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send payment reminder function does not seem to be working

Posted: January 7, 2019 at 10:14 pm


Couples In Step

January 7, 2019 at 10:14 pm

Registrant was not able to complete registration by accessing paypal to submit payment. He tried twice. The transaction page gives me this message twice: 10002; Authentication/Authorization Failed.

I sent payment reminder. He did not receive it. I sent another. He did not receive it. I did have him check his junk mail.

I did, at your suggestion, recently switch from paypal standard to paypal express. This was the first registration to use paypal express

Please advise.


Tony

  • Support Staff

January 8, 2019 at 6:38 am

Hi there,

With regards to error 10002, there are multiple possible causes for that error:

10002: Account locked – The user account is locked
10002: Authentication/Authorization Failed – Account is locked or inactive
10002: Internal Error – Account is locked or inactive
10002: Internal Error – Internal Error
10002: Authentication/Authorization Failed – Account is not verified
10002: Authentication/Authorization Failed – API access is disabled for this account
10002: Authentication/Authorization Failed – Client certificate is disabled
10002: Authentication/Authorization Failed – Internal Error
10002: Authentication/Authorization Failed – This call is not defined in the database!
10002: Authentication/Authorization Failed – Token is not valid
10002: Receiving Limit exceeded – You’ve exceeded the receiving limit. This transaction can’t be completed
10002: Restricted account – Account is restricted

Note that are all in relation to your PayPal account or the credentials in use.

Can you please confirm you followed the steps here to get your API credentials:

https://eventespresso.com/wiki/paypal-express-payment-gateway/#locate

The above error can happen if you are trying to use the wrong integration method so I’d start by confirming the correct API credentials are in use.

—-

With regards to the Payment Reminder email, if you go to Event Espresso -> Messages -> Message activity, can you see the message listed there?

If so what colour ‘status bar’ (the bar to the left of the messages) does it have?


Couples In Step

January 9, 2019 at 8:36 pm

The correct API credentials are in use

EE->messages->message activity: messages are listed there. The status bar (bar to the left of the message is red/orange. I suspect it should be green?


Tony

  • Support Staff

January 10, 2019 at 9:20 am

The correct API credentials are in use

In that case its most likely an issue on the account itself, the payment logs may show more details, you can view them in:

Event Espresso -> Payment Methods -> Logs.

Find the logs related to the above transaction (there will likely be around 7 log entries for each attempt) and see if there is any more details on the error there

Or if you send temp login details I’ll take a quick look:

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

EE->messages->message activity: messages are listed there. The status bar (bar to the left of the message is red/orange. I suspect it should be green?

In short that means that EE generated the message but when it tried to pass it over to your server to send the email, the server returned false meaning ‘something’ went wrong but it didn’t give any details as to what.

If the ‘To’ and ‘From’ email correct in those messages?


Tony

  • Support Staff

January 16, 2019 at 4:23 am

Hi Irene,

I did some checking and unfortunately, there are no logs for the transaction mentioned with error 10002, without the logs, I can’t see the full error message. We would need for this to happen again to see the full error or you could open a ticket with PayPal, give them the above error and ask them to check your account.

It’s an issue on PayPal’s end (be it something on your account or the account of the user trying to pay) rather than with your setup.

I can see you’ve had another registration and that user used PayPal Express so it does appear to be working.

With regards to your emails, its not just the Payment reminder emails that haven’t sent, none of your EE emails are sending. If you look in Event Espresso -> Messages you’ll see any of the email triggered show a red status bar.

I think the reason for this is because your message templates were set to use _FORMATTED_ shortcodes (for example [CO_FORMATTED_EMAIL]) and your mail server is refusing them. This could be because you have no ‘Organization Name’ set in Event Espresso -> General Settings (the name and email are both used when using _FOMRATTED_ shortcodes) so I’ve switched out your messages to just the the email address.

I added a registration of my own and selected Invoice to test the email sent (they now do) but you’ll need to resend the registration emails for your current registrations.

I can run through details on how you do that if needed?


Couples In Step

January 16, 2019 at 7:38 pm

Tony, Yes I did get a registration come through Pay Pal express and then another registrant tried and was not able to pay with paypal express. So it seems to be an intermittent problem? IN any event since you still have the temp login info could you check to see if there are logs now that will tell you something?


Couples In Step

January 16, 2019 at 7:53 pm

Actually Tony, can you just hold off before checking please? I just sent the most recent registrant an email reminder and perhaps when she clicks on the link it’ll work…

Will keep you posted.


Tony

  • Support Staff

January 17, 2019 at 7:12 am

I logged in to have a quick look over the logs (I wanted to check before they were removed to see if it did show any additional errors this time) but it looks like the user clicked to go to PayPal and then never returned, there are no additional log entries for that user.

Please do let me know how she gets on with the above email and I’ll check the logs again if needed.


Couples In Step

January 28, 2019 at 1:49 pm

I believe all is working Tony. You can go ahead and close this ticket. And of course if things aren’t working. I’ll probably be in touch again.


Tony

  • Support Staff

January 28, 2019 at 1:56 pm

Great, I’m glad it’s working as expected now.

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Updated by  Tony 4 months, 3 weeks ago ago

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