Support

April 23, 2020 at 6:15 pm

Hi Barry,

I noticed your site is running EE3, using PayPal Pro and it looks like your hosted with GoDaddy.

The reason all of that is relevant is due to the fact that we very recently had another report from another user using that same setup and found it was due to an issue on GoDaddy’s server.

May I ask, when a user completes payment on your site and is directed to your thank you page, does it show an error like:

Attention: Your transaction was declined for the following reason(s):

But then shows no reason?

If you can provide me with access to the server I can run a quick check with a custom script to confirm if it’s the same issue if preferred?

For that we would need all of the requested details on this form:

https://eventespresso.com/send-login-details/

Note that for the previous users they contact GoDaddy, who told the user is was an issue with the plugin. The code in use hasn’t changed for a while now and still works on other servers so it has to be something on GoDaddy’s end but the other user ended up switching to use Stripe as a solution could not be found with GoDaddy support.

April 24, 2020 at 3:43 am

The URL section is to link to the thread where you’ve been asked to provide your details so we know what it relates to, but you should be able to use any URL there.

If you’d like for me to test this I’ll need those details, it does sound like the same issue the other user had so far.

I have contacted Go Daddy and they said their server was fine but are working the issue.

Unfortunately, that’s the same reply as last time and then, in the end, pointed to Event Espresso. I can understand why they would say that but I can only reproduce this on their servers with both Live and Sandbox credentials so its something on their end.

I am not getting the registration details because the site doesn’t think it is complete because it doesn’t recognize the payment has been made even though it has because I get confirmation from Pay Pal.

That would be expected if the payment isn’t working.

To explain what I think this is, when using PayPal Pro your server sends a request to PayPal using something called cURL which ‘creates a payment’ and PayPal return some values. On GoDaddy servers, that request is going to PayPal as expected, but the connection is closed and nothing actually returned.

That means EE has no idea that a payment has been made and because nothing is returned there is nothing to display (the empty ‘error’ message).

—

A couple of notes on this, I don’t think there is anything within EE we can change to ‘fix’ this. I could be wrong on that but without details from GoDaddy on why it’s closing the connection (the communication happens between GoDaddy’s server and PayPal server, it’s technically separate from Event Espresso) I can’t ‘fix’ anything.

PayPal Pro payments continue to work on other servers as normal, which again points to a GoDaddy issue.

Using PayPal Pro requires the highest level of PCI compliance, which you may or may not be aware of, but can be a nightmare for you if your site is compromised.

April 24, 2020 at 5:15 pm

I believe that the previous person did not get a resolution from Go Daddy is because they didn’t take the option to pay Go Daddy to fix the issue;

Whilst I certainly hope they can fix this for you, the user I worked with recently did apparently pay for GoDaddy to fix it but in the end they just said it’s something within EE and created a script to test curl get requests.

I wasn’t part of the conversation with GoDaddy so I don’t know the specifics but I did see script they created and then I created my own to properly test the actual request being made to reproduce (that’s the script I offered to test with above) as what they wanted to test didn’t reproduce the problem.

Fingers crossed they can find the cause.

April 27, 2020 at 2:52 am

Great! Thanks for keeping us updated.

Did they share any details on what the problem was? If there is a change we can make to EE to make it worked (again I don’t think we can but will happily investigate) I can include that in an update to EE.

April 27, 2020 at 7:51 am

Hmmm, odd.

I’m thinking this may have been a different issue (with similar symptoms) to the one I posted as I can’t see how the would relate to the cURL request I mentioned.

Either way, I’m glad your up and running again.