Support » Plugin: WooCommerce PayPal Payments » Payment failed. No payment tokens found for customer 4.

  • Resolved neilgee

    (@neilgee)


    Getting this error:

    Payment failed. No payment tokens found for customer 4. Order status changed from Pending payment to Failed.

    Product is a variable subscription
    Customer is a first time buyer

    • This topic was modified 3 months, 1 week ago by neilgee.
Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello @neilgee

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

    This type of issue could be seen with a renewal when the payment method is not correctly saved (/vaulted) on the PayPal server, but you are reporting this is a “first time buyer”, so that leaves us with some confusion. If we are to investigate this, we will need to get the logs, order notes and system report for this incident.

    If this issue is related to the known vaulting issue that occurs during renewals, this should be resolved with the release of the Vault_v3 feature, that is planned to be included in our next release (version 2.4.2). Be aware, that vault_v3 will initially only be available for US merchants.

    In case this issue occurs during the initial purchase (not with the renewal), then please share the requested details with us, so we can further investigate this. 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 neilgee

    (@neilgee)

    Hi Joost,

    Thanks for the response.

    You’ll be glad to know that it is actually a 2nd renewal order that this occurred on, first payment was ok but second had the error (my oversight).

    So is there an eta on the new version being rolled out in Australia.

    For the failed order is there any work arounds to process the order? Manual retry?

    Regards
    Neil

    Thread Starter neilgee

    (@neilgee)

    Also what is the better selection of the ‘Subcriptions Mode‘ value out of ‘PayPal Vaulting‘ or ‘PayPal Subscriptions

    I was unaware of this setting and see my default is ‘PayPal Vaulting‘ – I am using WooCommerce Subscriptions Plugin – so would I be better off selecting PayPal Subscriptions as the value to avoid the Vaulting issue?

    Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello @neilgee

    The initial subscription payment will always be successful, since this is the same as a normal payment with PayPal. The automatic renewal payments will only be successful if PayPal saved the payment method in the vault, and this is what is the problem here. Most likely, there is no payment method saved on the PayPal server, and it can’t retrieve these details on renewal.

    The main mandatory feature you need for this, is the feature Reference Transactions, that needs to be activated in your account. You can see in the system report under “### WooCommerce PayPal Payments ###” if this is activated. If this is not activated, the vaulting subscriptions option will not be possible to work for you. If this is the case, the only option to make subscription work on your site, would be to use PayPal Subscriptions instead. This can work without have Reference Transactions activated on your account.

    We are lacking details to really give you a proper answer, so if you want us to take a closer look into this, you could open a private engagement with us (be sure to add the link to this support thread, if you do). First, I would advise you to take a look at our documentation and see if that clears up some things and might give you a solution for your situation.

    This is what we can tell you for now, please let me know how you would want to proceed on this.

    Kind regards,
    Joost

    Thread Starter neilgee

    (@neilgee)

    Reference Transactions was not active so I changed the value from ‘PayPal Vaulting’ to ‘PayPal Subscriptions’

    The Subscriptions Product is a Variable Subscription with Name Your Price – after this change the Subscription Product (https://horseaid.org.au/product/horse-aid-subscription-donation/) has a console error which makes the product unusable – https://imgur.com/a/lP9j9EV

    So when I swap back from ‘PayPal Subscriptions’ to ‘PayPal Vaulting’ the product is useable again but no doubt will trigger the original error about payment tokens.

    Here is my WC Status:

    ` WordPress Environment
    
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    • This reply was modified 3 months ago by neilgee.
    Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello @

    This all seems to be working as expected. Without Reference Transactions you cannot use Vaulted subscriptions, but with PayPal Subscriptions there is no option to change the price and it is simply not so flexible. Please take a look at this document to see these restrictions.

    It looks like the only way to get this working is to stay with PayPal Vaulting and request to get Reference Transactions activated on your account. In the current situation, the PayPal subscription option is not dynamic enough for the requirements you have.

    Please let me know if you have any further questions.

    Kind regards,
    Joost

    Thread Starter neilgee

    (@neilgee)

    Hi,

    So to get Reference Transactions activated on the PayPal account you need to call or email them according to their docs – https://www.storeapps.org/docs/bn-paypal-reference-transactions/ and then you are not guaranteed to get it.

    All seems a bit convoluted.

    Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello @neilgee

    yes, that is correct. This is why we recently added another subscription feature that allows for automatic renewals: PayPal Subscriptions.

    This option allows for automatic renewals without requiring Reference Transactions to be activated on your PayPal account. Please take a look at the linked documentation to get more details on this, and let us know if that leaves you with any more questions.

    Kind regards,
    Joost

    Thread Starter neilgee

    (@neilgee)

    Yes there is also a problem with setting the PayPal Setting to PayPal Subscriptions – in my case I have a WooCommerce Variable Subscription with Name Your Price

    Example https://horseaid.org.au/product/horse-aid-subscription-donation-copy/ when I choose the variation the price field is not opened up.

    If i choose PayPal Vaulting then the price field opens up on the Name My Price variable product but then won’t renew as Reference Transactions are not activated.

    But even if PayPal Vaulting is enabled you are saying there are issues with the renewals not working which won’t be addressed until a future release and even then it would be a US release primarily with no time frame set for other countries at this point in time.

    • This reply was modified 3 months ago by neilgee.
    Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello @neilgee

    yes, I see now and can confirm that PayPal Subscriptions will not work for your setup. In that setup, the subscription payment has to be linked to a static price, and you have got dynamic prices linked to these products (not possible). PayPal Subscriptions are fixed subscription plans. So even when they link the product and then have the buyer set a custom price, the linked subscription product at PayPal would charge a fixed price.

    Your setup can only work with Reference Transactions/Vaulting.
    Sorry that I did not see this limitation with dynamic pricing before.

    If you currently don’t have Reference Transactions active, your issues could be completely resolved when you get this activated. However, we can’t be sure until you test this. Have you done any testing with sandbox accounts?

    Kind regards,
    Joost

    Thread Starter neilgee

    (@neilgee)

    Hi,

    If you currently don’t have Reference Transactions active, your issues could be completely resolved when you get this activated. However, we can’t be sure until you test this.

    But even with Reference Transactions – you are saying there are possible issues with renewals…

    If this issue is related to the known vaulting issue that occurs during renewals, this should be resolved with the release of the Vault_v3 feature, that is planned to be included in our next release (version 2.4.2). Be aware, that vault_v3 will initially only be available for US merchants.

    which really makes the plugin unusable in my case.

    Plugin Support Joost van de Vijver

    (@joostvandevijver)

    Hello @neilgee

    sorry that we can’t give any better option at the moment. You might want to turn off vaulting for the PayPal option and continue using Advanced Card Processing for selling subscriptions, but that is up to you.

    If you are interested, you can check on our releases here and see what was added when any new release takes place.

    I will mark this thread as resolved, since there is not much more we can do for you on this matter for the time being. Still let us know if you have any further question or open a new thread if you have any other issues.

    Kind regards,
    Joost

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