Hello @fads79
thank you for reaching out to us. We have not had this reported before, so we are very interested in looking into this a bit closer.
Can you tell me if, other than the device/OS, the purchase was identical? Same PayPal account, same product, same version of your site/plugin, etc?
If that was the case, we would like to review the system report and the plugin logs to identify if your situation might be related to an already known issue. You can copy the logfiles from here:
– WooCommerce > Status > Get system report > Copy for support
– WooCommerce > Status > Logs > select “woocommerce-paypal-payments-integration-\[…\]” in the dropdown and click on view. If these logs are not present, you might need to enable logging in the plugin settings page.
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)
Pending your response.
Kind regards,
Joost
Thread Starter
fads79
(@fads79)
Hi Joost,
I have opened a ticket with the logfiles requested.
Kind Regards,
France
Hi, I have the same problem on mobile.
Is it possible to solve this problem?
Thank a lot.
I have the same problem and can add a few more details. It started when I converted my woocommerce payment plugin from WooCommerce PayPal Checkout Payment Gateway (discontinued) to WooCommerce PayPal Payments. Another thing that broke at the same time is my ability to issue refunds through woocommerce. I now have to go into Paypal and do it from there. I have been in contact with several of my customers. All have said they had tried to make the order on an iPhone. Would it help you to have my logfiles as well? My site is johnmuirlaws.com
Update: Fails on other devices as well. One of my customers got a fail while using a Toshiba laptop. Another had one a failed using an older imac (circa 2008) using firefox. Another customer had the error on a 10 year old dell running windows 10, then two days later it worked on the same machine. 4 fail on an ipone. That does not fit the pattern. So the plot thickens.
Hello @johnmuirlaws
I am not sure if your issue is the same as what this thread was opened for. It might be best to open a new thread or also open a service desk ticket in order to provide the required logs as described here: https://paypal.inpsyde.com/docs/request-support/
Kind regards,
Joost
