Urgent - Not Receiving Order Emails

HI

I don't seem to be receiving order confirmations from the cart.

I'm receiving Notifications of Payment Received from paypal, but they don't appear to be converting into active orders in the system.

I had this problem a few years ago if I remember correctly, and it was paypal acting slowly apparently and they did convert to orders eventually. But today's orders were made a few hours ago and have not become orders. It's quite worrying getting order confirmations from paypal only.

The 'send test email' is arriving correctly. I am getting account creation emails from the system also.

I can see that one of todays order was made from a registered account that still has a cart in the stats > shopping carts for the correct order amount, but it isn't converting into an actual order.

Is there anything I can test at the moment?

Edited Wed Nov 28, 18 11:42 AM by Trailboy

After a little research, I found my previous question at

https://www.picturespro.com/support-forum/sytist/index.php?t=33028-urgent-orders-not-coming-through

After logging into paypal and looking at the IPN history, it now looks like the following attached image.

Should I turn on IPN as the paypal page appears to be suggesting? And what would be the URL of the sytist cart?

Or any other suggestion?

Edited Wed Nov 28, 18 11:33 AM by Trailboy

They were working on the 23rd and 20th as shown.

Sorry, image:

Edited by

For some reason, PayPal is unable to communicate back to the server. At least it is still retrying and not failed. Maybe your host has recently added a firewall or something that would be blocking PayPal's IPN?

See if you can contact PayPal and see if they have any further information or check with your host if a firewall has been added or changed.

It could also be a temporary problem for one of them and maybe they will eventually go through.

Edited by

Thanks Tim.

My host has responded, but I'll PM you the details.

Paypal work on a 24 hour response time unfortunately.

I've temporarily suspended the Paypal payment option in the gallery settings until I can fix this.

Edited by

Quick update - after much head scratching and consternation, it was the hosting company blocking the IP addresses of the PayPal Instant Payment Notification system. Even though my host told me nothing had changed on the server whatsoever and were blaming paypal.

If this happens to you, don't believe your host. Why they would decide to block the IP addresses of the largest payment provider in the world (I think) is absolutely beyond me. Speaking of PayPal, I'm still waiting to hear back from them after two days!

Thanks TIm for all your assistance! Above and beyond, as they say.

Back in business! Quite literally!

Edited by

Just updating this to say that paypal have finally been back in touch, 14 days after contacting them.

Even though the issue was not theirs, this is very poor customer service considering the amount of money they take from me every month.

Only furthers my resolve to move to another payment provider, such as square, that charge 2% less than paypal!

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Thank you for contacting PayPal Merchant Technical Support.

Sincere apologies for the delay. We are working through a large backlog of queries at the moment for the festive period.

It would appear that all the IPNs have since reached their destination.
If not, please let me know how we can help further



Kind Regards,

David
PayPal MTS EMEA

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