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DH
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June 21, 2018 at 2:44 am
Hi EE,
we have an issue with Paypal Express
after they register with their information, the website redirects them to the paypal website and when they click pay, it redirects back to our website with the message:
Error 10486: This transaction couldn’t be completed.
We suggested them to try on other browsers and other devices, they said it’s the same result as before even with either PayPal Account or credit cards on PayPal website.
We called PayPal, and they said it’s working fine on their end, it’s probably the plugins we are using. Can you immediately check on this … As it is urgent and everybody is complaining about the registration system. We have lost many customers due to this.
Our website: cala2019.puc.edu.kh
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Tony
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June 21, 2018 at 3:09 am
Hi there,
Error 10486 is an error from PayPal and not Event Espresso, they return that error when the buyers funding source fails. This is from the PayPal docs:
When a buyer’s funding source fails, the DoExpressCheckoutPayment call returns a 10486 error. If this error occurs, you can redirect the buyer back to PayPal where they can choose an alternate funding source or add a new one.
A funding source may fail for these reasons:
The billing address associated with the financial instrument could not be confirmed.
The transaction exceeds the card limit.
The transaction was denied by the card issuer.
See here:
https://developer.paypal.com/docs/classic/express-checkout/ht_ec_fundingfailure10486/
So as it stands Event Espresso sounds like it is doing exactly as it should, the user attempts to pay, PayPal return and error and EE shows them the error and allows them to attempt payment again.
One thing I did find when looking into this, is that it looks like it can be an issue with PayPal account itself, (see the comment HERE) so I recommend contacting PayPal once again and have them confirm everything is setup correctly on your account and you have no additional ‘security checks’, ‘special requirements’ etc waiting on your account.
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DH
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June 21, 2018 at 4:29 am
Hi Tony,
Thank you for your prompt response.
Actually, this has occurred with approximately 80% of our customers.
We currently have a very dire situation, and PayPal confirmed that it is absolutely NOT their issue. Our customers confirmed that their international cards do not have any issues at all. Our customers are from all over the world, not just in one country, so it is impossible when you think this issue is from our customers’ end. We tested and the PayPal Express was working perfectly before. But then suddenly a few weeks after, no one can pay. We did not change anything at all. So can you check please?
Thanks in advance.
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Tony
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June 21, 2018 at 4:55 am
We currently have a very dire situation, and PayPal confirmed that it is absolutely NOT their issue.
99% of the time PayPal say exactly that, then all of a sudden things magically stop/start working without any changes made on your/our end. If you search for issues with PayPal you’ll find many users on various platforms have had issues with PayPal, contact Paypal to be told there are no issues on PayPal’s end, only for everything to start working again an hour or so later with no other changes (pointing to a change PayPal made on their end).
I don’t understand how they can say this is not their issue, the error you mentioned above is not from Event Espresso, it’s from PayPal, EE then just receives the error and goes from there.
So PayPal must have more information on why those transactions are failing, we (EE) don’t have any information other than what PayPal return from the request.
We tested and the PayPal Express was working perfectly before. But then suddenly a few weeks after, no one can pay. We did not change anything at all. So can you check please?
Whilst I very highly doubt this is a plugin conflict, have you updated any plugins/themes between when it worked and when it did not?
If this was a problem with the EE PayPal Express payment method we’d have had at least 1 other report of this and we’ve had none so far, we also use PayPal Express on EventSmart with no issues at all.
I’m more than happy to investigate this, but we haven’t changed the PayPal Express payment method for a while so there are no reasons for it to stop working on EE’s end all of a sudden, so what would you like me to check?
I can review the payment logs on your site to confirm the details that are expected to be set over to PayPal Express are, but based on the error I’m pretty certain they are, as you’d receive a completely different error if EE couldn’t connect to PayPal.
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