Sorry, an error occurred while trying to retrieve your information from PayPal

  • Resolved evitcepsrep

    (@evitcepsrep)


    6 years, 11 months ago

    We have setup a WordPress website with WooCommerce using PayPal as payment gateway. When using Sandbox mode everything works, but when going live, the payment doesn’t go trough. There is an error message saying “Sorry, an error occurred while trying to retrieve your information from PayPal. Please try again.” We have tried to pay with a PayPal account and with credit card.

    We have now tried to use the default WordPress theme, disabled all plugins except WooCommerce and PayPal. Still the same problem.

    Two weeks ago we setup two other eCommerce shops with the same WordPress theme, WooCommerce and PayPal as gateway. Both works fine. The only difference between those and this one is the hosting.

Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Support John Coy a11n

    (@johndcoy)

    Automattic Happiness Engineer

    Hi @evitcepsrep

    Can you confirm Debug Log is enabled under WooCommerce > Settings > Checkout > PayPay Express Checkout? If so, I’d like for you to review the logs stored within the PPEC ( PayPal Express Checkout ) logs.

    You can find the PPEC logs under WooCommerce > Status > Logs and then by selecting PPEC from the drop-down list. Please review the most recent and let us know if you see an error or response with more details to why the transaction did not process.

    • This reply was modified 6 years, 11 months ago by John Coy a11n.

    I am with the exactly problem.

    .

    • This reply was modified 6 years, 11 months ago by diegoconsimo.
    • This reply was modified 6 years, 11 months ago by diegoconsimo.
    • This reply was modified 6 years, 11 months ago by diegoconsimo.
    Thread Starter evitcepsrep

    (@evitcepsrep)

    @johndcoy

    I got this error message.

    2018-03-23T05:00:26+00:00 CRITICAL Cannot declare class WC_Gateway_PPEC_Checkout_Handler, because the name is already in use

    @johndcoy

    I got this message error with my paypal express checkout with subscription:
    2018-03-28T04:02:51+00:00 INFO SetExpressCheckout Response: Array
    (

    [TIMESTAMP] => 2018-03-28T04:02:51Z
    [CORRELATIONID] => 85926c39b1080
    [ACK] => SuccessWithWarning
    [VERSION] => 124.0
    [BUILD] => 000000
    [L_ERRORCODE0] => 11452
    [L_SHORTMESSAGE0] => Merchant not enabled for reference transactions
    [L_LONGMESSAGE0] => Merchant not enabled for reference transactions
    [L_SEVERITYCODE0] => Warning
    )

    And i this message for critical error log:

    2018-03-27T23:01:07+00:00 CRITICAL Uncaught Error: Call to undefined function wcs_copy_order_address() in /home/cryptoin/public_html/wp-content/plugins/woocommerce-gateway-paypal-express-checkout/includes/class-wc-gateway-ppec-with-paypal-addons.php:100
    Stack trace:
    #0 /home/cryptoin/public_html/wp-content/plugins/woocommerce-gateway-paypal-express-checkout/includes/class-wc-gateway-ppec-with-paypal-addons.php(68): WC_Gateway_PPEC_With_PayPal_Addons->process_subscription(77)
    #1 /home/cryptoin/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(804): WC_Gateway_PPEC_With_PayPal_Addons->process_payment(77)
    #2 /home/cryptoin/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(986): WC_Checkout->process_order_payment(77, ‘ppec_paypal’)
    #3 /home/cryptoin/public_html/wp-content/plugins/woocommerce/includes/class-wc-ajax.php(419): WC_Checkout->process_checkout()
    #4 /home/cryptoin/public_html/wp-includes/class-wp-hook.php(286): WC_AJAX::checkout(”)
    #5 /home/cryptoin/public_html/wp-includes/class-wp-hook.php

