We could not complete the onboarding process

  • Resolved phillbex

    (@phillbex)


    1 year, 5 months ago

    Up until 7th October Paypal was working perfectly on our site. Some time after we started receiving the following message in the WP-Admin:
    Authentication with PayPal failed: Could not create token.

    I visited the Paypal setup tab in WooCommerce->Settings->Payments->Connection

    and could still see my credentials in there but a message under Webhook Status said “Failed to load webhooks” so I clicked “Resubscribe” which informed me that “Operation failed. Check WooCommerce logs for more details. Webhook subscription failed.”

    I have logging enabled, so checked that which states many times:

    2023-10-24T15:59:50+00:00 DEBUG POST https://api.paypal.com/v1/oauth2/token?grant_type=client_credentials Response: Array ( [code] => 406 [message] => Not Acceptable ) Response Body: <html> <head><title>406 Not Acceptable</title></head> <body> <center><h1>406 Not Acceptable</h1></center> <hr><center>nginx</center> </body> </html> 2023-10-24T15:59:50+00:00 WARNING Could not create token.

    I then tried disconnecting the account and reconnecting the account, however, on doing so I received the following message:

    "We could not complete the onboarding process. Some features, such as card processing, will not be available. To fix this, please try again."

    I then created a staging version of our site (which does not use any form of edge caching / web optimisations), disabled all the plug-ins apart from WooCommerce and WooCommerce PayPal Payments and changed our theme to "Twenty Twenty Three" and tried connecting the account again only to receive the same message.

    I also tried connecting to a different paypal account to rule out issues with the paypal account and the same message came back

    Please advise as to what I should do next as this was all working until shortly after 7th October

    • This topic was modified 1 year, 5 months ago by phillbex.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Femi

    (@femiyb)

    Hello @phillbex

    To better judge what could be causing this, we are interested in a copy of your WooCommerce system report.
    The system report can be accessed from here:
    WooCommerce > Status > Get system report > Copy for support

    You can share it privately with us from here:
    https://paypal.inpsyde.com/docs/request-support/

    Regards,
    Femi.

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @phillbex

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

    You have already done a lot of correct steps in order to verify the issue, and it is strange that both the account and other plugins are not the cause of this problem (or so your tests imply this).

    There has not been any changes on our side since the 7th of October, since our last release was done on the 26th of September. I would like to ask you to see if using our upcoming release resolves this issue. There were some issues with the communication between our plugin and the server that we improved, so there is a good chance that using this package would resolve this.

    Another option could be that your hosting provider made changes that block our webhooks, so you might also want to check with them for any changes that might have occurred with regard to JSON webhook handling.

    A last option is to check with PayPal Merchant Technical Support to see if they see anything that could block you site from contacting their webserver. They should be able to check your account and find out what response is given from their server to your requests.

    If this all does not get you any improvement or indication what is causing this issue, we would like to take a look at the system report and plugin logs. 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

    Thread Starter phillbex

    (@phillbex)

    Installing the upcoming released fixed the issue and we were able to complete the onboarding process.

    Thanks for your help

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @phillbex

    that’s great to hear, thank you for letting us know. It sounds like it was related to a communication/webhook issue between the plugin and the PayPal server. It is good to hear we got that improved/resolved with our upcoming release.

    I will mark this thread as resolved, but don’t hesitate to open a new thread if you have any more questions or run into another problem.

    Kind regards,
    Joost

Viewing 4 replies - 1 through 4 (of 4 total)
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