Since 20 January, all of our incoming recurring PayPal payments have failed. I can't think that they're all coincidentally problems with customer accounts. PayPal help is exclusively provided by AI (active intransigence), so no help there.

Has anyone else seen this? Any settings to check? On 5.0.16 on cloud

Edited February 26Feb 26 by NSPN

Have you checked to see if you have any errors showing in paypal itself? Or showing in your system logs? When you say they have failed, what exactly are you seeing?

Indication of failure is the email sent to customer and cc to me as admin "We couldn't process your recurring payment" This indicates that the PayPal subscription is triggering as it should.

PayPal doesn't show errors in transactions. Forum system logs show nothing relevant. Customer record just shows that invoice wasn't paid.

It's as if everyone's credit cards are wrong simultaneously.

Is it correct that the PayPal recurring payment should go through without interaction from IC side, and that problems with IC settings would only prevent the completed charge from paying the invoice?

14 minutes ago, NSPN said:

Is it correct that the PayPal recurring payment should go through without interaction from IC side, and that problems with IC settings would only prevent the completed charge from paying the invoice?

That is correct. For renewals, everything for PayPal recurring payment happens on their end and then pings your community on what happens. If the payment is now failing on PayPal's side, that is something they will need to resolve, unfortunately.

That's what I understood. Wish me luck.

Go to https://developer.paypal.com/ and have a look at Event Logs > Webhook Events. These logs should tell you more information about the requests sent to Commerce.

I have had a look at our logs for PayPal requests. It looks like your webhook URL isn't quite right. It starts with /forum/, but you'll need to edit the webhook and remove that so the URL starts with /applications/nexus

The event logs in PayPal don't show anything about the failing recurring payments, but do show some new product purchases that are failing. I can fix that by disabling PayPal and keeping Stripe as allowed payment method.

There are two webhooks, one with /forum/ and one without. I could delete the one with forum, or delete the one without and edit the one with if that's the one being used. I don't know how to check that.

4 minutes ago, NSPN said:

The event logs in PayPal don't show anything about the failing recurring payments, but do show some new product purchases that are failing. I can fix that by disabling PayPal and keeping Stripe as allowed payment method.

There are two webhooks, one with /forum/ and one without. I could delete the one with forum, or delete the one without and edit the one with if that's the one being used. I don't know how to check that.

You'll only need the one webhook with the correct URL. You can delete both, then go to Commerce in the AdminCP, edit the PayPal Gateway and save it without any changes; this will recreate the webhook with the correct configuration. We're only seeing subscription data being sent to the wrong URL at this time.

Ok, done. New webhook was created. Will watch and report. Thanks, Stuart.

All recurring payments still failing. Still no cause identified.

I finally broke through PayPal's AI chat to a human. They needed documentation to prove that our corporation exists, even though we've had a PayPal account based on that documentation for a decade or two. They'd blocked incoming payments.

Glad you managed to sort it out. This is useful information for anyone else using PayPal payments and encounter the same issue.

Were you notified by PayPal in any way on how to resolve this following the failed payments?

That's why I posted it here.

PayPal had sent messages hinting at a need for more info. I'd previously sent them everything, and continued for months to get a message that we've received your info. When I clicked on any of the messages the screen just refreshed. Everything in the dashboard said our account and system were proper. None of the messages to customers indicated that the problem was on our end.

Only when I broke through the AI chatbot and got a human was the problem clearly identified and a solution presented. I'm still waiting for the docs to be reviewed and the account restrictions removed.

I did change all products to take payment from Stripe but no longer from PayPal. Between this and the one-way communication between PayPal and IC, it's not reasonable to continue with PayPal.