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Paypall Commerce Error

Posted: February 1, 2024 at 1:37 pm


snradmin

February 1, 2024 at 1:37 pm

Hello,

Event Espresso was taking PayPal Commerce payments but was showing that we needed to reconnect the service. I clicked the button to disconnect the service.

When I click “Connect with PayPal” button in the PayPal Onboarding step, it takes me to the login, which is successful, but it gives me some page that is definitely not a handshake page to continue the connection to PayPal.

What am I doing wrong, or what should I do from within my PayPal account to make this connection.

My events are currently down for processing due to this issue.


snradmin

February 1, 2024 at 3:21 pm

I am contacting PayPal, but so far, the link lets me login, accepts that Event Espresso wants to do a connection and then returns with a screen that says:

Your charity account is already confirmed
Way to be on top of it. Go explore your charity benefits.


snradmin

February 1, 2024 at 4:03 pm

This reply has been marked as private.


Tony

  • Support Staff

February 1, 2024 at 5:26 pm

Hi there,

I’ve not seen the issue you’ve mentioned here before but it does sound like an account issue, which would explain why I’ve not seen it on my accounts.

I assume you recently update Event Espresso and that’s when you saw the notice to reconnect PayPal?

If you’ve just updated, do you know which version number you were running before that?


snradmin

February 1, 2024 at 5:30 pm

I updated a week or two ago, but just noticed the request to reconnect PayPal yesterday. Had to leave it to today due to access (coordinating TPA).

Version 5.0.14.rc.005.

It could also be that our accounts are flagged as Charity, and work different?


Tony

  • Support Staff

February 1, 2024 at 5:36 pm

Version 5.0.14.rc.005.

That’s the version you are running now, do you know what version you updated from?

You can find it in Event Espresso -> Maintenance -> System information.

Search that page for ‘ee activation history’, which version did you have prior to the above.

It could also be that our accounts are flagged as Charity, and work different?

Possibly, I do think its an PayPal account issue but we can try switching you back to the previous version of Event Espresso you were running to see if that works if you’d like?

(Note that even if that works it would still be an issue with the account which needs updating. The PayPal Commerce payment methods was (relatively recently) updated to keep inline with PayPals integration recommendations and one of those changes may be ‘triggering’ the issue on the account)


snradmin

February 1, 2024 at 7:12 pm

The System Information for ‘ee activation history’ has quite a few dates, but nothing else that would indicate version:
2022-08-01 14:34:22
4.10.40.p ( 2 )
2022-10-26 19:22:20
2023-01-06 22:50:25
2023-05-25 01:19:56
2023-05-28 20:28:34
2023-05-31 17:37:14
2023-09-05 16:14:54
2023-11-21 16:50:50
2024-01-22 18:03:02

The two dates under the 4.10.40 are tabbed in, all the rest are in the left column.

Is this what you wanted to see?


snradmin

February 1, 2024 at 7:13 pm

I see it is asking to install a new version. Should I do so?


Tony

  • Support Staff

February 1, 2024 at 7:25 pm

I see it is asking to install a new version. Should I do so?

Sure.

I don’t think it’s going to fix your issue, but it won’t hurt either.

Is this what you wanted to see?

Hmm, that’s the right section, but it should show multiple versions and the dates installed, like this:

https://monosnap.com/file/pWkuuNlQ6W9T9mBE2vscoVZ97sqSM5


snradmin

February 1, 2024 at 7:52 pm

Only the 4.10.40p marked the version updates… the rest are all just dates. I had to shrink it down quite a bit to fit all the dates on the screen shot: https://drive.google.com/file/d/16gnoAnP1f42VhtXwYg1IOutj8igwQx4t/view?usp=drive_link


Tony

  • Support Staff

February 2, 2024 at 2:49 am

Hmmm ok, I’ll check into that now showing the version numbers.

The PayPal Commerce payment method had some changes made to follow PayPal latest guidelines for the integration method we use in a recent version. I can send you a copy of 5.0.11.p (the last version without those changes) to see if PayPal Commerce can connect using that if you’d like to try it?


snradmin

February 2, 2024 at 11:01 am

I am still waiting for PayPal to respond to the support ticket request. I have received no information from them.


snradmin

February 3, 2024 at 10:06 am

PayPal Response

From: care@paypalgivingfund.org
RE: PayPal Commerce not connecting [ Case # 13285115]
Hi Danielle,

I definitely can understand the concern and frustration when you are following the steps provided but the integration is still not completing. On our end, there is not any issue, you
will need to reach out to Event Espresso to have their technical support team take a look to see what is causing this error to occur. I reviewed the ticket that was submitted and our engineers have not identified this to be a PayPal error.

