Unable to activate plugin, “Continue” button does nothing

Hello @ralfs2

Thank you for reaching out to us, we are here to help.

Can you tell us what version of the plugin you are running? Can you try to run the connect/onboarding wizard while turning off all other plugins, except for WooCommerce and PayPal Payments? Also, please temporarily use the default storefront theme to exclude this from causing any issue.

If this does not show any progress, we might want to take a closer look and ask you to provide us the system report, logs and possibly other details. 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

Dear Joost,
thanks for your quick help. But I can do those “experiments” in our shop only during a small period of time. Tomorrow morning I will have another timeslot of about 1 hour where I can put it in maintenance mode. But it is our live shop, I have to be careful and leave it not in a mess after some tests…

In addition, the blocking window is the window where your plugin is sending us to during activation/onboarding, and it is a PayPal dialog, unfortunately. I suppose, nothing will be tracked on your side until this “onboarding process” is completed and PayPal passes back to your plugin. That brings us in deep trouble. The guys from PayPal will point to your support and your plugin as responsible persons. (PayPal is awful with technical support !!!) So, help from PayPal will not be available. ??

I take your advices into account and will test the process tomorrow morning in another browser (I use Firefox currently) and will check Chrome. If it does not help, I will try the manual setup maybe? (even if not recommended, but I found the documentation and will read it carefully.)

Maybe Inpsyde_Niklas has an idea?
He had brilliant replies to me last two weeks.
Maybe you ask him what can cause this PayPal dialog “continue” button blocking, on the page where you fill out the company details, and not continue the onboarding process?

Thanks for any further ideas which could help me tomorrow morning.
Best regards
Ralf

Hello @ralfs2

It might be an idea to install a staging site, so your live site is not affected by testing, and you can test whenever it is needed?

I will ask @niklasinpsyde to also take a look and let you know what he thinks about this situation. He is off today, so tomorrow is the earliest he could reply.

Kind regards,
Joost

Dear Joost,
thanks for having a look again.
I have a complete separate staging and testing site. I have a running sandbox system there already. All settings are fixed, in sandbox everything is working. I now wanted to install the plugin in the live system and have these troubles.
I will come back to you tomorrow morning after my second attempt.

And see if Niklas has any further ideas tomorrow….
Best regards
Ralf

Good morning,
some more details from my side.
The error still exists.

– I activate the Plugin
– I go to WooCommerce Settings–>Payments
– I click “Configure” for the plugin
– I choose:
– Sichere Annahme aller g?ngigen Kredit- und Debitkarten.
– Erweiterte Kartenverarbeitung

– Now the Plugin passes over to PayPal
– I give PayPal the permission to connect my account with WooCommerce
– I choose: “Existing account connection”
– Now I have to enter the details for our company (some are filled out by
PayPal correctly). Pressing “Continue” nothing happens. Stucked again!

I deactivated all other browser plugins
I deactivated the AdBlocker
I tried Firefox and I tried Google Chrome Browser
(to ensure it is not a browser problem)
I removed all tabs or spaces in the fields, played around with every single field to ensure nothing is disturbing or filled out in a way that PayPal does not like. (And simply does not show an error message)
But nothing helps. Stucked.
The “Continue” button is not locked at all, it changes its color on hovering.
But clicking on it, nothing happens.
Only chance is to close the PayPal dialog window…

I hope for any ideas from Niklas now…
Best regards
Ralf

In addition I sended you the system report and a snapshot to the Inpsyde help. (The link you mentioned above…) With the same environment you see there, I was able to set up a working sandbox with your plugin in a hidden copy of this shop.

Only the setup process in our live environment is not willing to work :((

• This reply was modified 2 years, 4 months ago by RalfS2.

Hello @ralfs2

I have asked Niklas to take a look, but he has got much on his plate, so this could take some time before he gets to this one.
I did receive the private support request, but since this is working properly with sandbox mode, the issue is most likely related to the account. Before Niklas answers you, I would advise you to reach out to PayPal Merchant Technical Support and them to review your account.