    2018-03-27T23:16:38+00:00 CRITICAL Uncaught Error: Call to undefined function wcs_copy_order_address() in /home/cryptoin/public_html/wp-content/plugins/woocommerce-gateway-paypal-express-checkout/includes/class-wc-gateway-ppec-with-paypal-addons.php:100
    Stack trace:
    #0 /home/cryptoin/public_html/wp-content/plugins/woocommerce-gateway-paypal-express-checkout/includes/class-wc-gateway-ppec-with-paypal-addons.php(68): WC_Gateway_PPEC_With_PayPal_Addons->process_subscription(77)
    #1 /home/cryptoin/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(804): WC_Gateway_PPEC_With_PayPal_Addons->process_payment(77)
    #2 /home/cryptoin/public_html/wp-content/plugins/woocommerce/includes/class-wc-checkout.php(986): WC_Checkout->process_order_payment(77, ‘ppec_paypal’)
    #3 /home/cryptoin/public_html/wp-content/plugins/woocommerce/includes/class-wc-ajax.php(419): WC_Checkout->process_checkout()
    #4 /home/cryptoin/public_html/wp-includes/class-wp-hook.php(286): WC_AJAX::checkout(”)
    #5 /home/cryptoin/public_html/wp-includes/class-wp-hook.php

    • This reply was modified 6 years, 11 months ago by diegoconsimo.
    • This reply was modified 6 years, 11 months ago by diegoconsimo.

    I also talked to paypal and is working with paypal standard, they check it their platform and is ok, but paypal said that there is a problem with this plugin that is rejecting recurring payments with paypal express.

    They said my account with paypal is fine, the problem is with this plugin, maybe some error, because looks like express checkout is recognizing a simple recurring payment as a PayPal Reference Transactions, but is not.

    Plugin Support John Coy a11n

    (@johndcoy)

    Automattic Happiness Engineer

    Thank you both for that update.

    After some extensive testing I still could not replicate the error. As a first step, try switching back to a default theme like Twenty Seventeen or Storefront and disabling all plugins except for WooCommerce and PayPal Express Checkout to see if this resolves the issue.

    Secondly, could you try disconnecting PayPal Express Checkout under WooCommerce > Settings > Checkout > PayPay Express Checkout, save, then reconnect.

    Let me know what you find.

    Thread Starter evitcepsrep

    (@evitcepsrep)

    @johndcoy

    I got this error message after I set follow your suggestion.

    I use Woocommerce + Woocommerce membership + Woocommerce subscription + WC_Gateway_PPEC

    
03-30-2018 @ 14:25:47 - WC_Gateway_PPEC_Client::_request: remote request to https://api-3t.paypal.com/nvp with params: Array
(
    [LOGOIMG] => 
    [HDRIMG] => 
    [PAGESTYLE] => 
    
    [ADDROVERRIDE] => 1
    [LANDINGPAGE] => Login
    [SOLUTIONTYPE] => Sole
    [PAYMENTREQUEST_0_PAYMENTACTION] => sale
    [PAYMENTREQUEST_0_INSURANCEAMT] => 0
    [PAYMENTREQUEST_0_HANDLINGAMT] => 0
    [PAYMENTREQUEST_0_CUSTOM] => 
    [PAYMENTREQUEST_0_INVNUM] => 
    [PAYMENTREQUEST_0_CURRENCYCODE] => USD
    [PAYMENTREQUEST_0_AMT] => 1
    [PAYMENTREQUEST_0_ITEMAMT] => 1
    [PAYMENTREQUEST_0_SHIPPINGAMT] => 0
    [PAYMENTREQUEST_0_TAXAMT] => 0
    [PAYMENTREQUEST_0_SHIPDISCAMT] => 0
    [NOSHIPPING] => 1
    [L_BILLINGTYPE0] => MerchantInitiatedBillingSingleAgreement
    
