Failed to process the payment

Hello @greencode

This issue has been appearing to us randomly for quite some time now (as you mentioned) and for us, it is also not clear what exactly is causing this issue. We do know that the plugin does not affect this issue and is rather caused by the merchant’s PayPal account and the inner working of the billing agreements. We have raised this with PayPal, and they have been working on a fix, but they never gave us any exact estimation on when we should expect this to be resolved.

I will chase them again now, but I do not expect too much difference on their response. The only thing I can advise is to chase PayPal Merchant Technical Support again and see if they can see anything on your account that could cause this situation.

Sorry that I cannot be much more helpful than this.

Kind regards,
Joost

Hello @greencode

we are working with the PayPal vaulting team to look into this again and I would like to ask you to provide us logs of these instances, so they can look at the backend what is occurring when this happens. They would require the Transaction ID and (more importantly) the Debug ID to do this.

Can you share this with us?

If you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well)

Kind regards,
Joost

Hi @joostvandevijver thanks for replying once again. The issue is there is no Transaction ID as it doesn’t get that far. I click the Pay Now and then error – mentioned above – appears on the website and not on any PayPal screens.

Hello @greencode

Do you have logging activated on the plugin and have you checked for anything to show up there?

In order to get the error logs from our plugin, you will need to enable “logging” on our plugin’s settings. You can enable logging here:
– WooCommerce > Settings > Payments > PayPal > Connection > “Logging”.

After you have done this, the next time you encounter this error, a log should be added to your logs here:
– WooCommerce > Status > Logs > select “woocommerce-paypal-payments…” in the dropdown and click on view.

Kind regards,
Joost

Hi @joostvandevijver. I’ve generated the error log and have sent it via your website along with the system status report. Thanks, Alan

Perfect, thank you! I have forwarded this to PayPal. I will ask via our support desk if we need anything else.

Kind regards,
Joost