Unexpected error occurred while processing the donation
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Most of our donations for our Fall Fund Drive have gone through fine, but two major donors (one using credit card payment and one using paypal) have gotten an error message “Error: An unexpected error occurred while processing the donation. Please try again or contact a site administrator.)
I see that others have had this issue in the past and you were unable to replicate it. Luckily one of the donors who got this error is a member of our board and would be willing to walk someone through the process in order to replicate the problem. It keeps happening to her specifically. Do you have any new information and would this be helpful?
I also have a screenshot of the error.
The page I need help with: [log in to see the link]
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Hi @miorchestraboosters,
Glad you reached out about this, we would love to gather more information about that error so we can dig into that error code your donors are seeing.Let’s take a look at your error logs, they will help give some valuable context while we are investing things here. You can do this by navigating to Dashboard > Donations > Tools > Logs.
From there, you’ll see a list of things that have been happening on your site. Look for errors that correlate to the donations that received that error message. When you see one, click the eyeball icon next to it to open up a detailed view, and then copy/paste and send it along to me.These logs will give me a good foundation to work from.
One other helpful piece of information will be your system information. You see this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/pasting that information in your reply here.
Let me know if you have any questions about this, I’m happy to help.
Thank you so much for your quick reply. Here’s the report.
### WordPress Environment ###
Home URL: https://miorchestra.org
Site URL: https://miorchestra.org
WP Version: 6.0.2
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_US
Permalink Structure: /%postname%/
Show on Front: page
Page on Front: Home – Fall Fund Drive (#2658)
Page for Posts: News (#21)
Table Prefix Length: wp_
Table Prefix Length: 3
Table Prefix Status: Acceptable
Admin AJAX: Accessible
Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, wc-pending, wc-processing, wc-on-hold, wc-completed, wc-cancelled, wc-refunded, wc-failed, wc-checkout-draft, wc-active, wc-switched, wc-expired, wc-pending-cancel, refunded, failed, revoked, cancelled, abandoned, processing, preapproval### Server Environment ###
Hosting Provider: DBH: localhost, SRV: miorchestra.org
TLS Connection: Connection uses TLS 1.3
TLS Connection: Probably Okay
Server Info: Apache
PHP Version: 7.4.30
PHP Post Max Size: 516 MB
PHP Time Limit: 60
PHP Max Input Vars: 1000
PHP Max Upload Size: 512 MB
cURL Version: 7.85.0, OpenSSL/1.1.1q
SUHOSIN Installed: –
MySQL Version: 5.7.23
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
gzip: ✔
GD Graphics Library: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔### GiveWP Configuration ###
GiveWP Version: 2.22.2
GiveWP Cache: Enabled
Database Updates: All DB Updates Completed.
Database Updates: All Database Migrations Completed.
Database Tables: ✔ wp_give_donors✔ wp_give_donormeta✔ wp_give_comments✔ wp_give_commentmeta✔ wp_give_sessions✔ wp_give_formmeta✔ wp_give_sequential_ordering✔ wp_give_donationmeta✔ wp_give_revenue✔ wp_give_migrations✔ wp_give_log
GiveWP Cache: Enabled
GiveWP Cache: ✔New Donation✔Donation Receipt✔New Offline Donation✔Offline Donation Instructions✔New User Registration✔User Registration Information✔Donation Note✔Email access
Upgraded From: 2.22.1
Test Mode: Disabled
Currency Code: USD
Currency Position: Before
Decimal Separator: .