    [L_BILLINGAGREEMENTCUSTOM0] => 
    
    [PAYMENTREQUEST_0_SHIPTOSTREET] => 
    [PAYMENTREQUEST_0_SHIPTOSTREET2] => 
    [PAYMENTREQUEST_0_SHIPTOCITY] => 
    [PAYMENTREQUEST_0_SHIPTOSTATE] => 
    [PAYMENTREQUEST_0_SHIPTOZIP] => 
    [PAYMENTREQUEST_0_SHIPTOCOUNTRYCODE] => TH
    [L_PAYMENTREQUEST_0_NAME0] => $119.99 (USD) For 1 year (non-recurring)
    [L_PAYMENTREQUEST_0_DESC0] => 
    [L_PAYMENTREQUEST_0_QTY0] => 1
    [L_PAYMENTREQUEST_0_AMT0] => 1
    [METHOD] => SetExpressCheckout
    [VERSION] => 120.0
    
)

03-30-2018 @ 14:25:48 - WC_Gateway_PPEC_Client::_process_response: acknowleged response body: Array
(
   
    [TIMESTAMP] => 2018-03-30T07:25:49Z
   
    [ACK] => SuccessWithWarning
    [VERSION] => 120.0
    [BUILD] => 000000
    [L_ERRORCODE0] => 11452
    [L_SHORTMESSAGE0] => Merchant not enabled for reference transactions
    [L_LONGMESSAGE0] => Merchant not enabled for reference transactions
    [L_SEVERITYCODE0] => Warning
)

03-30-2018 @ 14:28:11 - WC_Gateway_PPEC_Client::_request: remote request to https://api-3t.paypal.com/nvp with params: Array
(
    [LOGOIMG] => 
    [HDRIMG] => 
    [PAGESTYLE] => 
    
    [ADDROVERRIDE] => 1
    [LANDINGPAGE] => Login
    [SOLUTIONTYPE] => Sole
    [PAYMENTREQUEST_0_PAYMENTACTION] => sale
    [PAYMENTREQUEST_0_INSURANCEAMT] => 0
    [PAYMENTREQUEST_0_HANDLINGAMT] => 0
    [PAYMENTREQUEST_0_CUSTOM] => 
    [PAYMENTREQUEST_0_INVNUM] => 
    [PAYMENTREQUEST_0_CURRENCYCODE] => USD
    [PAYMENTREQUEST_0_AMT] => 1
    [PAYMENTREQUEST_0_ITEMAMT] => 1
    [PAYMENTREQUEST_0_SHIPPINGAMT] => 0
    [PAYMENTREQUEST_0_TAXAMT] => 0
    [PAYMENTREQUEST_0_SHIPDISCAMT] => 0
    [NOSHIPPING] => 1
    [L_BILLINGTYPE0] => MerchantInitiatedBillingSingleAgreement
    
    [L_BILLINGAGREEMENTCUSTOM0] => 
    
    [PAYMENTREQUEST_0_SHIPTOSTREET] => 
    [PAYMENTREQUEST_0_SHIPTOSTREET2] => 
    [PAYMENTREQUEST_0_SHIPTOCITY] => Oslo
    [PAYMENTREQUEST_0_SHIPTOSTATE] => 
    [PAYMENTREQUEST_0_SHIPTOZIP] => 
    [PAYMENTREQUEST_0_SHIPTOCOUNTRYCODE] => NO
    [L_PAYMENTREQUEST_0_NAME0] => $119.99 (USD) For 1 year (non-recurring)
    [L_PAYMENTREQUEST_0_DESC0] => 
    [L_PAYMENTREQUEST_0_QTY0] => 1
    [L_PAYMENTREQUEST_0_AMT0] => 1
    [METHOD] => SetExpressCheckout
    [VERSION] => 120.0
    
)

03-30-2018 @ 14:28:13 - WC_Gateway_PPEC_Client::_process_response: acknowleged response body: Array
(
    
    [TIMESTAMP] => 2018-03-30T07:28:13Z
   
    [ACK] => SuccessWithWarning
    [VERSION] => 120.0
    [BUILD] => 000000
    [L_ERRORCODE0] => 11452
    [L_SHORTMESSAGE0] => Merchant not enabled for reference transactions
    [L_LONGMESSAGE0] => Merchant not enabled for reference transactions
    [L_SEVERITYCODE0] => Warning
)

