bolero99
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Hi, just another update. The issues appear to be arising when customers are being sent to PayPal to pay, after entering an OTP or inputting their card details using the debit/credit card button, this seems to happen whether the error message is “Payer needs to perform the following action” or if it says “instrument declined”. I’m not sure why they need to be taken to Paypal to input their information again.
- This reply was modified 2 years, 9 months ago by bolero99.
That’s very odd. All charges on our site including taxes and shipping are presented prior to any payment information being collected, so I can’t think why PayPal would be flagging any customers for PSD2 requirements. I suppose that’s a question for them though.
Are there other reasons this same error message would show not linked to PSD2?
I am currently collecting logging info and will send it to you guys to look at as this isn’t the only error we are getting. Appreciate your input so far.
Hi Niklas, we will be enabling logging today to collect further info. I wanted to give you some more information first though. A new Failed status error seems to have emerged which we have never seen before but since it has started, has a happened approximately 5 or 6 times in the last 2 days. The error message is “Payer needs to perform the following action before proceeding with payment”. I understand this could be linked to some form of overcharging? However, nothing has changed with our website so I’m not entirely sure what could be happening here. Any insight would be greatly appreciated.
Thank you for the quick response Niklas. I have just realized that we are running v.2.0.3. Forgive my ignorance. Would it be advisable to update to the latest version in the first instance? Obviously, I don’t want to create more issues that could cloud diagnosis here.
We’ve also seen a few cases of duplicate orders recently which is concerning as some of these were getting fulfilled. Is this something that has been reported? I will speak to my developer about getting logs in the mean time.
- This reply was modified 2 years, 9 months ago by bolero99.