Error with obtaining 3DS contingency

  • Resolved areej1

    (@areej1)


    1 year, 2 months ago

    I have recently got an issue on a client site when processing a payment via PayPal advanced card payments or PayPal Express Checkout it gives error:
    Unfortunately, your credit card details are not valid.

    This is for all cards. I have used the same card using the Stripe payment gateway and it worked fine. When looking at the browser console I see this:

    Error: Error with obtaining 3DS contingency, {“code”:”internal_service_error”,”description”:”api_error”}

    In viewing log file woocommerce-paypal-payments I can see an error:

    Webhook verification failed.

    I have resubscribed to the webhooks and simulated them and it all returns fine.

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @areej1

    To investigate further, could you please share the entire log file from the day this issue occurred? This will help us understand the sequence of events and identify the root cause more accurately.

    You can retrieve the logs from:
    WooCommerce > Status > Logs, then select the woocommerce-paypal-payments log file that matches the date of the failed transaction.

    Please upload the full log content to our PrivateBin and share the link with us, so we can analyze it in detail and assist you further.

    Looking forward to your reply.

    Kind Regards,
    Krystian

    Thread Starter areej1

    (@areej1)

    1 year, 2 months ago

    Hi Krystian,

    Please see here.

    Let me know if there is anything else.

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @areej1

    Please temporarily disable or add exclusions for our plugin’s JavaScript files in any active security, caching, or optimization plugins you are using on the site. This includes tools like firewall rules, script minification, or JS deferral features. Once this is done, please monitor the logs again and let us know if you still experience issues with webhook verification or validation failures.

    When in doubt you can also process sandbox payments to potentially reproduce this behaviour.

    Most likely, one of those tools is causing this behavior, and adjusting the exclusions should resolve it.

    Looking forward to your feedback.

    Kind Regards,
    Krystian

    Thread Starter areej1

    (@areej1)

    1 year, 2 months ago

    Hi Krystian,

    We’ve done that but still getting the following error:

    Something went wrong. Please try again or choose another payment source.
    Unfortunately, your credit card details are not valid.

    The error showing in the error log is now:

    Error Order approve failed: Could not validate nonce.

    Please advise, thanks

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @areej1

    Its likely means that the card was rejected by PayPal, possibly due to 3D Secure (3DS) verification factors.

    If you’re confident that the card details are valid, we recommend contacting PayPal Merchant Technical Support Please also include the debugIDfrom the logs when reaching out to them, as they might share a bit more information about.

    Beyond this, share this logs output with us, place it on PrivateBin, and share the links with us. If you do not wish to share this information publicly you can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

    Let us know what feedback you receive from them or if you need further assistance from our side.

    Kind Regards,
    Krystian

    Thread Starter areej1

    (@areej1)

    1 year, 2 months ago

    The card details are definitely correct.

    I’ve pasted the log as well as the errors from the browser console here

    Please advise

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @areej1

    As mentioned earlier, the most crucial step now is to check how it behaves in sandbox mode. You can follow the testing steps here: https://woocommerce.com/document/woocommerce-paypal-payments/#testing-in-sandbox

    This will help us understand whether the issue is related to your live environment or something more specific.

    Let us know how it performs in sandbox so we can advise further.

    Kind Regards,
    Krystian

    Thread Starter areej1

    (@areej1)

    1 year, 2 months ago

    Hi @inpsydekrystian ,

    I’ve just tried this in sandbox mode and am still getting an error. On the frontend it shows:

    Something went wrong. Please try again or choose another payment source.

    In the logs it is showing:

    Error Order approve failed: Could not validate nonce.

    Could you please advise? Or is it possible for me to provide you with admin access to review?

    Plugin Support Krystian Syde

    (@inpsydekrystian)

    1 year, 2 months ago

    Hello @areej1

    At this point, we suggest you contact us directly for further assistance. We may need to examine your setup or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support.

    Please make sure to include the URL of this thread in your ticket for reference.

    Kind regards,
    Krystian

    Thread Starter areej1

    (@areej1)

    1 year, 2 months ago

    Hi @inpsydekrystian ,

    I’ve submitted a ticket so will close this thread, thanks.

Viewing 10 replies - 1 through 10 (of 10 total)

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