Problems with some Paypal transactions - blank scr

We have successfully used EB in the past and have upgraded to the latest version.

We have also switched to Paypal standard for payments this year. Some transactions have worked fine. Others have said at the end of the Paypal transaction they are returned to a blank screen and are not registered.

I checked with our hosting service and we are not blacklisted (there was a post that said to check this). The host said check with the software or plugin author, so here I am.

Please let me know how to correct this. Potential registrations are being lost.

Thanks!

Hi

Could you please explain the blank screen issue ? It is the blank screen within Paypal or the blank screen on your website ?

Please ask your customers to give us more detailed information so that we can check and solve the issue

Tuan

Please see the following responses that we received from two users. I don't know if they will be helpful in solving our problem.

ALSO: I have now heard from two users that they were NOT able to process their PayPal payment using an iPad but they WERE able to process the same registration and payment using their COMPUTER.

And, confusingly, user1 below could not register when we WAS logged into PayPal, and user2 could not register when he was NOT logged into PayPal.


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DESCRIPTION OF PROBLEM FROM USER1:
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First note:

The registration site is fine, but I can't get past pay pal. It comes up with my wife's account info, but I don't want to use that, so I opt for use a credit card.
When I put in the info, first it just bounced me back to the credit card page, then on other tries it directed me to use a different credit card, but that didn't work either.
At first I thought maybe it was because I had a different address from the registration (used home) and billing (used work) so I changed that so they would be the same and still got the same results.

Second note:

It worked using the computer rather than iPad that was picking up our existing PayPal acct.

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END DESCRIPTION OF PROBLEM FROM USER1:
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DESCRIPTION OF PROBLEM FROM USER2:
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I attempted to register several times for the event but was not successful. I finally just paid using a logged-in PayPal account rather than just paying with my credit card info and it worked.

The following steps were taken using credit card only, without a PayPal account.

"Don’t have a PayPal account? Pay as a guest now, sign up for PayPal later"

First step: I click on the registration site.
Registration is now open!
Register on-line now by clicking here!

Second Step: The above link took me to the event page:

I filled out all the necessary fields to complete the registration form: I selected the box "CLICK TO VERIFY BEFORE PROCEEDING TO PAYMENT"

Third Step:
Verify your registration information for [event title]

I selected the box "CLICK TO PAY USING CREDIT CARD VIA PAYPAL"

Fourth Step:
Selected the following: Don’t have a PayPal account? Pay as a guest now, sign up for PayPal later
Payment Method
Credit or Debit Card

Visa
MasterCard
Card number

ERROR MESSAGE:
Error Message

The card you entered cannot be used for this payment. Please enter a different credit or debit card number.

I entered 2 different credit card number and got the same error message.

MY NEXT OPTION WAS TO PAY THROUGH MY PAYPAL ACCOUNT.

SIGNING UP THROUGH PAYPAL, I WAS ABLE TO REGISTER.

Hope this helps.

Thank you,

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END DESCRIPTION OF PROBLEM FROM USER2:
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Hi

I just had a quick look at the response from the two users. From what I see, all of this happens when users are on Paypal website already, so EB cannot change it.

All of these payment process are handled by Paypal website, not by EB (EB just redirect users to Paypal with the necessary information required by Paypal). In this case, it seems there is something with Paypal payment system, so I am afraid of you will have to ask Paypal about this problem .

Regards,

Tuan

Yes, but if that is the case, why is there no error trapping by EB? The iPad users, for example, said they received only a blank screen. If the PayPal process fails, shouldn't EB catch it and say there was a PayPal problem?

Infact, at the moment, EB could not handle this situation. I think there is no way for EB to know that there was a problem with Paypal or users simply cancel his payment (maybe users close their web browser when they are redirected to Paypal and abort the payment).

For those records, EB will mark the status as Pending and hide the records by default. If you want to see these records, please go to EB -> Configuration, find the config option Show Pending Registration records, set it to Yes and they will be showed.

Regards,

Tuan

Thanks for the help, but we are stll having problems.

You all say it's not you. PayPal says it's not them.

Would upgrading to PayPal Advanced or Pro make a difference? Could we then keep them on our site for payment?

Hi

Strange. Why Paypal said that it is not their problem when the process happens on their website .

At the moment, Paypal Advanced is not supported in Event Booking. Using Paypal Pro will solve the issue because users won't have to be redirected to Paypal for processing payment, they will simply enter credit card information directly on your site to processing payment.

However, the down site of using Paypal Pro is that Paypal charges you everymonth (30$/month) if I remember correctly. And you can only use Paypal Pro if you are from US, UK or Canada !

Regards,

Tuan