Sincerely,

Jenna
PayPal Giving Fund.

© 2024 PayPal Giving Fund, an IRS-registered 501(c)(3) public charity (Federal Tax ID: 45-0931286). 1250 I Street NW, Suite 1202, Washington DC 20005.

I have responded back with screen shots of every step taken through your “Connect workflow” including the URL and asked them to give me ANY indication of what might be wrong. So far, most of their answers have been “Cannot talk to you” or “not our problem”.


snradmin

February 3, 2024 at 12:53 pm

Hopefully we get somewhere with this. After giving them as much as I could:

Dear Danielle,

I appreciate your understanding. I went ahead and heavily notated the current Merchant Technical Support ticket you have open since I can see the previous case was closed without enough notes for me to see what they even viewed.

With your current ticket, our team should be looking at our end to confirm whether or not it is a PayPal technical issue. If it is not, then it is something where we have to make sure WordPress and Event Espresso are contacted as well to see what their perspective is.

Your account and charity status are all in perfect standing, which is why this is something our team in PayPal Giving Fund cannot do much with. If there was a missing verification or account setting that needed enabled, we’d be perfect for helping out. At the moment though, this seems to be a technical issue.

Questions that are best to ask WordPress or Event Espresso would be what they need enabled on the PayPal account for things to work properly. Your account has Reference Transactions enabled, which is something required for certain platforms and plug-ins. Event Espresso may run things to the account via different means though, meaning a different account setting needs to be enabled. That is what we would be needing you to reach out to Event Espresso for since we don’t have a list of their requirements for setup.

Our team in Giving Fund is not trying to refuse culpability or blame Event Espresso for any issues. We have not found anything on your account to indicate something is missing for Event Espresso to connect properly, which is why we are trying to make sure you are speaking with PayPal Technical Support and Event Espresso. I apologize for the PayPal Technical Support disregarding the issue and I am working to make that does not happen again on this second ticket.

At the moment, this seems to be beyond account issues and is in the realm of being a technical issue, so having you in contact with the technical teams of all involved parties is what will get the most information and the most thorough resolution. While my Merchant Technical Support works on getting to your case for the PayPal side of things, starting conversation with WordPress and Event Espresso will help provide confirmation from their ends on what they may be running into. Every bit of information is important when trying to fix these issues.

Yours sincerely,

Griffin
PayPal Giving Fund


Tony

  • Support Staff

February 5, 2024 at 4:54 am

Hi there,

Since opening your thread, we’ve had a couple of reports of issues with PayPal Commerce and the common denominator between those issues has been the account’s are Charity accounts.

We have also opened up a thread with PayPal regarding this and they are currently investigating. They have asked for details on the accounts running into this so we have passed on your case number from above, just waiting on a reply from them currently.


snradmin

February 5, 2024 at 8:48 am

Thank you! I look forward to resolution of this matter.


Tony

  • Support Staff

February 5, 2024 at 8:49 am

Me too 🙂

In the meantime, we can switch you back to 5.0.11.p if you’d like to try connecting with that version?


snradmin

February 5, 2024 at 8:51 am

Do you have an approximate timeline of how long this might take? If it is less than a week, I am willing to wait. Otherwise, we can rollback so that my events can take money.


Tony

  • Support Staff

February 5, 2024 at 9:02 am

I’d love to give you even a rough idea but I can’t and I’ll give a little bit of an explanation as to why.

The popup you see isn’t from Event Espresso, it’s from PayPal and we have no control at all over what they do. We basically just pass over the details using a link and display the popup from there. The connection to PayPal and the login screen you see there are all from PayPal’s own server so right now all we can do is pass the details over to them and wait for them to fix.


snradmin

February 5, 2024 at 9:18 am

That is what I thought was happening (I am a programmer by trade, but not WordPress), which is why I kept going back to them to give us a CLUE as to what might be wrong. They kept pointing at you, but I knew the URL was working to a point, and just not returning the proper values.

