Transaction detail always shows "Not specified" for customer phone number.

[PromptYes]

I have a WP Simple Cart plugin for WordPress; it uses a PayPal <iframe> that references this URL in a form:

https://www.paypal.com/smart/card-fields?token=PAYID-MQREPUA69L11006MN557550G&locale.x=en_US&session...

Whenever I've tested it, everything works as expected, but in the transaction emails and logging in to see them in PayPal "Activity," I never see a mobile phone number for the customer, despite there being a required field for it in PayPal's <iframe> and I've tested it myself, using my own phone number.

The transaction detail looks like this:                                                                                                                                                                                                        

Buyer information
Instructions from buyer 
John Customer
None provided 
john[at]customer.com 
 
Shipping information
Shipping method 
John Customer
Not specified 
123 Main Street
San Francisco, CA 94111
United States 

DESCRIPTION UNIT PRICE QTY AMOUNT 
John's product details $100.00 USD 1 $100.00 USD 

Insurance:
---- 
Total: $100.00 USD 

-----------------------

It looks like it is being returned as "Not specified" -- but why? It is being specified. What do I need to change to ensure that the customer mobile number is displayed somewhere I can access it?

[MTS_Chiranjeevi]

Good day @PromptYes,

Thank you for posting to the PayPal community.

I would suggest to please contact our PayPal Customer service via link - https://www.paypal.com/us/smarthelp/home (then choose at the bottom one of the contact methods - email or phone) who should be able to help you regarding the request.

They will be able to assist you further as they are specially trained to address this type of account inquiry.

Sincerely,

Chiranjeevi

PayPal/Braintree MTS

If this post or any other was helpful, please enrich the community by giving kudos or accepting it as a solution.

[PromptYes]

Thanks, Chiranjeevi. It's super-helpful to have that phone number. When I called, the first rep quickly figured out that the phone wasn't being conveyed but wouldn't tell me why. I asked if it was some account setting on PayPal's end since I couldn't find any setting relating to phones in the Developer or Business admin screens. She said it was a setting in my account but wouldn't tell me more and then forwarded me to another rep. That rep seemed insistent that it was something in my JavaScript, which is hard to believe since the <iframe> is a PayPal URL and it definitely has a required field that asks for a mobile number. He kept repeating that it was on my end, but at the same time he didn't seem to grasp the problem, so it became a dead end. Maybe I'll try calling again and ask not to be transferred.

[PromptYes · Accepted solution]

I found it! After logging in to https://www.paypal.com, I clicked on:

[my account name on the top right] --> Account Settings --> [scroll all the way down] Website payments --> Website payment preferences [Update] --> [scroll down to Contact telephone number and set to "On (required field)"

The ultimate URL is:
https://www.paypal.com/businessmanage/preferences/website

Thanks for your help.