Thousands Separator: ,
Success Page: https://miorchestra.org/donation-confirmation/
Failure Page: https://miorchestra.org/donation-failed/
Donation History Page:
GiveWP Forms Slug: /donations/
Enabled Payment Gateways: Offline Donation, PayPal Standard, PayPal Donations
Default Payment Gateway: PayPal Standard
PayPal IPN Notifications: IPN received for #2743 ( 7D583871FD778863W ) on 10/05/2022 at 01:20. Status VERIFIED
Donor Email Access: Enabled
Stripe Webhook Notifications: N/A### Active GiveWP Add-ons ###
### Other Active Plugins ###
Advanced Order Export For WooCommerce: by AlgolPlus – 3.3.2
Akismet Anti-Spam: by Automattic – 5.0.1
Code Snippets: by Code Snippets Pro – 3.2.0
Contact Form 7: by Takayuki Miyoshi – 5.6.3
Document: by EmbedPress – 1.1.0
Elementor: by Elementor.com – 3.7.8
Jetpack: by Automattic – 11.4
Premium Addons for Elementor: by Leap13 – 4.9.34
WooCommerce: by Automattic – 6.9.4
WooCommerce Payments: by Automattic – 4.8.1
WooCommerce PayPal Payments: by WooCommerce – 1.9.3### Inactive Plugins ###
### Active MU Plugins ###
SSO: by Garth Mortensen, Mike Hansen – 0.4
### Theme ###
Name: Astra
Version: 3.9.2
Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme
Child Theme: No – If you’re modifying GiveWP on a parent theme you didn’t build personally, then we recommend using a child theme. See: How to Create a Child ThemeAlso here is one of the error details from the log:
Description: To create a PayPalOrder object, please provide valid id, intent, purchase_units, create_time, update_time, links Category: Payment Gateway Source: PayPal Donations Date & Time: 2022-10-04 22:56:25{ "Payment Gateway": "paypal-commerce", "Donation": { "Object Class": "Give\\Donations\\Models\\Donation", "\u0000*\u0000properties": { "id": "int", "formId": "int", "formTitle": "string", "purchaseKey": "string", "donorIp": "string", "createdAt": "DateTime", "updatedAt": "DateTime", "status": "Give\\Donations\\ValueObjects\\DonationStatus", "mode": "Give\\Donations\\ValueObjects\\DonationMode", "amount": "Give\\Framework\\Support\\ValueObjects\\Money", "feeAmountRecovered": "Give\\Framework\\Support\\ValueObjects\\Money", "exchangeRate": [ "string", "1" ], "gatewayId": "string", "donorId": "int", "firstName": "string", "lastName": "string", "email": "string", "parentId": [ "int", 0 ], "subscriptionId": [ "int", 0 ], "billingAddress": "Give\\Donations\\Properties\\BillingAddress", "anonymous": [ "bool", false ], "levelId": [ "string", "" ], "gatewayTransactionId": "string", "company": "string" }, "\u0000*\u0000relationships": { "donor": "belongs-to", "subscription": "belongs-to", "notes": "has-many" }, "\u0000*\u0000attributes": { "id": 2736, "formId": 2670, "formTitle": "Fall Fund Drive", "purchaseKey": "34e4fbf9b7d84f4308a6e608501ff4a8", "donorIp": "73.254.189.9", "createdAt": { "Object Class": "DateTime", "date": "2022-10-04 22:56:23.000000", "timezone_type": 1, "timezone": "+00:00" }, "updatedAt": { "Object Class": "DateTime", "date": "2022-10-04 22:56:23.000000", "timezone_type": 1, "timezone": "+00:00" }, "status": { "Object Class": "Give\\Donations\\ValueObjects\\DonationStatus", "\u0000*\u0000value": "pending" }, "mode": { "Object Class": "Give\\Donations\\ValueObjects\\DonationMode", "\u0000*\u0000value": "live" }, "amount": { "Object Class": "Give\\Framework\\Support\\ValueObjects\\Money", "\u0000Give\\Framework\\Support\\ValueObjects\\Money\u0000amount": { "Object Class": "Money\\Money", "\u0000Money\\Money\u0000amount": "250000", "\u0000Money\\Money\u0000currency": { "Object Class": "Money\\Currency", "\u0000Money\\Currency\u0000code": "USD" } } }, "feeAmountRecovered": null, "exchangeRate": "1", "gatewayId": "paypal-commerce", "donorId": 30, "firstName": "Angela", "lastName": "Brown", "email": "[email protected]", "parentId": 0, "subscriptionId": 0, "billingAddress": { "Object Class": "Give\\Donations\\Properties\\BillingAddress", "country": "", "address1": "", "address2": "", "city": "", "state": "", "zip": "" }, "anonymous": false, "levelId": "5", "gatewayTransactionId": null, "company": null }, "\u0000*\u0000original": { "id": null, "formId": 2670, "formTitle": "Fall Fund Drive", "purchaseKey": null, "donorIp": "73.254.189.9", "createdAt": null, "updatedAt": null, "status": { "Object