Please let me know how to roll back to 5.0.11.p and I will try to find time to get it into my server.


Tony

  • Support Staff

February 5, 2024 at 9:25 am

This reply has been marked as private.


snradmin

February 5, 2024 at 12:30 pm

Reply from PayPal:

Thank you for reaching out to Merchant Technical Support at PayPal! Sorry for any inconvenience caused.

You may set your auto-return URL settings using the link or go to Account Settings, Website Payments, and then, Website Preferences wherein you should find the auto-return URL. If this method does not work, your third party needs to be contacted to resolve this issue since it is they that integrate PayPal on your behalf and PayPal does not have control over your integration. So, please reach out to your third party, if the auto-return URL configuration does not work, as they would need to add the appropriate return URL in the API request.

If you have any other questions or concerns, please don’t hesitate to reach out. I would be glad to assist you.

Sincerely,
Reuel.
Merchant Technical Support Engineer,
PayPal.

“the link” references this URL: https://www.sandbox.paypal.com/businessmanage/preferences/website


snradmin

February 5, 2024 at 2:51 pm

Rolling back to 5.0.11p appears to have worked. I hope you can get the issue resolved with PayPal. Please let me know!


Tony

  • Support Staff

February 5, 2024 at 2:57 pm

You may set your auto-return URL settings using the link or go to Account Settings, Website Payments, and then, Website Preferences wherein you should find the auto-return URL.

As far as I know, that is completely separate from the onboard process and will not help here at all.

PayPal appear to be redirecting Charity accounts to the PayPal Charity page at the end of the onboard process, that’s not an issue with auto-return.

Even IF that’s is/was the problem, it only happens for Charity accounts so far? So only Charity accounts need auto-return to be manually enabled but all others just work? Seems strange.

Either way, thank you for posting the above. I’ll forward these details over to the case we have open with them.

Rolling back to 5.0.11p appears to have worked. I hope you can get the issue resolved with PayPal. Please let me know!

Awesome! Thanks for confirming, I’m glad it worked.

And yes, I’ll keep you updated with what happens with PayPal here.


snradmin

February 5, 2024 at 3:23 pm

PayPal appear to be redirecting Charity accounts to the PayPal Charity page at the end of the onboard process, that’s not an issue with auto-return.

This right here was the hardest concept to get across to them. I expected it to return to your workflow, and it just does not do that.

Thank you very much for your help in getting this fixed.


Tony

  • Support Staff

February 5, 2024 at 3:42 pm

It sounds like you are currently dealing with a lvl 1 tech support, which will basically troubleshoot the basics and work out account issues. No disrespect to them, they are working through what they are supposed to work through, but I don’t think this isn’t a lvl 1 tech support issue.

The contact we are working through with PayPal appears to have some connection/role within the integration type we are using for PayPal Checkout and correctly identified that the Charity accounts are redirecting to the wrong location during onboarding… without stating this was an issue with the integration itself.

So right now, it’s being investigated but I can’t give you any further details yet as I just don’t have any.

Thank you very much for your help in getting this fixed.

You’re most welcome.

Thank you for working through this with me. We don’t have live Charity accounts so this isn’t something we can easily test/confirm so having a user with the knowledge (and willingness) to work through this with us helps troubleshoot a lot.


snradmin

February 5, 2024 at 3:58 pm

Thank you for working through this with me. We don’t have live Charity accounts so this isn’t something we can easily test/confirm so having a user with the knowledge (and willingness) to work through this with us helps troubleshoot a lot.

Us Techie’s gotta stick together against the corporate “script”!


Tony

  • Support Staff

February 5, 2024 at 4:34 pm

Ha! That we do 🙂


snradmin

February 7, 2024 at 11:41 am

I received an email indicating that PayPal is going to close my ticket. Please let me know how to respond to them:

Thank you for contacting PayPal Merchant Technical Support. We recently responded to your case. This is a courtesy email to inform you that your case will be closing shortly. However, you can keep the case open by replying to the original case email with any new details or you can create a new one. NOTE: Please do NOT reply to this e-mail, as this mailbox is not monitored. If you need further assistance, please respond back on original case or submit a new one at https://www.paypal-support.com

Case Number: 13289704
Subject: PayPal Giving Account not connecting to Website
Date Created: February 3, 2024
After your support case is closed, you may receive a survey email regarding this case. The survey will only take one minute to complete and helps us improve our service based on the feedback from your experience. We highly value your input.

