Sorry, trouble retrieving payment receipt. Error Message for Logged in user.

@paperkawail Does the payment record show as Complete in Downloads > Payment History?

Could you also please go to Downloads > Tools > System Info and post the contents here?

Also, do you use Buy Now or Add to Cart buttons?

Buttons are add to cart, the payment says complete.

System info:

### Begin System Info ###

— Site Info

Site URL: https://papercrystal.com
Home URL: https://papercrystal.com
Multisite: No

— Hosting Provider

Host: DBH: pap1431606374632.db.11537989.hostedresource.com, SRV: papercrystal.com

— User Browser

Platform: Apple
Browser Name: Safari
Browser Version: 9.0.2
User Agent String: Mozilla/5.0 (Macintosh; Intel Ma
c OS X 10_11_2) AppleWebKit/601.
3.9 (KHTML, like Gecko) Version/
9.0.2 Safari/601.3.9

— WordPress Configuration

Version: 4.4.1
Language: en_US
Permalink Structure: /%postname%/
Active Theme: StanleyWP 9999
Show On Front: page
Page On Front: Home (#9)
Page For Posts: Unset
Remote Post: wp_remote_post() works
Table Prefix: Length: 3 Status: Acceptable
WP_DEBUG: Disabled
Memory Limit: 256M
Registered Post Stati: publish, future, draft, pending, private, trash, auto-draft, inherit, refunded, failed, revoked, abandoned, active, inactive, spam

— EDD Configuration

Version: 2.5.3
Upgraded From: 2.4.3
Test Mode: Disabled
Ajax: Enabled
Guest Checkout: Enabled
Symlinks: Disabled
Download Method: Direct
Currency Code: USD
Currency Position: before
Decimal Separator: .
Thousands Separator: ,
Upgrades Completed: upgrade_payment_taxes,upgrade_customer_payments_association,upgrade_user_api_keys,remove_refunded_sale_logs

— EDD Page Configuration

Checkout: Valid
Checkout Page: https://papercrystal.com/checkout/
Success Page: https://papercrystal.com/checkout/purchase-confirmation/
Failure Page: https://papercrystal.com/checkout/transaction-failed/
Downloads Slug: /downloads

— EDD Gateway Configuration

Enabled Gateways: PayPal Standard
Default Gateway: PayPal Standard

— EDD Tax Configuration

Taxes: Disabled
Tax Rate: 0
Display On Checkout: Not Displayed
Prices Include Tax: No

— Must-Use Plugins

— WordPress Active Plugins

Akismet: 3.1.7
Easy Digital Downloads: 2.5.3
Easy Digital Downloads – Auto Register: 1.3.2
Easy Digital Downloads – Empty Cart: 1.0.1
Easy Digital Downloads – MailPoet (formerly Wysija): 1.3.2
EDD Related Downloads Carousel free: 1.0
Jetpack by WordPress.com: 3.8.2
MailPoet Newsletters: 2.6.19
Print-O-Matic: 1.6.6
Share This Image: 1.03
Simple Backup: 2.7.11
Simple Image Sizes: 3.0.9
Social Locker | BizPanda: 4.2.9
WP Menu Cart: 2.5.7
Yoast SEO: 3.0.7

— WordPress Inactive Plugins

Advanced Database Cleaner: 1.3.7
BAW Login/Logout menu: 1.3.3
Convert Post Types: 1.4
Delightful Downloads: 1.6.2
Easy Digital Downloads – Social Discounts: 2.0.2
EP Hashimage: 5.0.1
Login With Ajax: 3.1.5
My login/Logout: 2.4
Nav Menu Roles: 1.7.4
Regenerate Thumbnails: 2.2.6
SB Welcome Email Editor: 4.8
Search & Filter: 1.2.9
Theme My Login: 6.4.3
Under Construction / Maintenance Mode From Acurax: 2.1
welcome email: 19
WP Maintenance Mode: 2.0.3

— Webserver Configuration

PHP Version: 5.3.24
MySQL Version: 5.5.43
Webserver Info: Apache

— PHP Configuration

Safe Mode: Disabled
Memory Limit: 256M
Upload Max Size: 32M
Post Max Size: 33M
Upload Max Filesize: 32M
Time Limit: 30
Max Input Vars: 1000
Display Errors: N/A

— PHP Extensions

cURL: Supported
fsockopen: Supported
SOAP Client: Installed
Suhosin: Not Installed

— Session Configuration

EDD Use Sessions: Enabled
Session: Enabled
Session Name: PHPSESSID
Cookie Path: /
Save Path:
Use Cookies: On
Use Only Cookies: On

### End System Info ###

Can you show us a screenshot of the View Order Details screen for the payment?

https://papercrystal.com/wp-content/uploads/2016/01/Screen-Shot-2016-01-12-at-1.13.48-PM.png

??

That all looks fine.

If you do a purchase as an admin, does it fail for you too?

No, and I also used a different computer and did a new purchase as a new customer and it was ok.

Hopefully it was a one off thing..

Could you please let us know if this happens again?

Yes, I will, thanks ??

… ??

Strange, I’m running into this very issue. The customer sees “Sorry, trouble retrieving payment receipt.” when following the link in the email. I tested the same URL (he sent it to me complaining about the message) and I see the same message as long as I’m not logged in. But as soon as I’m logged in (as admin) the URL shows the full payement data…

The purchase was done a few months earlier. Could that explain the link not working any more? But why then would it still be accessible as admin?

@ravanh Could you please send a new support ticket via our support desk? https://easydigitaldownloads.com/support

We’ll be more than happy to help track it down.