03-30-2018 @ 14:28:29 - WC_Gateway_PPEC_Client::_request: remote request to https://api-3t.paypal.com/nvp with params: Array
(
    [METHOD] => GetExpressCheckoutDetails
    [VERSION] => 120.0
    
)

03-30-2018 @ 14:28:30 - WC_Gateway_PPEC_Client::_process_response: acknowleged response body: Array
(
    
    [BILLINGAGREEMENTACCEPTEDSTATUS] => 0
    [CHECKOUTSTATUS] => PaymentActionNotInitiated
    [TIMESTAMP] => 2018-03-30T07:28:31Z
    
    [ACK] => Success
    [VERSION] => 120.0
    [BUILD] => 000000
    
    [COUNTRYCODE] => TH
    [ADDRESSSTATUS] => Confirmed
    [CURRENCYCODE] => USD
    [AMT] => 1.00
    [ITEMAMT] => 1.00
    [SHIPPINGAMT] => 0.00
    [HANDLINGAMT] => 0.00
    [TAXAMT] => 0.00
    [INSURANCEAMT] => 0.00
    [SHIPDISCAMT] => 0.00
    [INSURANCEOPTIONOFFERED] => false
    [L_NAME0] => $119.99 (USD) For 1 year (non-recurring)
    [L_QTY0] => 1
    [L_TAXAMT0] => 0.00
    [L_AMT0] => 1.00
    [PAYMENTREQUEST_0_CURRENCYCODE] => USD
    [PAYMENTREQUEST_0_AMT] => 1.00
    [PAYMENTREQUEST_0_ITEMAMT] => 1.00
    [PAYMENTREQUEST_0_SHIPPINGAMT] => 0.00
    [PAYMENTREQUEST_0_HANDLINGAMT] => 0.00
    [PAYMENTREQUEST_0_TAXAMT] => 0.00
    [PAYMENTREQUEST_0_INSURANCEAMT] => 0.00
    [PAYMENTREQUEST_0_SHIPDISCAMT] => 0.00
   
    [PAYMENTREQUEST_0_INSURANCEOPTIONOFFERED] => false
    [L_PAYMENTREQUEST_0_NAME0] => $119.99 (USD) For 1 year (non-recurring)
    [L_PAYMENTREQUEST_0_QTY0] => 1
    [L_PAYMENTREQUEST_0_TAXAMT0] => 0.00
    [L_PAYMENTREQUEST_0_AMT0] => 1.00
    [PAYMENTREQUESTINFO_0_ERRORCODE] => 0
)

    Hi there @evitcepsrep,

    I see the error Merchant not enabled for reference transactions. Reference transactions are required to be able to take recurring subscription payments. Please refer to this guide to have them enabled in your Paypal account:

    https://docs.woocommerce.com/document/subscriptions/faq/paypal-reference-transactions/#section-1

    If your business is too small for Paypal to authorize reference transactions I suggest you use PayPal Standard, or switch to another payment gateway for subscriptions, like Stripe Payment Gateway.

    Let us know how it goes!

    Hi , I got this error :

    Sorry, an error occurred while trying to retrieve your information from PayPal. Please try again.

    Theme: Twenty seventeen
    wordpresss 4.9.5
    Plugins: Woocommerce 3.3.5 , WooCommerce Subscriptions 2.2.18 , WooCommerce PayPal Express Checkout Gateway 1.5.4