Thank you for your time and effort. Your comments and feedback are always welcome and very appreciated!

Sincerely,
PayPal Merchant Technical Support

ref:_00D30LaY._500Hu2AbapX:ref


Tony

  • Support Staff

February 7, 2024 at 12:52 pm

Ideally, you would need to test connecting the account on the latest version of EE with auto-return enabled to see if it made a difference (I highly doubt that it will).

However, they would likely then just refer back to us (the ‘third party’) to ‘fix’ our integration.

Right now I’m not sure what else you can reply with that will actually be of any benefit to any of us. I’ve sent a catch up email to our contact at PayPal with the open case to see if any progress has been made on this.


snradmin

February 7, 2024 at 2:45 pm

Do you need me to do that? My events will all be silent in March, and that would be the best time for testing.

Is PayPal working with you on the integration at all, or are Charity accounts stuck at 5.0.11p?

I will hold upgrading Event Espresso until I hear from you, so that our connection does not get destroyed again. This was too frustrating to want to go through again. It is nice to have a roll back path though.


Rio

  • Support Staff

February 7, 2024 at 7:01 pm

Please stay with that version for now.

We’re communicating with paypal with regards to charity account. We will update you, as soon as we have solution on this.

thanks


Tony

  • Support Staff

February 8, 2024 at 3:05 am

Do you need me to do that? My events will all be silent in March, and that would be the best time for testing.

I can set up a test site which you can log into and just try connecting there, which saves you from having to switch versions on your live site.

Note that if you connect your account to another site through EE, you may need to disconnect and reconnect on your original site (refresh the token).

Is PayPal working with you on the integration at all…

Yes… and no….

PayPal are indeed working with us but then they’ll say things like the individual merchant needs to contact PayPal to discuss the issue with the account as they cant discuss other merchant details with us (which we didn’t ask for AT ALL) so it gets a little confusing. Then people (such as yourself) contact PayPal about this and are told it is an issue on our (EE’s) end or are told to enable auto-return????

There are no errors thrown for us to investigate into further, the integration we are using follows their documentation and it works for the majority of users. Charity accounts seem to have issues but there are also some other users running into issues with no ‘real’ errors thrown other than to show “This merchant is not eligible for Advanced Card Fields checkout type” … which is just not helpful.

So yes, they are working with us for the most part, but its not quick and sometimes confusing/conflicting.

or are Charity accounts stuck at 5.0.11p?

For the time being they are yes, until we figure out what needs to be done (be it our end or PayPal’s).

Right now, based on what is happening I think this is an issue on PayPal’s side rather than EE’s but we are more than happy to investigate and work on it…. just we don’t know where we would look as its not our server and we already follow the documentation. So other than random guesses it’s on PayPal currently and I’m waiting on another reply from them.


snradmin

February 8, 2024 at 12:21 pm

Thanks for the explanation. Just an FYI, they closed our ticket. I find their support system very unfriendly as they close tickets with “Not our problem” much too fast.

I hope you can get this resolved. Please feel free to request that I open a new ticket when/if you want the opportunity to test. I am open to helping with testing.


snradmin

February 9, 2024 at 12:20 pm

An Account Representative contacted us and has been given all of the information, including the two support ticket numbers at PayPal. He said he is going to get someone there in touch with you to help resolve this issue.

Crossed fingers for success!


Rio

  • Support Staff

February 11, 2024 at 5:46 pm

Awesome. Please keep us updated too. Have a wonderful day.


womenwriting

February 16, 2024 at 6:08 am

I am having the same problem. Is there a resolution yet?


Tony

  • Support Staff

February 16, 2024 at 6:45 am

Hi there,

Is your account with PayPal also a Charity account?

The solution right now is to downgrade Event Espresso to 5.0.11.p and use the PayPal Commerce integration from before we switched to PayPal’s latest recommendations.

I can send you a link to download link for that to your email if that works for you?


womenwriting

February 16, 2024 at 7:56 am

This reply has been marked as private.


Tony

  • Support Staff

February 16, 2024 at 8:30 am

Sent

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