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Issue Reporting - How To

Moderator

Issue Reporting - How To

Hello,

 

If you're reporting an issue with your sandbox account, please share the "merchant id" from the account so we can review the account and it's associated settings and transactions.

 

Please follow the steps below to retrieve the 'merchant id' for your account.

 

1. Login to your sandbox account (https://www.sandbox.paypal.com)

 

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".

 

**  Don't share your email address in a public forum.  Only share the merchant id from your sandbox account **

 

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 !


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