    05-22-2018 @ 09:52:52 - WC_Gateway_PPEC_Client::_request: remote request to https://api-3t.sandbox.paypal.com/nvp with params: Array
(
    [LOGOIMG] => https://backup.overboxtv.com/wp-content/uploads/2018/03/overboPaypal.png
    [HDRIMG] => 
    [PAGESTYLE] => 
    [BRANDNAME] => OverBoxTv
    [RETURNURL] => https://backup.overboxtv.com/checkout-page/?woo-paypal-return=true&create-billing-agreement=true
    [CANCELURL] => https://backup.overboxtv.com/cartpage/?woo-paypal-cancel=true
    [ADDROVERRIDE] => 1
    [LANDINGPAGE] => Login
    [SOLUTIONTYPE] => Sole
    [PAYMENTREQUEST_0_PAYMENTACTION] => sale
    [PAYMENTREQUEST_0_INSURANCEAMT] => 0
    [PAYMENTREQUEST_0_HANDLINGAMT] => 0
    [PAYMENTREQUEST_0_CUSTOM] => 
    [PAYMENTREQUEST_0_INVNUM] => 
    [PAYMENTREQUEST_0_CURRENCYCODE] => USD
    [PAYMENTREQUEST_0_AMT] => 39
    [PAYMENTREQUEST_0_ITEMAMT] => 39
    [PAYMENTREQUEST_0_SHIPPINGAMT] => 0
    [PAYMENTREQUEST_0_TAXAMT] => 0
    [PAYMENTREQUEST_0_SHIPDISCAMT] => 0
    [NOSHIPPING] => 1
    [L_BILLINGTYPE0] => MerchantInitiatedBillingSingleAgreement
    [L_BILLINGAGREEMENTDESCRIPTION0] => Orders with OverBoxTv
    [L_BILLINGAGREEMENTCUSTOM0] => 
    [PAYMENTREQUEST_0_SHIPTONAME] => Naser Yekshahve
    [PAYMENTREQUEST_0_SHIPTOSTREET] => novagen 23
    [PAYMENTREQUEST_0_SHIPTOSTREET2] => 
    [PAYMENTREQUEST_0_SHIPTOCITY] => Tatao
    [PAYMENTREQUEST_0_SHIPTOSTATE] => 
    [PAYMENTREQUEST_0_SHIPTOZIP] => 10100
    [PAYMENTREQUEST_0_SHIPTOCOUNTRYCODE] => SE
    [L_PAYMENTREQUEST_0_NAME0] => IPTV Subscription - 3 Months
    [L_PAYMENTREQUEST_0_DESC0] => 
    [L_PAYMENTREQUEST_0_QTY0] => 1
    [L_PAYMENTREQUEST_0_AMT0] => 39
    [METHOD] => SetExpressCheckout
    [VERSION] => 120.0
    [USER] => kurddata2006_api1.yahoo.com
    [PWD] => W3YQDWAKX4ESFXQD
    [SIGNATURE] => AomRS5l2W2xlt2An.GaSrAzpCl-NA78nXtZbgoD5Ey.Tfqb-7JX9SPtK
)

05-22-2018 @ 09:52:53 - WC_Gateway_PPEC_Client::_process_response: acknowleged response body: Array
(
    [TOKEN] => EC-56A12862ES6392538
    [TIMESTAMP] => 2018-05-22T09:52:53Z
    [CORRELATIONID] => 73206798a8
    [ACK] => SuccessWithWarning
    [VERSION] => 120.0
    [BUILD] => 46549960
    [L_ERRORCODE0] => 11452
    [L_SHORTMESSAGE0] => Merchant not enabled for reference transactions
    [L_LONGMESSAGE0] => Merchant not enabled for reference transactions
    [L_SEVERITYCODE0] => Warning
)

05-22-2018 @ 09:53:08 - WC_Gateway_PPEC_Client::_request: remote request to https://api-3t.sandbox.paypal.com/nvp with params: Array
(
    [METHOD] => GetExpressCheckoutDetails
    [VERSION] => 120.0
    [TOKEN] => EC-56A12862ES6392538
    [USER] => kurddata2006_api1.yahoo.com
    [PWD] => W3YQDWAKX4ESFXQD
    [SIGNATURE] => AomRS5l2W2xlt2An.GaSrAzpCl-NA78nXtZbgoD5Ey.Tfqb-7JX9SPtK
)

