Paypal button not working/Custom Field Information not showing

[tycenters]

Hey Everyone!

I'm having issues with our PayPal button/Custom Fields not showing up on our order emails.

Previously, the custom fields on the button were included in the order receipt/email receipt -  but now, when customers order, we are not receiving any of the input information from the custom fields on our PayPal button(s) (ex: Name, Contact Email, etc.)

Please help!  Thanks in advance! 

[LondonPool]

Did you ever work this out? 

We've noticed the same thing. We only have one active button at the moment, with a single text field. It was working fine up to 12th July but the contents of that field haven't been coming through at all in the transaction emails since 15th July.  

[LondonPool]

A positive follow-up, in case anyone else finds this...

After posting the above comment, I tried Paypal help via that chat bot.

After my having to say "no that doesn't help" a few times, it said the matter would be passed to a real person and I'd hear "usually within a few hours". 

That proved NOT to be over-optimistic... Within a few hours I had a reply confirming that it was a known issue, and that the matter was being passed to the technical team for review and fix. 

It said that this might take up to 7 days to be resolved.

But, only a couple of hours later we had a transaction come through with the data NOT missing, and since then it's been there in all subsequent transactions.

What remains is the question of whether or not there's any way of retrieving the data we lost while it was broken. They say they need to get back to me on that one. 

[SKCollector]

If you go into your order details after logging into PayPal you should see if there, I'm having the same problem.

[bsmiller25]

Is this an ongoing issue? Is there a bug report or case page I can see more information about this? I've been missing a few custom fields on form submissions recently and it sure looks like I haven't changed anything related in a very long time. 

[Kimmywimmy1]

This is such a nightmare, having the exact same problems. We are having to email every single customer to get details of who and where to send receipt too. Custom field information is also missing when I log in via my app or on computer. So frustrating

[LeoLeo5]

We have 6 Paypal buttons on our website to purchase various digital gift vouchers. The personalized field is for the name of the beneficiary of the gift voucher, it's mandatory to issue the gift voucher. Indeed, since we updated to the new buttons, we do not receive the personalized field information in the confirmation email anymore. This is annoying and created delays for our customers since the person creating the gift voucher does not have access to the Paypal account. I need to log in everytime, ftech and pass on the information. Very unconvenient.