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Kbradley5
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December 2, 2024 at 2:35 pm
Two people were unable to “input” their credit card information in the last few days. We changed to Paypal Commerce as soon as EE notified us they were phasing out the other PP option. Registrations have been coming in fine until they were not. I was able to go the abandoned registration, download the transaction receipt and follow the PAY NOW link and put their credit card for them successfully. I have also been able to test it on my side and can input a credit card.
I looked through the forum and saw something on payment logs, where I do see a few ORDER ID is missing. What does this mean and how do I fix or reset this? I am very limited in ability, not a programmer, just a small business owner.
I also noticed there was no Payment option “button” just the little circle, when I click it and then click proceed it then takes me to the location where they can click a Paypal button or just put their credit card # in. cant seem to figure out why.
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Tony
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December 2, 2024 at 5:09 pm
Hi there,
A missing order ID can happen for multiple reasons, it basically means that Event Espresso sent a request to PayPal with X details on it and PayPal should return an order ID it can use to reference the order and allow payment… but PayPal sent back either nothing, or an error.
So then EE doesn’t have an Order ID to work with and it throws the above error, but WHY we didn’t get an order ID is the important part.
The quickest way to troubleshoot this is for me to to take a quick look over the payment logs to see if anything stands out. I can’t tell you exactly what to look for yourself so its just a case browsing through the errors/logs to see what they show.
If you can send temp login details using this form:
https://eventespresso.com/send-login-details/
With some details of one of the EE Transactions this happened on, I’ll take a look over the logs and see.
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Kbradley5
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December 2, 2024 at 5:29 pm
ok I sent it, also I just had someone register so not sure why 2 people couldn’t. Thanks for looking into this!
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Tony
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December 3, 2024 at 3:12 am
So theres not details at all for the request to generate an order ID, which leads me to believe that somehow it’s not getting triggered.
However, when I test it on your site it works fine!
So, a few questions, the first one relates to this:
I also noticed there was no Payment option “button” just the little circle, when I click it and then click proceed it then takes me to the location where they can click a Paypal button or just put their credit card # in. cant seem to figure out why.
Where are you referring to here? This sounds like it was/is waiting for a request to complete, or the request failed, but I need to know which section this is happening on…. can you add a screenshot highlighting where you saw the circle?
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When this failed for the person you processed it for, how were they trying to pay? Using a Paypal account or card details? (I’m assuming the latter based on your replies but just confirming)
Do you know what device they were using to pay? Mobile or desktop for example.
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Tony
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December 3, 2024 at 4:37 am
Also, a side note.
As you only have 1 payment method, you can set that payment method to be open by default and skip a small step fo you users.
Event Espresso -> Payment Methods -> PayPal Commerce.
Set ‘Open by default’ to yes and save.
That preselect PayPal Commerce and option up the billing form on checkout.
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Kbradley5
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December 3, 2024 at 5:27 am
ok it was NOT set to Open to Default so I did change and save. Thanks
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Tony
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December 3, 2024 at 5:36 am
That likely won’t fix anything here, but just gives a better user experience.
Just double-checking your saw my reply above the last one:
https://eventespresso.com/topic/paypal-commerce-cant-charge-the-order-the-order-id-is-missing/#post-358901
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Kbradley5
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December 3, 2024 at 9:25 am
can you add a screenshot highlighting where you saw the circle? I just tried it again, and the Payment button that shows the VISA & MC ect logo under Payment Method was there, so not sure what that is about. It also lets me add a credit card or click on the Paypal option.
However I just had someone reach out 1 hr ago and said they couldn’t add their credit card. I am waiting to speak to them to find out what browser and desk or mobile. I’ll reply back when I know, but something isn’t right!
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Kbradley5
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December 3, 2024 at 9:52 am
Tony, Ok so she made 4 attempts which would allow her to input her name, address ect but would NOT allow the card #s, expiration or CVV. these are her attempts 11/25 12:55pm & 7:39pm, 11/28 4:10pm, 12/3 10:09 am. All of those were either an I phone or Safari (mac). Her last attempt was on a PC (edge) 12/3 11:36am and it allowed her to input her credit card details.
When I have check on my side I am on a MAC w/ Safari so now I am really confused! 🙂
I will not trash her failed attempts until you tell me too incase the logs are associated.
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