WooCommerce not finding PayPal email addresses

  • When a customer places an order on our website using PayPal, the “PayPal email address” field has their email, but the WooCommerce email address field is left empty, which is causing issues with our stock management system as it’s expecting the standard WooCommerce email address field to have the customers email, in order to send order confirmations etc.

    This error has started as of the 14th June.

    I have checked previous orders that have been successfull with no errors, and both the PayPal email address field and email address field would have the customers email.

    But now, the WooCommerce email address field is being left empty, causing errors in our system.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @cameronwhyte1

    Thanks for reaching out to us, we’re here to help.

    Currently, we are not aware of any widespread issues of this nature. The first step I would recommend is to check for any potential conflicts. It would be best to clone your site to a staging environment and then verify if the issue persists after disabling all other plugins except for WooCommerce and PayPal Payments. For processing test orders, please use a sandbox account. You can find instructions on how to set this up in the link provided.

    It will be also helpful if you could share your current System Status Report. You can get it by navigating to the?WooCommerce / Status?section of your site. Once there, click on the?Get system report?button and then copy it by clicking on the?Copy for support?button.

    Please provide those log entries on our PrivateBin. After uploading, paste here the link, so we can review them in detail. If you do not wish to share this information publicly, we suggest you contact us directly for further assistance. Here’s how you can request support:?Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Please let us know how the situation looks after testing with sandbox, so we can further assist you.

    Kind Regards,

    Krystian

    nadenemurray

    (@nadenemurray)

    Same issue here

    Kanuka Digital

    (@iwebsolutions)

    We’re seeing this too. Causing issues with our client’s back office system.

    Plugin Support Krystian from Syde

    (@inpsydekrystian)

    Hello @nadenemurray & @iwebsolutions

    The issue may be related to the configuration settings within the PayPal Payments Plugin. Specifically, if the “Require final confirmation on checkout ” setting in the Standard Payments tab is unchecked, it could result in the customer’s regular email address not being captured. This is because the checkout page, where customers would typically enter their email address, is skipped.

    chrome_sViaEhmzVK.png

    To address this, please check the “Require final confirmation on checkout” setting in your plugin settings.

    Please make the suggested adjustment and check if the issue is resolved. If the problem persists, do not hesitate to contact us again for further assistance.

    Kind Regards,
    Krystian

    Kanuka Digital

    (@iwebsolutions)

    @inpsydekrystian Thank you for the solution. While enabling “Require final confirmation on checkout” does resolve the email capture issue, it introduces an extra step in the express checkout process.

    Ideally, the extension would save the email address in the standard WooCommerce location without requiring this workaround. Would it be possible to review this as a potential feature enhancement? The goal would be to maintain a streamlined checkout while ensuring all necessary customer information is captured.

Viewing 5 replies - 1 through 5 (of 5 total)
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