- hongkongdogrescueAsked on May 12, 2016 at 11:16 AM
Some of my customers report problems when directed to PayPal for payment, that PayPal indicates that the merchant can't accept payments (!!). The problem goes away when the customer uses a different web browser. Some kind of bugs there?
- JotForm DeveloperomurAnswered on May 12, 2016 at 11:18 AM
This should not be the case. I'll forward this issue to our support team and they will test it thoroughly.
Do you know on which browsers it does not work as expected?
- hongkongdogrescueAnswered on May 12, 2016 at 11:27 AM
I have tested with Chrome myself before, sometimes it worked but sometimes it didn't. I don't know which browser my customers used though.
- KadeJMAnswered on May 12, 2016 at 11:50 AM
I don't actually think this is a browser or a bug and more involving the location and currency.
Our payment integration is sending it there but the end result is a warning message shown afterwards once inside of the paypal payment gateway.
I would suggest checking your paypal currency settings and also make sure you have listed all of the necessary information so that you are verified with paypal.
I think this is probably the error that users are reporting to you:
- hongkongdogrescueAnswered on May 12, 2016 at 12:23 PM
Yes this is the screen I got. But how does the setting give different responses when we use different browsers? As said before, I didn't change the PayPal settings between the time it worked and didn't work on Chrome... Where's the currency setting that needs tweaking?
- KadeJMAnswered on May 12, 2016 at 12:35 PM
The screenshot I showed you is from Chrome from being in the United States after testing it just to see what would happen on my end to assist in getting to the bottom of this problem you are having.
Any idea what might be the timeframe it was working before compared to now when it stopped working roughly if you don't mind my asking?
Also, are there any vpn's being used by the browser that this was working on to one it wasn't? A vpn is one way this could have possibly been avoided to work perhaps.
When you say you didn't change any settings you mean on the form's paypal integration as well as your paypal account settings correct?
- KadeJMAnswered on May 12, 2016 at 12:38 PM
Another thing is does your paypal account currency match the same currency you are using on your form for Hong Kong Dollar? Or are you using different?
- BenAnswered on May 12, 2016 at 01:53 PM
Since the error happens on the side of PayPal, the best way to resolve this would be to contact PayPal support. They would be able to tell you exactly why that error is shown and if there is anything with your account that is causing it - as well as how to resolve it.
It is strange that it works differently from time to time, but seeing that this is the error:
"Currently PayPal accounts in Hong Kong are only able to send payments. This recipient is not eligible to receive funds."
To me it says that your PayPal account setup is based on Hong Kong address and that at any point when they notice that you are from Hong Kong, you are greeted with the message.
It could be that the error is shown only at some times, or that the error is not shown all of the required times.
Having that said, I would still contact PayPal since they would be the only ones that can help resolve this or tell you why you can not accept the funds as the issue is happening on their side.