that did not go through Paypal pro so certainly something is amiss.
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Josh
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May 15, 2014 at 10:51 am
Please clarify whether there was actually a charge made by PayPal or the charge never went through. There seems to be some confusion here and it will be helpful to know whether the charge went through to PayPal -or- the charge never went through.
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BurntCorkMedia
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May 15, 2014 at 10:53 am
Yes, I can understand the confusion.
I can only assume that the charge was not made to the client’s card.
I know for sure that Paypal did not receive any money into my account.
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Josh
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May 15, 2014 at 11:12 am
Then this is an entirely different issue than what the title of this thread suggests.
Please check with your new host to make sure PayPal is not blocked by their firewall. If they are not sure, here is more information:
https://developer.paypal.com/docs/classic/lifecycle/faq/#ipaddress
You can also try activating PayPal Pro, run a test transaction, and check for an error code on the Thank You page. Here’s a list of PayPal Pro’s error codes, what they mean, and what action to take:
https://ppmts.custhelp.com/app/answers/detail/a_id/284/related/1/session/L2F2LzEvdGltZS8xNDAwMTczNTUyL3NpZC9aeDdaUWtVbA%3D%3D
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BurntCorkMedia
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May 15, 2014 at 11:20 am
Thanks Josh I will look into all of that.
Please note the title reflects the information given by the client.
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BurntCorkMedia
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May 16, 2014 at 6:02 am
Hello Josh
Well thank you for having the patience of a saint. I’ve got to the bottom for this at last and thought it would be good to share and perhaps address this issue.
I am based in the UK. Paypal Pro does not process Amex cards in th UK and this (in this instance ) was the problem. I had Amex ticked as an option via the plug in as a payment option (who knew?). The payment would seem as if it went through via website as it goes to thank you page rather than saying decline.
I’ve not encountered this issue in all the months… but there you go!
Cheers, anyway.
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