cancel
Showing results for 
Search instead for 
Did you mean: 

Important -- How To Report An Issue

Moderator

Important -- How To Report An Issue

Hello,

 

This thread will provide advice on how to report an issue for the most efficient resolution possible.

 

We have two unique platforms for testing PayPal products and services, our PayPal Developer site and our Sandbox testing environment.

 

To report an issue with either platform, we will require the "merchant id" from the account you're reporting an issue with and I've provided instructions below on how to retrieve the merchant id for both.

 


Platform : PayPal Developer

Issues : Sandbox account creation, modification or deletion; REST application creation, modification or deletion; Notification issues; API calls or Webhook events sections.

 

How to retrieve the merchant ID

 

First, you will need to login to your production or live PayPal account.  Go to the address "https://www.paypal.com" and click on "Login".  Enter the email address and password for your production account and login.


1. For personal accounts, these accounts do not have a merchant id and therefore you need to provide the email address from the account in question.

2. For premier accounts, click on "settings" (the gear icon showed on the account overview page) and on the following page, the left-hand side of the page will show a section called "account options" and within that section you will see "Merchant ID". 

3. For business accounts, click on "settings", (the gear icon showed on the account overview page) and then "profile and settings" and on the following page near the bottom of the page you will see "Merchant account ID".

 

 

Platform : PayPal Sandbox

Issues : Email address confirmation; account verification; login ; account settings / profile; transaction history; reporting or anything else which occurs within a sandbox account.

 

How to retrieve the merchant ID

 

First, you will need to login to your sandbox account.  Go to the address "https://www.sandbox.paypal.com" and click on "Login".  Enter the email address and password for your sandbox account and login.


1. For personal accounts, these accounts do not have a merchant id and therefore you need to provide the email address from the account in question.

2. For premier accounts, click on "settings" (the gear icon showed on the account overview page) and on the following page, the left-hand side of the page will show a section called "account options" and within that section you will see "Merchant ID". 

3. For business accounts, click on "settings", (the gear icon showed on the account overview page) and then "profile and settings" and on the following page near the bottom of the page you will see "Merchant account ID".

 

PayPal APIs or Pages

 

If you're reporting an error which can be seen on a PayPal page, please provide the URL of the page shown in the address bar of your browser and also view the source code for the page and search for "rlogid".  There will be some letters / numbers after this variable, please copy and paste this id into your forum post.  (in order to view the source code for a page, right-click on the page and choose "view source" or "source")

 

If you're reporting an error which is seen in an API response, please provide a copy of the response which should include a correlation / debug / error id which will enable us to review our logs. 

 

Providing this information in your initial query will help improve our ability to provide you with a swift service response time.

 

Thanks,

Justin

Merchant Technical Services


Was my post helpful? If so, please give me a kudos!