Class": "Give\\Donations\\ValueObjects\\DonationStatus", "\u0000*\u0000value": "pending" }, "mode": { "Object Class": "Give\\Donations\\ValueObjects\\DonationMode", "\u0000*\u0000value": "live" }, "amount": { "Object Class": "Give\\Framework\\Support\\ValueObjects\\Money", "\u0000Give\\Framework\\Support\\ValueObjects\\Money\u0000amount": { "Object Class": "Money\\Money", "\u0000Money\\Money\u0000amount": "250000", "\u0000Money\\Money\u0000currency": { "Object Class": "Money\\Currency", "\u0000Money\\Currency\u0000code": "USD" } } }, "feeAmountRecovered": null, "exchangeRate": "1", "gatewayId": "paypal-commerce", "donorId": 30, "firstName": "Angela", "lastName": "Brown", "email": "[email protected]", "parentId": 0, "subscriptionId": 0, "billingAddress": { "Object Class": "Give\\Donations\\Properties\\BillingAddress", "country": "", "address1": "", "address2": "", "city": "", "state": "", "zip": "" }, "anonymous": false, "levelId": "5", "gatewayTransactionId": null, "company": null }, "\u0000Give\\Framework\\Models\\Model\u0000cachedRelations": { "donor": { "Object Class": "Give\\Donors\\Models\\Donor", "\u0000*\u0000properties": { "id": "int", "userId": [ "int", 0 ], "createdAt": "DateTime", "name": "string", "firstName": "string", "lastName": "string", "email": "string", "prefix": "string", "additionalEmails": "array" }, "\u0000*\u0000relationships": { "donations": "has-many", "subscriptions": "has-many" }, "\u0000*\u0000attributes": { "id": 30, "userId": 0, "createdAt": { "Object Class": "DateTime", "date": "2022-03-03 19:40:58.000000", "timezone_type": 1, "timezone": "+00:00" }, "name": "Angela Brown", "firstName": "Angela", "lastName": "Brown", "email": "[email protected]", "prefix": "", "additionalEmails": null }, "\u0000*\u0000original": { "id": 30, "userId": 0, "createdAt": { "Object Class": "DateTime", "date": "2022-03-03 19:40:58.000000", "timezone_type": 1, "timezone": "+00:00" }, "name": "Angela Brown", "firstName": "Angela", "lastName": "Brown", "email": "[email protected]", "prefix": "", "additionalEmails": null }, "\u0000Give\\Framework\\Models\\Model\u0000cachedRelations": [] } } } }Are these the logs you wanted? I’d love to hear your thoughts.
Hi @miorchestraboosters),
Thank you for providing that information and those error logs, they were very helpful!
You’ve uncovered an edge-case issue that we are investigating: https://feedback.givewp.com/bug-reports/p/paypal-order-id-missing-error-should-not-prevent-donations-using-paypal-donation.
What is happening is that some specific accounts – for reasons we don’t understand -, are not able to use PayPal Donations due to a PayPal Order ID Missing error.
Here’s what we do know: The issue is intermittent and only affects certain types of PayPal accounts. We also know this is a fairly recent development, and that could mean PayPal has made changes to their API. All these clues mean this is an issue that PayPal will need to resolve.Our attempts to get PayPal’s help with this issue have gone unanswered, and it remains a problem that only a handful of users are experiencing.
When this issue isn’t reliably replicable like this one, we are relatively stuck. We are keeping on eye on things here, but we need for PayPal to do some digging on their end.At the moment the only viable workaround is to use a different payment gateway such as Stripe or PayPal Standard, for example.
Give the post above a look, and let me know if there are any additional details you would like for me to add. I’d like to make sure your issue is as accurately reflected as possible, and I’m happy to include an internal note to our teams with any specific information you would like for them to have.
Let me know if you have questions about this, I’m happy to help.
Thank you. That’s good information. I should mention that we’ve had this issue with both paypal donation and paypal standard. Would you like to see the paypal standard error logs as well?
I am seeing this same error on my end too! What was the resolution on this issue? Especially as PayPal Standard is soon going to be deprecated and PayPal Donations is the only option for me going forward, seeing this error forces me to think if I should look for another donations plugin?
