Payment error

Hello @macpheek,

Thanks for reaching out to us, we’re here to help.

Hard to say without logs, since that output can point to many possible issues. In most cases, though, it’s justified and happens due to declined payments or some kind of rejection. Either way, to better understand what’s going on here, please try reproducing the issue one more time, but before that, make sure the logging option is enabled. You’ll find it in the “Connection” tab of the plugin settings — it’s in the main tab area. This way is if it will happen again we’ll have a better overview.

You can retrieve these logs from the path:

Access the WooCommerce > Status > Logs section, and proceed to choose the most recent “woocommerce-paypal-payments” file associated with the date of the failed order.

Please provide those log entries on our PrivateBin. After uploading, send us the link, so we can review them in detail.

We’ll then review the log entries in detail and provide next steps based on what we find.

Kind Regards,
Krystian

Hello @macpheek

It’s a failed 3D Secure authentication, which is the reason the payment didn’t go through. Beyond this, the log shows the same response: "Order approve failed: Unfortunately, we can't accept your card. Please choose a different payment method."

This message comes directly from PayPal, and it essentially means that PayPal declined the card before the order could be finalized. So in these cases, the plugin is working correctly — it sends the request, but PayPal rejects the payment during approval.

If this happens repeatedly with the same customer, it’s most likely an issue on the cardholder’s side, either they’re not completing the 3DS challenge, or their bank is blocking the payment due to risk concerns. Best next step would be to ask the customer to try a different card or pay using their PayPal balance/account directly.

Let me know if you’d like help checking anything else.

Kind Regards,
Krystian

Hello @macpheek

Let us take a look on your checkout page, its actually a valid question, so I would to prefer to exclude some edge cases. Please follow these steps to share your system status report with us:

1. Navigate to the WooCommerce / Status section in your site’s admin panel.
2. Click on the Get system report button and then click Copy for support.
3. Paste the report into our PrivateBin.
4. After uploading, please share the link here so we can review the details thoroughly.

In the meantime, you could also test your payment flow using a sandbox account. This will allow you to compare it with the live flow and potentially spot any differences.

If you don’t have a staging site, you can easily set one up using the WP Staging plugin.

Kind regards,
Krystian

Hello @macpheek

Nothing in your site configuration or plugin setup appears to be misconfigured or prone to issues. I’ve also reviewed the logs again. Two different customers were involved, and I agree it’s an unusual coincidence, but technically, everything worked as expected on the plugin level. If you do have a fresh log showing the same behavior, please share it.

Unless this becomes a recurring issue, there’s currently nothing indicating a fault in the PayPal Payments plugin. Should the problem start happening more frequently, I’d suggest reaching out to us through internal support channels. We can then attempt to reproduce the behavior more deeply.

Here’s how you can request support: Request Support. Please include a link to this conversation in your request.

Kind Regards,
Krystian