You can also go through the vetting process externally from the onboarding process via this link. Please take a look and see if that option lets you finalize this process.

Kind regards,
Joost

Hi Joost,
I contacted the PayPal support, as you advised, in parallel.
I keep you up to date when they answer.
And, of cause, wait for Niklas ??
Best regards
Ralf

Hi @ralfs2,

Whatever happens in the PayPal popup window during the onboarding is up to PayPal. So when a file upload, a button, or anything like this doesn’t work within the popup, then this is not something the plugin has any impact on.
So the PayPal MTS should have a look into it in any case.

Usually there shouldn’t be any problems with the onboarding wizard, but if it fails for some reason, there are multiple options:

You can either connect your account with Standard features only. So in that case, uncheck Sichere Annahme aller g?ngigen Kredit- und Debitkarten. and also uncheck Onboard with Pay upon Invoice.
Then your account can be connected without having to go through the sign-up procedure for advanced card payments or Pay upon Invoice. These features could still be signed-up for later on from the Connection tab.

It’s not as intuitive as the onboarding wizard, but if all else fails you can also connect the API credentials manually: https://woocommerce.com/document/woocommerce-paypal-payments/#manual-credential-input
I hope this helps!

Kind regards,
Niklas

Dear Joost, Niklas,

the PayPal support gave me the following instructions:

Creating a HAR file of the PayPal Page:?

1) In Chrome, go to the page within PayPal where you are experiencing trouble.
2) At the top-right of your browser window, click the Chrome menu (?).
3) Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome.
4) Click the Network tab.
5) Select Preserve log.
6) You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.
7) Refresh the page and reproduce the problem while the capture is running.
8) After you successfully reproduce the issue, right click on any row of the activity pane and select Save as HAR with Content.

Creating a Console Log file:

9) Select the Console tab.
10) Right-click anywhere in the console and select Save as....
11) Name the log file Chrome-console.log.
12) Send both files as attachments in a reply to your case.

——————–

The strange thing is, following exactly these instructions unlocked the dialog.

In instruction “point 7” they wrote: “Refresh the page…”. The page refreshed, and I lost all my entries I made already. I entered the data a second time, but, for any reason, this refresh unlocked the “Continue” button on the bottom of the page. I was able to finish the onboarding process. When returning to the WooCommerce-Plugin, it said: Something went wrong, please do the onboarding process again. :(( Then, I did everything a second time (including the strange refresh!), but now everything worked and since then the plugin is successfully connected to PayPal Checkout.`

Therefore, for all having the same trouble… If you experience a locked “Continue” button on the bottom on any PayPal onboarding dialogs… RIGHT CLICK IN THE PAGE AND DO A DAMNED REFRESH OF THE PAGE !!!
Unbelievable, but this seeemed to be the solution…

Thanks for all your support
Hopefully the payments are working now and this was my last support request!!
Best regards
Ralf

Hi @ralfs2,

Thank you for the feedback.
Glad you hear you got this resolved.

When returning to the WooCommerce-Plugin, it said: Something went wrong, please do the onboarding process again. :(( Then, I did everything a second time (including the strange refresh!), but now everything worked and since then the plugin is successfully connected to PayPal Checkout.

We regret this problem, but is can sometimes occur when the popup window is closed too quickly on the last step of the onboarding process. So before clicking the “Back to WooCommerce” button, we recommend waiting about five seconds. Then it should normally also work on the first try.

Therefore, for all having the same trouble… If you experience a locked “Continue” button on the bottom on any PayPal onboarding dialogs… RIGHT CLICK IN THE PAGE AND DO A DAMNED REFRESH OF THE PAGE !!!
Unbelievable, but this seeemed to be the solution…

We noted this down in our knowledge base and also informed our partners at PayPal to look into the cause of the problem, because the plugin doesn’t have much impact on how the PayPal interface is displayed in the popup window.

If you have any doubts or further questions, please do not hesitate to let us know.
Thanks!

Kind regards,
Niklas