05-22-2018 @ 09:53:09 - WC_Gateway_PPEC_Client::_process_response: acknowleged response body: Array
(
    [TOKEN] => EC-56A12862ES6392538
    [BILLINGAGREEMENTACCEPTEDSTATUS] => 0
    [CHECKOUTSTATUS] => PaymentActionNotInitiated
    [TIMESTAMP] => 2018-05-22T09:53:09Z
    [CORRELATIONID] => f7541079ee4c9
    [ACK] => Success
    [VERSION] => 120.0
    [BUILD] => 46549960
    [EMAIL] => [email protected]
    [PAYERID] => JJAQNBAR6RSMY
    [PAYERSTATUS] => verified
    [FIRSTNAME] => test
    [LASTNAME] => buyer
    [COUNTRYCODE] => SE
    [SHIPTONAME] => Naser Yekshahve
    [SHIPTOSTREET] => novagen 23
    [SHIPTOCITY] => Tatao
    [SHIPTOZIP] => 10100
    [SHIPTOCOUNTRYCODE] => SE
    [SHIPTOCOUNTRYNAME] => Sweden
    [ADDRESSSTATUS] => Confirmed
    [CURRENCYCODE] => USD
    [AMT] => 39.00
    [ITEMAMT] => 39.00
    [SHIPPINGAMT] => 0.00
    [HANDLINGAMT] => 0.00
    [TAXAMT] => 0.00
    [INSURANCEAMT] => 0.00
    [SHIPDISCAMT] => 0.00
    [INSURANCEOPTIONOFFERED] => false
    [L_NAME0] => IPTV Subscription - 3 Months
    [L_QTY0] => 1
    [L_TAXAMT0] => 0.00
    [L_AMT0] => 39.00
    [PAYMENTREQUEST_0_CURRENCYCODE] => USD
    [PAYMENTREQUEST_0_AMT] => 39.00
    [PAYMENTREQUEST_0_ITEMAMT] => 39.00
    [PAYMENTREQUEST_0_SHIPPINGAMT] => 0.00
    [PAYMENTREQUEST_0_HANDLINGAMT] => 0.00
    [PAYMENTREQUEST_0_TAXAMT] => 0.00
    [PAYMENTREQUEST_0_INSURANCEAMT] => 0.00
    [PAYMENTREQUEST_0_SHIPDISCAMT] => 0.00
    [PAYMENTREQUEST_0_SELLERPAYPALACCOUNTID] => [email protected]
    [PAYMENTREQUEST_0_INSURANCEOPTIONOFFERED] => false
    [PAYMENTREQUEST_0_SHIPTONAME] => Naser Yekshahve
    [PAYMENTREQUEST_0_SHIPTOSTREET] => novagen 23
    [PAYMENTREQUEST_0_SHIPTOCITY] => Tatao
    [PAYMENTREQUEST_0_SHIPTOZIP] => 10100
    [PAYMENTREQUEST_0_SHIPTOCOUNTRYCODE] => SE
    [PAYMENTREQUEST_0_SHIPTOCOUNTRYNAME] => Sweden
    [PAYMENTREQUEST_0_ADDRESSSTATUS] => Confirmed
    [L_PAYMENTREQUEST_0_NAME0] => IPTV Subscription - 3 Months
    [L_PAYMENTREQUEST_0_QTY0] => 1
    [L_PAYMENTREQUEST_0_TAXAMT0] => 0.00
    [L_PAYMENTREQUEST_0_AMT0] => 39.00
    [PAYMENTREQUESTINFO_0_ERRORCODE] => 0
)

    I think need more attention in integration with recurring transections ,
    reff: https://developer.paypal.com/docs/classic/express-checkout/ht_ec-recurringPaymentProfile-curl-etc/

    • This reply was modified 6 years, 9 months ago by kurddata2006.

    Extra information :
    I think the problem source is that my NVP/SOAP API integration is Classic :
    see screenshot
    I have sent change/update for transection refference via paypal.
    Thanks for support

    • This reply was modified 6 years, 9 months ago by kurddata2006.

    Hi There,

    I have trying to make payment from Paypal Express Checkout but After login in Paypal, Paypal popup close and send a message with “An error occurred while calling the PayPal API ”

    Can you please tell me which file and setting cause this one?

    It is urgent so please reply me fast as it is live now.

    Thankyou

Viewing 12 replies - 1 through 12 (of 12 total)
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