Could not complete the onboarding process

  • Resolved cbrody

    (@cbrody)


    3 years, 7 months ago

    Hi, the paypal connection appears to have worked with the following message in the popup window:

    You now have an account and you've successfully integrated PayPal with WooCommerce

    However on returning to the website I”m trying to connect I get 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’ve now tried several times and am at a loss as to how to resolve this issue.

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    3 years, 7 months ago

    Hi @cbrody,

    Apologies for the trouble with the onboarding.

    This error could potentially occur when the connection to PayPal is blocked, for example, by a security plugin or when the onboarding process is interrupted.
    The latter could occur when the PayPal popup window is closed too quickly on the last step of the onboarding process (e.g. if you’re clicking through the process & close the popup as soon as the button to close it appears).
    It depends a bit on the web server, but usually, it’s enough to wait about five seconds before closing the popup window.

    It’s not as straightforward as the wizard, but the account can also be connected manually as described here if all else fails.
    I hope this helps!

    Kind regards,
    Niklas

    Thread Starter cbrody

    (@cbrody)

    3 years, 7 months ago

    Thanks, but I’m still getting the same error. When I try manually I get:

    Authentication with PayPal failed: Could not create token.
Please verify your API Credentials and try again to connect your PayPal business account. Visit the plugin documentation for more information about the setup.

    Any other things I could try?

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    3 years, 7 months ago

    Hi @cbrody,

    Either the credentials are not correct, or more likely, something is blocking the connection to PayPal. There have been reports about security plugins or certain theme customizations potentially impacting the connection to PayPal.

    We suggest enabling “Logging” in the plugin settings to collect information about eventual connection problems.
    Then, you may want to perform a full conflict test to rule out eventual issues with the theme or a different plugin. We recommend temporarily activating the default theme Storefront and disabling all other plugins except for WooCommerce and PayPal Payments to see if the behavior persists.

    Here is a guide that explains the steps in more detail: How to test for conflicts
    Please let us know how this works out for you.

    If all else fails, we’d like to look into a copy of your WooCommerce system report and the PayPal Payments log file (after enabling Logging). You can share these logs privately with us from here: https://paypal.inpsyde.com/docs/request-support/
    Please include a link to this thread when sending a private message.
    Thanks!

    Kind regards,
    Niklas

    Plugin Support Syde Joost

    (@joostvandevijver)

    3 years, 6 months ago

    Hello,

    since we did not receive any response or follow-up questions from you, we will assume you got this working to your requirements. If you still have any more questions for us, please open a new thread, because we will mark this one as resolved.

    Kind regards,
    Joost

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

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