Payment Integrations Not Working with PayPal - Reckon One Invoices

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duxnutsaccounts
duxnutsaccounts Member Posts: 5

Got a strange issue folks and not getting any support from the normal support channel ways...

We use PayPal for Credit Card payments from customers who can't do bank transfers or cash. The volume is super low so we don't need our own payment gateway solution.

Recently, customers are reporting they get to this page and when they click the pay now button, nothing happens. Its on a reckonone.com domain and the Pay Now button has it's URL hidden so I can't test thjat separate. Support have said I need to raise this with Pay Pal and Reckon can't help....

Anyone come across this before and know of a fix?


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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,566 Community Manager Community Manager
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    Hi @duxnutsaccounts

    This definitely sounds like an odd but frustrating issue that your customers are contending with.

    Has this just started up recently? ie. have your customers been able to pay using the Paypal option successfully on previous occasions?

    I'm assuming not but have there been any changes to your Paypal account/setup recently?

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  • duxnutsaccounts
    duxnutsaccounts Member Posts: 5
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    Its a strange one. Has worked fine the last few years until now across several invoices paid via PayPal. We first had it reported last month. We've been able to replicate it ourselves also across multiple invoices .

    The PayPal account hasnt changed and everything's the same. The dev support team now have asked us to go to PayPal for support, but we're stuck as the link that isn't working is on a reconone.com domain so it's out of PayPals control I believe. The URL of the button for Pay Now is also not visible so we can't troubleshoot that way :(

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,566 Community Manager Community Manager
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    Sit tight on this for just a bit, I'm speaking with our dev team about this just to get some insight from our end at least on what could be happening here.

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • duxnutsaccounts
    duxnutsaccounts Member Posts: 5
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    Appreciated Rav. Not sure how I could take the broken link to PayPal direct :/

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,566 Community Manager Community Manager
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    Hi again @duxnutsaccounts

    Been having a word with our devs in relation to this and they've made a few observations which I'll outline below.

    I have to preface first though, the assessment the devs carried out is based solely on the observed behaviour and looking through our code. Unfortunately there's no way for us to be 100% sure why this is now suddenly failing.

    With that said they did some digging and it looks like the problem is we're getting passed a blank token from Paypal after the 'Pay Now' button is clicked and because of that its just causing the page to refresh but not go anywhere. The token is what carries the URL as well which is why its not coming up when you attempted to view it. Our configs are working normally and there haven't been any changes to our payment services in quite some time so unfortunately its looking like its coming from the Paypal end 😣.

    I'm going to see if there's any avenue for us to pursue this further from our end however the devs did also state that it may be worthwhile for you to raise this Paypal as well.

    Apologies, I know its not exactly the outcome we were aiming for in terms of a solve but it may be a good starting off point for it.

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  • duxnutsaccounts
    duxnutsaccounts Member Posts: 5
    edited October 2021
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    Hiya Rav,

    This is a lot more detail than I was provided by the support desk. If Pay Pal are passing Reckon a blank token for your APIs, I'm not sure how I as a customer of Reckon could resolve this for you? Does your team not have a support with PayPal to assist with API issues etc? I Struggle to see why I need to be the one to help resolve this between reckon and PayPal? However I'll message them this detail and see what they say. If configuration needs to be changed, will I have access to do this on the reckon platform?

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,566 Community Manager Community Manager
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    Our team has raised this with Paypal from our end, the reason they've stated for you to also get in touch with Paypal is simply because the more they hear about it the more urgency they will place on resolving it. Its not that we're just lumping this on to you to solve yourself so apologies if I gave off that impression with my previous reply.

    The product owner will update me once he's received further indication from Paypal on what's going on and remedial action needs to be taken so I'll let you know that as well as soon as I can.

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • Rav
    Rav Administrator, Reckon Staff Posts: 15,566 Community Manager Community Manager
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    Hi again @duxnutsaccounts, just a further update. Paypal have advised us they should have the issue rectified in 24-72 hours from now.

    If you continue to have issues after this time period, please let me know.

    Cheers

    ℹ️ Stay up to date with important news & announcements for your Reckon software! Click HERE for more info.

  • duxnutsaccounts
    duxnutsaccounts Member Posts: 5
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    Thanks for the update Rav. I've been on and off with PayPal as well and they've checked now after the fix above has been done and reported no issue. I've tested also and it appears to now function as expected.

    The support desk also advised me to just got to Pay Pal direct, no mention of us all collaborating to find a solution. I was about to ask where to send my troubleshooting invoice too :P