2.9.5 “something went wrong….”

Hello @negotiatoruk

The key question here is whether you can reproduce this problem using a sandbox account. Testing in sandbox mode will allow for further analysis, as the issue could stem from a variety of causes, most likely a conflict with another plugin.

Additionally, please share your system report with us. Please follow these steps.

1. Navigate to the WooCommerce / Status section in your site’s admin panel.
2. Click on the Get system report button and then click Copy for support.
3. Paste the report into our PrivateBin.
4. After uploading, please share the link here so we can review the details thoroughly.

Let us know how testing goes or if you need help with the next steps.

Kind Regards,

Krystian

Same problem here, rolled back to V.2.9.4 and everything works fine again, so definitely an error of the new version.

BR, Zappo

Hello @zappob

We kindly ask that you reach out directly to our support team or create your separate thread so we can analyze this behavior further. So far, we don’t have any reports or information that could pinpoint the cause, which makes it difficult to issue a patch at this time.

Please also let us know if conflict testing reveals anything on your end that could help us address this issue.

Kind Regards,

Krystian

Hello @inpsydekrystian,

sorry, I won’t do that. Your developers changed something in a minor update, please go and find out, what they have done and check, why some (?) have problems with the update.

The discussion with disgruntled customers and the localisation of the problem alone have already cost me enough time.

BR, Zappo

Hello?@inpsydekrystian,

This is a very serious issue, as you do not know if your website is experiencing problems processing PayPal payments. Unlike the previous issue with the Multi-Currency Switcher, affected orders are not being marked as “Failed.”

I only became aware of the problem after receiving the first complaint a week later. Essentially, this means you could be losing orders without even realizing it, which has significant implications for your business.

Hello?@inpsydekrystian,

System Report: https://privatebin.syde.com/?1515128f31a29613#8EbbUTAxUnfBTCRsUFycBmvWBpcpmmeqdRDKVFNwif5Y

Hello @zappob

Please understand that this is not a widespread issue. WordPress is a highly complex environment, and with numerous potential plugin and theme conflicts, testing for conflicts is the most reasonable first step in resolving this.

Hello @negotiatoruk

What we still need to know is whether you’re able to reproduce the issue, as this is crucial for us to understand and work toward a resolution. So far, this is the first report of this problem. I won’t be able to do that as you already downgraded the plugin. I would recommend to create a staging site to try to reproduce this with sandbox account.

If you need assistance with the process, we kindly encourage you to reach out directly to our support team.

Kind regards,
Krystian

Hello?@inpsydekrystian,

“Please understand that this is not a widespread issue.” – Many people may not realize they are experiencing this issue since the orders are not marked as “Failed.” However, it’s likely that more complaints will surface soon.

“What we still need to know is whether you’re able to reproduce the issue, as this is crucial for us to understand and work toward a resolution. So far, this is the first report of this problem. I won’t be able to do that as you already downgraded the plugin. I would recommend to create a staging site to try to reproduce this with sandbox account.”

Attached is the System Report from our live (clone) website using a real PayPal account with version 2.9.5.

System Report: https://privatebin.syde.com/?045ca1b599b02018#7cZGSZR4iv6EyiME7Btk5oupqVQkjjqzb3X3S7z4mBsi

The error message has changed from “Somthing went wrong…” to:

“NOT_ENABLED_TO_VAULT_PAYMENT_SOURCE The API caller or the merchant on whose behalf the API call is initiated is not allowed to vault the given source. Please contact PayPal customer support for assistance.”

Hello @negotiatoruk

Thanks for the additional details. Please follow the step-by-step instructions below:

1. Navigate to the PayPal Payments plugin settings.
2. Go to the Connection tab, which is the main card in the plugin settings.
3. Scroll to the bottom of this tab, where you will find a “Clear Now” button.
4. Clicking this button will clear the plugin settings from your database.
5. Attempt to onboard your plugin again.

Please let us know if this resolve the problem. I look forward to your feedback and am ready to assist further.

Regards,
Krystian

Hello?@inpsydekrystian,

“Thanks for the additional details. Please follow the step-by-step instructions below: “

Do I do it with what version? 2.9.5?

Hello @negotiatoruk

Yes, you need to update the plugin up to the affected version, and then try this method.

Let us know if the issue persists.

Kind regards,
Krystian

Hello?@inpsydekrystian,

It worked.

Hello @inpsydekrystian,

we did the same, it took us 35 minutes and the error is either

Irgendwas ist schief gelaufen. Bitte versuche es erneut oder w?hle eine andere Zahlungsquelle.

in the cart, or

NOT_ENABLED_TO_VAULT_PAYMENT_SOURCE The API caller or the merchant on whose behalf the API call is initiated is not allowed to vault the given source. Please contact PayPal customer support for assistance.

on the checkout, so no solution.

Here is the log of the last test:
https://privatebin.syde.com/?0abf490109ee5ebb#4SsNfAnfZJExYawgeaJCW11hfwFiL1DkyhywLn9XRtHM

BR, Zappo

PS: here the status report. I’m not quite happy with posting this in public.

PPS: Sorry, had to delete it, it included sensible data, like the database prefix. It is rather peculiar that your support asks you to post such data publicly.

• This reply was modified 3 months, 1 week ago by ZappoB.

Hello @zappob

We completely understand your hesitation and would like to clarify our approach.

Firstly, if you do not feel comfortable sharing your system report publicly, we encourage you to contact us directly through our support portal at WooCommerce PayPal Payments Support. This ensures your sensitive data remains private.

Additionally, if you choose to post on public forums like www.ads-software.com, you can censor any sensitive information, such as database prefixes or URL. This is a common and acceptable practice. Rest assured, we do not force anyone to share private data in public.

In your specific case, I previously suggested direct contact via our support portal, as mentioned in this forum thread. Continuing a discussion under another user’s thread can make it difficult for us to track and address your issue efficiently, so I appreciate your understanding on this matter.

If you have already used the “Clear now” option and re-onboarded your account following the steps provided, and the issue persists on version 2.9.5, please let us know. You can reach out directly through the support portal, and we will assist you further to resolve this issue. So far, this solution has worked for all other reported cases, but if it doesn’t for you, we are here to help.

Kind Regards,

Krystian