I'm getting an internal error message when I enable PayPal Advance to receive credit card payments

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  • Problem
  • Updated 5 years ago
  • Solved
I followed the directions from Yola for the PayPal Manager settings. Once I activate PayPal Advance and try to check out using a credit card, I receive this error message:

Internal error. Please contact the website administrator. User authentication failed.

Anyone?????
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Jill

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Posted 5 years ago

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Laura Thomas, Social Media Coordinator

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Hi Jill,

Sorry we missed this. Can you link us to the page where you are getting the error so we can test it for you?
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Jill

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It happens during the customer's checkout phase if credit card is enabled in the payment section of my online store..
The error message appears on this page:
http://www.jillalexanderdesigns.com/p...

The credit card option is not currently enabled so you would not receive the message right now.
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Laura Thomas, Social Media Coordinator

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If you select PayPal Standard or PayPal Express Checkout instead of PayPal Advance, it will enable your visitors to allow pay by credit card without a PayPal account. Will that work for you?
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Jill Alexander

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PayPal Standard still sends the customer to the PayPal website where they need an account. I've subscribed to PayPal Advanced for an additional fee so that customers can enter their credit card number without needing a PayPal account.
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Jen

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Hi Jill,

Could you please try the following?

Log in to your PayPal Manager account:

https://manager.paypal.com/

Go to Service Settings → Hosted Checkout Pages → Set Up. Set "Enable Secure Token" to Yes.

Please do not change any other values on this page or on the Customize page, as our store partner Ecwid will pass these values on your behalf for ease of configuration.

In the Yola Online Store Control Panel, go to the "System Settings → Payment" page. In the PayPal payment method section, choose "PayPal Payflow Link" or "PayPal Payments Advanced".

Click the "[Account Details]" link near the payment method and enter your credentials in the settings popup:



Save the changes and enable this payment method.

Once you've verified that your account works correctly during the pilot, log in to the PayPal Manager and click on Activate Account.

Finally, turn off the "Send transactions to the test server" option in the payment settings in your store control panel.

I hope that helps!
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Kevin Riera

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hey I've been having this problem too I've gotten to the last step shown above were "Send transactions to the test server" is turned off but now I'm getting the following error msg

Help??
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Kevin Riera

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now I'm getting this msg again
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Laura Thomas, Social Media Coordinator

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Hi Kevin,

I see the error you are reporting. I'm consulting with a colleague and one of us will follow up with you as soon as we have more information.
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Laura Thomas, Social Media Coordinator

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Hi Kevin,

Thanks for your patience while we reviewed your account. It looks like this error message is returned when your PayPal credentials are incorrect. Also, your merchant login and user profile are identical so we suggest you delete your user profile and create a new one.

Here are some other troubleshooting steps to try:

1) Check all of your credentials one more time and make sure there are no extra white spaces, wrong letters etc. Please pay attention to the fact that they are case-sensitive, so 'Johnsmith' is not the same as 'JohnSmith' . Please also make sure you use the right login/password in right places (i.e. the user password is used not the merchant's one).

2) Review the PayPal tutorial regarding the settings on the PayPal end.

3) If you're sure that everything is right, please contact PayPal with regards to this issue and ask them why your account credentials are not going through.
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Kevin Riera

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Hey thanks for getting back to me. I already check my credentials and they all match and I've already spoken to the paypal manager staff they said everything was good on their end. I've also contacted paypal tech support to see if they can sniff out the problem. Any other advice you would have?
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Kevin Riera

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Hey thanks for getting back to me. I already check my credentials and they all match and I've already spoken to the paypal manager staff they said everything was good on their end. I've also contacted paypal tech support to see if they can sniff out the problem. Any other advice you would have?
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Jen

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Hi Kevin,

The error message comes directly from PayPal, and not from the store software, so your best bet is PayPal support.