Sep 2015
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Oct 2015
Oct 2015
anthonyk
Sep '15

I've copied a message from a customer below. I sell only a downloadable product through e-junkie.



First customer message: Your PayPal checkout isn't working. I've tried a half dozen times.



Second customer message: I was unable, again, this morning to complete the purchase on my Mac using Chrome. I switched over to a Windows system and had the same problem with Chrome. I then tried Firefox and was able to complete the purchase. That's all pretty strange because I use PayPal several times a week on both Windows and Mac versions of Chrome, and haven't experienced issues, Possibly one of my browser plug-ins (AdBlock?) is causing the checkout to hang. I am able to log into PayPal on Chrome but then it just sits there spinning.



My question to customer: I'm curious as to exactly where the problem was. Did the e-junkie shopping cart transfer you to PayPal and then couldn't complete the purchase at PayPal? This would indicate a PayPal issue. Or did the problem occur when you clicked the "Checkout with PayPal" link in the shopping cart itself? This would indicate an e-junkie issue.



Third customer message: I get to the PayPal checkout, enter my username/password, PayPal authenticates and then I get "Logging in..." It hangs at this point. I use two-factor authentication with PayPal where you can either have a code sent to your phone, or use a security key fob (6-digit code), so I wonder if e-junkie and PayPal have an incompatibility with this? It's a standard PayPal feature than has been there at least a decade or longer.



My response to customer: I wonder if the "two-factor authentication" may be playing a role.



My question to the forum: Could PayPal's "two-factor authentication" interfere with completing the purchase of downloadable content from e-junkie? Has anyone else experienced this problem?

  • created

    Sep '15

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    Oct '15
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E-junkie_MonsterSupport Monster
Sep '15

In general there would not be any issues caused by our cart like this, once the order is handed off to PayPal for checkout everything that happens is within their system.



We did just immediately get a notification from PayPal about major authentication issues on their end right after you made your post (you may have just received a similar notice) so that might be the root of all these problems. Fortunately PayPal tends to iron these kinds of problems out pretty fast so hopefully we will get an all clear from them soon.

19 days later
eddie180
Oct '15

"Third customer message: I get to the PayPal checkout, enter my username/password, PayPal authenticates and then I get "Logging in..." It hangs at this point. I use two-factor authentication with PayPal where you can either have a code sent to your phone, or use a security key fob (6-digit code), so I wonder if e-junkie and PayPal have an incompatibility with this? It's a standard PayPal feature than has been there at least a decade or longer."



I have had customers contact me with a similar problem - latest was this morning. They were not using anything other than the normal Paypal sign in with password. They were getting the log in page with the cart details and products when referred to Paypal, the problem appears to be once they log in, that it then hangs.



They were using Safari browser.



I have been in communication with Paypal on this, and other issues with other browsers. Paypal have admitted to a problem where customers using Opera browser may find that there is no way to continue - no continue button or Pay button. But have not been able to replicate the other problems with other browsers.



I fear I am losing a lot of sales as a result.

E-junkie_GuruWebmaster & Support Guru
Oct '15

Once the buyer arrives at PayPal's checkout site, anything that happens there is completely under PayPal's control and beyond any control or scrutiny from our end. Any problems the buyer may have with logging into their PayPal account, or using any multi-factor authentication PayPal may support, would be an issue in PayPal's system. If you need further assistance in this matter, we would recommend calling PayPal support at 888-221-1161, which should get you to an elevated tier of support better acquainted with E-junkie than their regular front-line customer service agents.