PayPal button doesn’t go through to Paypal website

  • Resolved Richard Thorne

    (@richthorne)


    3 years, 10 months ago

    Hi Support,
    I have an issue with a checkout page on a site I manage.
    Some customers place an order click the yellow paypal button and place their order without issue while some place their order click the yellow paypal button a spinning disc icon appears like the page is working but nothing happens. The customer isn’t taken to paypal to pay for their order.

    Is this an issue you have come across before with a quick fix?

    Thank you

    Richard Thorne

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Ross V. a11n

    (@rossviviano)

    Automattic Happiness Engineer

    Hi Richard!

    Can you tell if there’s any pattern to which orders go through and which ones don’t? Same browser, perhaps?

    Looking forward to hearing from you!

    Ross

    Thread Starter Richard Thorne

    (@richthorne)

    Thanks for your reply
    The only definite information I have is the checkout works for one person on Iphone 7 then the same person tried on a new PC using Chrome and experienced the spinning circle issue.
    I run an order through using Chrome on Macbook and the checkout is always successful

    Plugin Contributor Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there Richard,

    Going by what you’ve said, you can check out successfully and another person can checkout successfully on their phone but not on their PC. If it’s just one person, it could very well be that they have something in their browser (for example, plugins or security hardening) that’s stopping the PayPal button from working.

    Could you try asking a few other people to make test orders? You can always refund them if it goes through, but that’ll help figure out the scope of this problem.

    Thread Starter Richard Thorne

    (@richthorne)

    Hi
    This issue has happened with my clients customers also how many I don’t know because client was describing a different issue, when I sent him a video of my tester having this issue he told me the issue I’m describing here is happening.

    Plugin Contributor Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    Hey there,

    You initially asked if we had a quick fix – unfortunately, we haven’t heard of this specific issue before, so don’t have a quick fix.

    The tricky thing here is that you haven’t been able to reproduce it yourself, and we haven’t been able to reproduce it from our end. We’d need more information and clear steps to be able to reproduce the problem before we can look at fixing it.

    For example, you’ve mentioned that it didn’t work on a PC with Chrome. Which version of Windows was it, with which version of Chrome? Which plugins were installed? To be honest and set expectations, hese things tend to end up in the details such as a conflict with a browser plugin, an internet timeout at that specific moment, etc. We can certainly take a look if you can share the information.

    Thread Starter Richard Thorne

    (@richthorne)

    Hi Hannah,
    Thanks for your help, that’s why I was asking if you knew of a quick fix, there are too many variables that I don’t know the answers too.
    I’ve got a developer to take a look at it hopefully he’ll be able to sort it.

    Thanks for your help.

    Richard

Viewing 6 replies - 1 through 6 (of 6 total)
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