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Payment Declined Errors Frequently for 2 weeks

Posted: April 7, 2019 at 12:29 pm


Jarred

April 7, 2019 at 12:29 pm

Hi guys, this is urgent. We are getting payment declined notifications on the daily now and this has never happened before at this frequency.

If I need to buy a support token let me know. It’s that serious of an issue becuase the customer will try two or 3 times to register their child and pay, but eventually give up and it makes our site look fishy obviously if a normal person who is legit has trouble paying.

Its the same error message everytime when I look at the pending payment registrations.

Here is the error Event Espresso has

The IP Address provided is invalid.

http://prntscr.com/n8qza9

Please advise


Tony

  • Support Staff

April 7, 2019 at 12:55 pm

Hi Jarred,

The error you’ve posted comes directly from PayPal rather than Event Espresso.

Just above the section you’ve shown on the screenshot you’ll see a view additional transaction session details link, click that and view the users IP address.

Is it an IPv4 or IPv6 address?

You can post it here in a private reply if unsure.


Jarred

April 7, 2019 at 1:07 pm

this is all the info that shows in that area you are referring too.

http://prntscr.com/n8rfm8


Jarred

April 7, 2019 at 1:10 pm

Could it be from icognito tabs? Or certain browsers? We have plenty of successful registrations and payments, but the amount of payment declined has upticked so I want to stay ahead of future issues


Tony

  • Support Staff

April 7, 2019 at 1:23 pm

Could it be from icognito tabs?

I doubt it, Incognito/Private tabs control the session data on your machine, not the server.

Or certain browsers?

Maybe, although again, I doubt it.

There are 2 possibilities that I can think off hand:

#1 (unlikely imo)
Your server config is preventing EE from collecting an IP address to send to PayPal. PayPal require that we send the IP address of the buyer to them when we send the payment request, no IP will result in an error.

The reason I say this is unlikely is becuase you have working payments, its unlikely that your srver just magically allows some IP’s through, but not others…. unless….

#2 The buyer has an IPv6 IP Address.
As mentioned, PayPal require we send the IP address over to them when creating a payment, yet they don’t support IPv6! Meaning if we send anything other than an IPv4 address, they throw the above error, see:

https://www.paypal.com/us/smarthelp/article/why-did-i-get-api-error-code-10747-ts1076

Next step…

Go to Event Espresso -> Payment Methods -> Logs.

Search for the ID of the transaction from the screenshot and you’ll find multiple log entries for that payment.

Click the ID on the LEFT (not the TXN ID on the right) to open up those log entries. Your looking for ‘paymentaction’ and it wil equal ‘Sale’.

When you find that, look through that page to find ‘ipaddress’, what does it show?


Jarred

April 7, 2019 at 1:49 pm

This reply has been marked as private.


Jarred

April 7, 2019 at 1:52 pm

Not sure if you need to make that private or delete it or not, but thats what I see in the spot you said you wanted me to look


Jarred

April 7, 2019 at 1:57 pm

here were the errors
http://prntscr.com/n8s39d


Tony

  • Support Staff

April 7, 2019 at 1:59 pm

Yeah, that’s an IPv6 address.

PayPal themselves don’t support IPv6 and whilst there are some IPv6 equivalents for IPv4, not all IPv6 addresses can be converted as there are more v6 address than v4 (which is the whole point of IPv6) so we can’t add a conversion into EE to fix this.

The only real solution is for PayPal to support IPv6, until that happens anyone with an IPv6 address that tries to pay on your site using PayPal Pro (and possibly PayPal methods) will fail.


Tony

  • Support Staff

April 7, 2019 at 2:00 pm

Also, have you actually checked in your PayPal account to confirm that payment didn’t go through?

Some reports online state that the get that error, yet the payment did actually succeed (which seems odd to be, but its PayPal and they do odd stuff!).


Jarred

April 7, 2019 at 2:50 pm

Interesting, yes I checked PayPal and it didn’t go thru. We ended up just calling the lady since the info was saved and she paid over the phone with card.

Can you suggest which payment processor to use then?

Would Square work? and then just have PayPal express checkout as a different option?

So basically use square for credit cards on website but PayPal express if they want to pay with Paypal.

Or is there a different one that would be better to use for cards on website along woth PPExpress as 2nd option?

Thanks, I just want to use whatever works BEST with event espresso.


Josh

  • Support Staff

April 8, 2019 at 7:55 am

Braintree might be a good fit since it has PayPal payment option but also lets you pay by credit card.

https://eventespresso.com/product/eea-braintree-gateway/

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Updated by  Josh 1 week, 3 days ago ago

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