Hello,
Thank you for reaching out to us, we are here to help.
There is a little doubt in the description of your message, because there are 2 subscription options within PayPal:
- PayPal Vaulting (traditional option for automatic renewals).
- PayPal Subscriptions (new feature that does not require Reference Transactions to be active on your account).
For my response, I am assuming you are using option #1. Most details on subscriptions, in regard to our plugin, can be found here.
Without seeing your system report, it is not clear what the problem is, but most of the cases we receive regarding this issue, are caused by the fact that the merchant does not have Reference Transactions activated on their account. You can verify this, by looking in your system report under the section “WooCommerce PayPal Payments” and check the fields behind the details “Reference Transactions:”. This will show if the feature is available for you. If this is not available, you need to follow these instructions to activate the feature or switch to PayPal Subscriptions.
If you need us to take a look at the system report or logs, but you don’t feel comfortable sharing those details on a public forum, please open a ticket with our service desk. You can find the instruction for this here: https://paypal.inpsyde.com/docs/request-support/
(please add the URL of this thread in the ticket as well).
Kind regards,
Joost