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Description: PayPal order id is missing. Category: Payment Gateway Source: PayPal Donations Date & Time: 2022-11-22 00:55:45 Error details:{ "Payment Gateway": "paypal-commerce", "Donation": { "Object Class": "Give\\Donations\\Models\\Donation", "\u0000*\u0000properties": { "id": "int", "formId": "int", "formTitle": "string", "purchaseKey": "string", "donorIp": "string", "createdAt": "DateTime", "updatedAt": "DateTime", "status": "Give\\Donations\\ValueObjects\\DonationStatus", "type": "Give\\Donations\\ValueObjects\\DonationType", "mode": "Give\\Donations\\ValueObjects\\DonationMode", "amount": "Give\\Framework\\Support\\ValueObjects\\Money", "feeAmountRecovered": "Give\\Framework\\Support\\ValueObjects\\Money", "exchangeRate": [ "string", "1" ], "gatewayId": "string", "donorId": "int", "firstName": "string", "lastName": "string", "email": "string", "subscriptionId": [ "int", 0 ], "billingAddress": "Give\\Donations\\Properties\\BillingAddress", "anonymous": [ "bool", false ], "levelId": [ "string", "" ], "gatewayTransactionId": "string", "company": "string" }, "\u0000*\u0000relationships": { "donor": "belongs-to", "subscription": "belongs-to", "notes": "has-many" }, "\u0000*\u0000attributes": { "id": 24897, "formId": 3728, "formTitle": "Donation", "purchaseKey": "aaefee4817e7593c29b2a520f10b9869", "donorIp": "67.188.92.249", "createdAt": { "Object Class": "DateTime", "date": "2022-11-21 16:55:45.000000", "timezone_type": 3, "timezone": "America/Los_Angeles" }, "updatedAt": { "Object Class": "DateTime", "date": "2022-11-21 16:55:45.000000", "timezone_type": 3, "timezone": "America/Los_Angeles" }, "status": { "Object Class": "Give\\Donations\\ValueObjects\\DonationStatus", "\u0000*\u0000value": "pending" }, "type": { "Object Class": "Give\\Donations\\ValueObjects\\DonationType", "\u0000*\u0000value": "single" }, "mode": { "Object Class": "Give\\Donations\\ValueObjects\\DonationMode", "\u0000*\u0000value": "test" }, "amount": { "Object Class": "Give\\Framework\\Support\\ValueObjects\\Money", "\u0000Give\\Framework\\Support\\ValueObjects\\Money\u0000amount": { "Object Class": "Money\\Money", "\u0000Money\\Money\u0000amount": "1000", "\u0000Money\\Money\u0000currency": { "Object Class": "Money\\Currency", "\u0000Money\\Currency\u0000code": "USD" } } }, "feeAmountRecovered": null, "exchangeRate": "1", "gatewayId": "paypal-commerce", "donorId": 1, "firstName": "srs", "lastName": "srs", "email": "[email protected]", "subscriptionId": 0, "billingAddress": { "Object Class": "Give\\Donations\\Properties\\BillingAddress", "country": "", "address1": "", "address2": "", "city": "", "state": "", "zip": "" }, "anonymous": false, "levelId": "0", "gatewayTransactionId": null, "company": null }, "\u0000*\u0000original": { "id": null, "formId": 3728, "formTitle": "Donation", "purchaseKey": null, "donorIp": "67.188.92.249", "createdAt": null, "updatedAt": null, "status": { "Object Class": "Give\\Donations\\ValueObjects\\DonationStatus", "\u0000*\u0000value": "pending" }, "type": null, "mode": { "Object Class": "Give\\Donations\\ValueObjects\\DonationMode", "\u0000*\u0000value": "test" }, "amount": { "Object Class": "Give\\Framework\\Support\\ValueObjects\\Money", "\u0000Give\\Framework\\Support\\ValueObjects\\Money\u0000amount": { "Object Class": "Money\\Money", "\u0000Money\\Money\u0000amount": "1000", "\u0000Money\\Money\u0000currency": { "Object Class": "Money\\Currency", "\u0000Money\\Currency\u0000code": "USD" } } }, "feeAmountRecovered": null, "exchangeRate": "1", "gatewayId": "paypal-commerce", "donorId": 1, "firstName": "srs", "lastName": "srs", "email": "[email protected]", "subscriptionId": 0, "billingAddress": { "Object Class": "Give\\Donations\\Properties\\BillingAddress", "country": "", "address1": "", "address2": "", "city": "", "state": "", "zip": "" }, "anonymous": false, "levelId": "0", "gatewayTransactionId": null, "company": null }, "\u0000Give\\Framework\\Models\\Model\u0000cachedRelations": { "donor": { "Object Class": "Give\\Donors\\Models\\Donor", "\u0000*\u0000properties": { "id": "int", "userId": [ "int", 0 ], "createdAt": "DateTime", "name": "string", "firstName": "string", "lastName": "string", "email": "string", "prefix": "string", "additionalEmails": "array" }, "\u0000*\u0000relationships": { "donations": "has-many", "subscriptions": "has-many" }, "\u0000*\u0000attributes": { "id": 1, "userId": 1, "createdAt": { "Object Class": "DateTime", "date": "2022-10-31 23:49:46.000000", "timezone_type": 3, "timezone": "America/Los_Angeles" }, "name": "Shraddha Sorte", "firstName": "P", "lastName": "M", "email": "[email protected]", "prefix": "", "additionalEmails": null }, "\u0000*\u0000original": { "id": 1, "userId": 1, "createdAt": { "Object Class": "DateTime", "date": "2022-10-31 23:49:46.000000", "timezone_type": 3, "timezone": "America/Los_Angeles" }, "name": "Shraddha Sorte", "firstName": "P", "lastName": "M", "email": "[email protected]", "prefix": "", "additionalEmails": null }, "\u0000Give\\Framework\\Models\\Model\u0000cachedRelations": [] } } } }
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