I’ve raised a ticket but also wanted to raise awareness around an issue we’re having today that’s preventing some customers from being able to login to Paypal when being redirect during the checkout process. Customers are however able to login directly to Paypal using the same credentials.
It would be appreciated if someone is able to investigate ASAP.
We haven’t touched that part of the codebase in a while. The fact that your customers are being redirected correctly to Paypal and their credentials being subsequently denied may lead to a problem at their end.
We got in touch with Paypal an hour ago and they advised us to open a case in the Merchant Technical Support website (www.paypal.com/mts) and we have done so. That team can only be contacted by email. We advise other retailers to contact them as well.
Like I say we did receive quite a few calls about this issue today but as I didn’t speak with the customers I wasn’t able to confirm which browser or device was causing issue as not all payments were affected.
I’ll update the ticket if I can find out any additional information.
It would appear that they have fixed the issue. I just tried to login on a few other retailers’ Webstores and it seems to be working as expected.
In case you want to contact Paypal, the incident number is 160722-000057
They should be in a position to provide you with all the relevant information. As I said earlier, we haven’t changed that part of the codebase for a while so my conclusion at this stage would be a temporary outage at Paypal.
As I said earlier, this is definitely an issue at Paypal. I opened a case this morning and they confirmed my suspicion.
To be more complete, here is a copy of the reply that I got from them this afternoon at 3pm GMT.
Thank you for contacting PayPal Merchant Technical Services.
currently we experiencing some login issues and as result some of the customers my have trouble with login into checkout.
Our research team is working on this issue as priority .
Unfortunately at the moment I do not have any fix time.
I will let you know as soon as I get any update from them.
My sincere apologies for any inconvenience caused.
Feel free to come back to me answering this email for more information,