Problem payment with Paypal

Hi @haskins

Sorry to hear you are having this issue.

Had you tried to disable the caching plugin to verify if it isn’t a cache problem or only flush the caches?

I suggest as the first troubleshoot test disabling the caching for the page or the plugin and follow the form to check if the issue is gone.

In case the issue persists, we would need to have any step to replicate the issue, had you seen it would happen on any specific browser, OS or location?

Best Regards
Patrick Freitas

Thanks for the quick response. The issue I have to see if it works or not is that everything works for me. Just not for some people. So it is hard to access if my changes have effects or not.

I suspect that it doesn’t work on apple devices, maybe only safari (although I cannot be sure) or specific cards, like visa or mastercard.

Please let me know the next steps to follow.

Kind regards,
JB

Hi @haskins

For the first troubleshooting test.

We would need to check the browser console when this happens,

Basically, try to replicate the problem and if you can, click on the right button > inspect to open the browser console and take a screenshot to verify if there is an error on the console:

https://developer.mozilla.org/en-US/docs/Tools/Browser_Console

Could you export the form and we can take a closer look?
https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#import-export

Please, share it using Google Drive or any sharing service.

Best Regards
Patrick Freitas

Here is the form: https://www.dropbox.com/s/kvssidrr8ej57y7/forminator-summer-institute_updated-form-export.txt?dl=0

I did not manage to replicate the issue, sorry!

Thanks

Hi @haskins

Thanks for sharing the form!

On a side note, PayPal seems to be having issues with some cards anyway, regardless of Forminator. I can tell from my own experience that I had trouble making some payments even directly on PayPal pages (not via any plugin/3rd-party service) using regular Visa from some vendors – even though the card was not going into any limits, had sufficient founds on it and worked perfectly fine with other payment processors. From time to time they are also temporary issues on their end too.

It’s also not Forminator that “registers” card. So I’d say that the “registering card” issue wouldn’t be something related to Forminator but rather specific to PayPal and/or issuer of given card.

But the “invalid payment amount” issue is something different and would mean that either site (it may be Forminator itself or the data may be “affected” by something else on site or server) is not in some cases sending proper payment information or PayPal is not, in some cases, able to correctly read it.

The form that you shared seems fine to me but there are two more things I’m thinking of:

1. Could you try setting you calculations to use 2 decimal places instead of none and see if that changes anything?

2. Do you know or are you able in some way identify from what regions (geographically) and/or “languages” those users who were not able to make payments came from?

Best regards,
Adam

Thanks for the quick answer Adam. Yes I was also wondering if it was on my side, yours, paypal or the person who tried to register…

Concerning the calculation, it was with 2 decimals before and I changed it everywhere. Since then, no issues have been reported but it might be pure luck (I only have 2 issues out of 45 registrations).

The 2 people that tried where from NY and California both speaking/using English. The person from New York tried to register 9 people at once and did not succeed (hence my frustration), but the 9 managed to be registered individually (although I don’t know if it was with the same card).

Kind regards

Hi @haskins

Oh, so it was using 2 decimals before but since its changed the issue is not happening? So in this case, please stick to no-decimals for now and keep an eye on these payments.

This actually might be making sense. I asked about regions/languages for a reason: there’s a specific bug in the plugin (it will be addressed in version 1.15 of the plugin) that causes issues with calculations in some cases if there are

– decimal places used
– and there’s a discrepancy between standard number format of the language site (WordPress instance) is set to and the language that user’s browser is set to. Namely, the formats using . (dot) for decimal separating and formats using , (comma) instead.

So in this case, I think I would recommend this:

– keep the form set as it is, with no decimals – you’ll see if it actually does solve the issue or if it was “pure luck”; I think it might be fine

– and once the 1.15 version is released, make sure to update the plugin and review form number and calculation fields settings to make sure that all are using one and the same number formatting.

Best regards,
Adam

Quick update: 2 new persons are trying to register a group of 5 people and cannot because of “invalid payment amount”. Once is in New York, the other one in Canada.
If you could help out the issue that seems to be for groups, that would be greatly appreciated.

Hi @haskins,

Thanks for the detailed info, we did some further tests and it seems that the issue is with amount over 1000 being properly seen by PayPal and stopping the payment, and is why it doesn’t happen on groups under 5.

Can you try downloading the code linked below, add it as MU-plugin on your site and see if that helps as a temporary workaround:
https://paste.nifty.app/be4db9ca

I have checked it on my end before posting and it fixed the issue in Sandbox mode.

Cheers,
Predrag

Thanks. I added and will see if it solves the issue. I’ll let you know!

Best,
JB

I’m afraid it didn’t work. Or I didn’t do it right. First time using MU-plugins. Someone tried to register 8 people and it didn’t work. But they could register twice 4.

Hi @haskins

You can confirm if the mu-plugin is enabled on WordPress > Plugins, you should see the Must Use plugins.

https://monosnap.com/file/ZLt6lEDYMTW3YJCsd4h3kG8ueFfXI1

In case it is enabled there the code should be working and we will need to look further.

Let us know if the mu-plugin is enabled correctly.
Best Regards
Patrick Freitas

Alright so the mu-plugins were probably not activated since it didn’t appear as you showed.
The folder was already there but called “mu-plugins111” for some reason. I deleted the “111” and the must use plugins appeared in WordPress. However, the one I created from this code: https://paste.nifty.app/be4db9ca didn’t show u. Any idea why?

Hi @haskins,

There was probably some conflict test performed on your site at one point and the mu-plugins folder was renamed in order to disable code within it.
In order for mu-plugins to work the folder name must be “mu-plugins” without the quotes, otherwise the code put in that folder will not be loaded on your site.

Can you make sure that you have pasted the entire code and that something didn’t get missed out, like <?php at the start for example?
Could you grab us a screenshot of Plugins > Must-use page from your WP admin (like from Patrick’s previous reply) and share it here?

Cheers,
Predrag

Hi @haskins

I hope you are doing well and safe!

We haven’t heard from you in a while, I’ll mark this thread as resolved.

Feel free to let us know if you have any additional questions or problems.

Best Regards
Patrick Freitas