Hi @annecampbelldesign,
Sorry to hear about the issues noticed. If it works fine in sandbox, the same would have applied in “Live Mode” Too.
Another factor for such an error to occur would be if your PayPal account isn’t upgraded to a business account or if there are any other limitations imposed by Paypal.
To start with, could you please just delete the PayPal field in your form, save the form and then re-add the PayPal field once again and check whether a submission works?
If the issue is still the same, possible to also enable the “Debug Mode” in the PayPal field settings under the “Advanced” tab in Forminator so that we could have a better idea when we check your website?
Screenshot:
https://imgur.com/c4MPtY0
Looking forward to your response.
Kind Regards,
Nithin
Hi Nithin,
Thanks so much for responding. I forgot to mention that I did try deleting and recreating the PayPal field, and I also tried creating a whole new form from scratch, but I didn’t have any different results.
I have now turned on Debug Mode. Could you please take another look and let me know what you think the issue is? I’ve also re-exported the form, and you can find it at the same URL as before.
I think the client’s PayPal account is a business account. I’m not an administrator on the account; they created a special limited user account for me so that I can log in but can’t see any financial details. When I log in, I can see “Business Tools” as one of the options in the top menu.
Please let me know if there are any settings that need to be changed in PayPal, and I can either do this myself or ask the client to do it.
Thank you so much again for your help!
-Anne
Hi @annecampbelldesign,
Thanks for enabling debug log, there are console errors when the debug mode is enabled ie:
Error: Can not send postrobot_method. Target window is closed
Error: Original call to disable():
Error: ZalgoPromise
The errors occur instantly when we try to fill the form, however, I’m not able to replicate such console error when tested on my site neither I could find any recent report with similar issues before.
Do you have any other plugin which uses PayPal? I don’t see you confirm about testing with a default WP theme, possible to also check how it behaves with a default WP theme?
If you have a staging site, could you also please check in a staging site and see whether you are getting the same console error or not?
I’m bringing these issues to our team’s attention to see if there is anything specific that might be causing it.
Will keep you posted once we get further feedback asap.
Kind Regards,
Nithin
Nithin,
I’m sorry, I thought I responded to your questions on Friday, but I think I forgot to submit the post.
I copied the whole site to a staging area, switched to a default theme (Twenty Twenty Three), and deactivated all plugins except Forminator. In the console, I only see a couple of minor issues (“Audit usage of navigator.userAgent…” and “Page layout may be unexpected due to Quirks Mode”). But when I try to make a test donation, I still get the same error: “…something went wrong during checkout and payment couldn’t be approved.”
Do you have any more suggestions? You can see the donation page on the staging site here.
Many thanks—
Anne
Hi @annecampbelldesign
Thank you for response!
I’ve imported your form to my own setup and checked if I can find some clues this way but no luck so far.
But I did notice few differences in debug messages that I’m getting on my site and on yours, and I also have some additional questions as I cannot do live payment tests on your site (and testing sandbox is pointless as you already confirmed that it works for you). So let me ask then:
1. the error happens with literally any PayPal payment or only selected type(s) of payment (e.g. only if you try to pay using PayPal account or only payment with card)?
2. can you triple-check if correct keys are added in PayPal configuration (and note: they should be different for sandbox and for live modes!)
3. do you currently have any kind of firewall active on your hosting and if yes – is it possible to temporarily disable it (preferably for staging site only)? if yes – does it make any difference?
Also, it would be good to make a bit different test and actually install some other 3rd-party plugin (the simpler the better) that supports PayPal payments, then test it with Forminator temporarily disabled to see if it goes fine or also fails to handle live payment. Did you try that already? If not, could you try it on staging site?
Kind regards,
Adam
I’m sorry for the delay, and I have a quick update. I checked the PayPal settings, and it turned out that the live API key had somehow been deleted from the PayPal account. The sandbox key was still correct, but the live one was missing.
I created a new live key, and the donation form works just fine! Thank you so much for your thorough assistance and your great plugin.
Hi @annecampbelldesign
Thank you for update, I’m glad to know you got that solved!
I’ll mark this topic as resolved then but if you come up with any other questions, please don’t hesitate to open new one(s) and we’ll be happy to assist.
Best regards,
Adam
