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PTA Education
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December 14, 2014 at 10:07 pm
Hi there,
I have got 6 customers contacting my company regarding payment not being accepted online. They are told their cards couldn’t be used for this payment. They told us the cards are just normal credit/visa cards and have made payment using the cards in the past.
It is not restricted to certain specific events. However I have no trouble paying using my visa card but haven’t tested using other cards.
Could you please shed some light on what may cause this and a solution? a event they have trouble with is http://www.ptacademy.edu.au/event-registration/?ee=43
I am using paypal standard and not have sandbox enabled.
Please let me know what other info I need provide.
Many thanks
Patrick
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Dean
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December 15, 2014 at 1:31 am
Hi,
I ran a test registration on your site, and the payment gateway is confirmed as PayPal Standard. What this means is that the issue is likely not with EE but at PayPal’s end.
Did the customers advise whether the payment was declined while still on the PayPal site or after being redirected back to your site?
Have you made sure you have a verified business account with PayPal and that your account is in good order?
From a quick Google, it looks like it is possibly a PayPal issue where the users card is associated with a PayPal account. If they log in to PayPal it might make the card acceptable.
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PTA Education
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December 16, 2014 at 4:49 pm
Hi,
It is getting worse now. It seems it only accepts my visa card for payment. We have incomplete transactions every day and our staff are following up with those frustrated customers at the moment. They told us their cards can be used normally in other purchases other than in my website.
I have phoned Paypal and they have checked the account and found nothing wrong with their end and the account. They believe there may be something wrong with the plugin.
I am not meant to blame any party. I only wish this problem can be addressed. I notice in the paypal website prefereces, I turned on Payment Data Transfer for display auto return thankyou page. There is Identity Token:(redacted by staff). But there’s nowhere I can paste in the plugin setting. Not sure if it is what caused the problem. Now I have turned auto return and payment data transfer off.
Please do help and I am more than happy to send you the site backend info for you to diagnose. HOpe it will be addressed by Xmas!!
Many thanks
P
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Sidney Harrell
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December 16, 2014 at 5:52 pm
Payment Data Transfer is NOT the right setting to use in your paypal account settings. That is a completely different API than the Instant Payment Notification system that EE uses.
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PTA Education
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December 16, 2014 at 5:55 pm
Hi,
Do you mean I should turn that off?
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Sidney Harrell
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December 16, 2014 at 6:02 pm
Is the problem with transactions not processing on Paypal’s site, or with transactions that process on the Paypal site but that fail to update EE with the correct payment status?
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Sidney Harrell
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December 16, 2014 at 6:03 pm
Correct, PDT, or Payment Data Transfer, should be turned off.
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PTA Education
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December 17, 2014 at 3:55 pm
Hi guys,
Still have people failing to pay. I was wondering if you guys can test by paying and I will issue the refund if the payment get through.I doubt it will happen. Please use test as coupon so that the final cost ends up only 1 AUS dollar.
If the paypal option isn’t working. what alternatives you would recommend. many thanks
P
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Josh
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December 17, 2014 at 5:00 pm
Hi there,
I registered, payed at PayPal.com, and the transaction was marked complete when I returned from your PayPal to your site.
It may help to contact the people that are having trouble paying and ask them if they are seeing any specific error messages on the PayPal website, or if they are seeing any errors on your site after they return from PayPal.
Sidney also asked a few questions earlier that you may not have read:
Is the problem with transactions not processing on Paypal’s site, or with transactions that process on the Paypal site but that fail to update EE with the correct payment status?
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PTA Education
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December 17, 2014 at 5:22 pm
Hi Josh,
I really appreciate your help. Got your payment and will refund right now.
One person contacted said paypal site told him his card couldn’t be used for the payment. I assume the payment was not processed on the paypal site.
Have contacted paypal but heard nothing back from them yet. I believe it is something wrong with their end. Since you have tested and I can firmly say to paypal there’s nothing wrong with my site even though they insist they won’t be responsible for the problem.
Please advise what I could check while waiting for paypal’s response.
I do appreciate your support and will recommend to my business friends.
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Tony
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December 18, 2014 at 3:56 am
If PayPal is displaying a message such as this:
Your credit card currently cannot be used to complete this transaction. To continue to use this credit card for payment please go click the Profile tab, click Credit Cards, and click
Then that user needs to contact Paypal or most likely ‘Link and Confirm’ their card to their PayPal account (it is ‘not’ a requirement but if you do not the above can happen and you are only then allow to pay via eCheque)
Just to confirm, is your PayPal account is a verified business account?
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PTA Education
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December 18, 2014 at 4:42 pm
Hi,
It seems to affect all the buyers and it is not feasible to contact each one telling them to link their credit card with paypal. If we make it so hard to pay,then we just lose them to our competitors.
Please advise alternative payment other than paypal.or please email me to education@ptacademy.edu.au and I will email you the backend login details. If you could login and check if there is anything wrong in the payment option settings.
Apologies for being in the pain. really hope it could be resolved by Xmas so that we don’t need to opt for other booking system.
Cheers
Patrick
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Josh
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December 18, 2014 at 6:21 pm
Hi Patrick,
If there was something wrong in your payment option settings on your website, I would not have been able to pay. We have a list of alternative payment methods here:
https://eventespresso.com/features/payment-options/
The gatewasys that are compatible with Event Espresso 3 are listed under the EE3 Gateways tab.
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