Recurring Payments Confirmation Page issue

[coley_marie]

I've added Donate buttons to my non-profit webpage. When my donors submit a one-time donation, they get a confirmation page asking them to confirm their recurring donation - they never checked the box to make the payment recurring.

Is anyone else experincing this? I keep calling Paypal (because we are losing donations!), but they aren't giving me a confirmation number or a ticket number for the issue I'm reporting. This last time that I called, I was told that they are aware of the issue and are working on fixing it, but have no estimated resolution time. I was also told that, although the page says it's a recurring donation, it's not and to just tell my donors that (yeah, ok...). A previous time that I called, the merchant services rep actually looked at one of my donations and told me that it WAS, in fact, set up to be recurring, so I don't really believe them at this point.

Please tell me I'm not the only one experiencing this?!?

[snowshoe]

Try opening a Support Ticket as this is more of technical issue.

https://ppmts.custhelp.com/app/home

You have to setup an account first, then you can submit and track your question.

Sometimes there's a blur between customer support and tech support.

[coley_marie]

So, I've been dealing with Technical Support. They've told me that they can't help me because they can't recreate the issue. However, I get this message every single time I test it, and I'm not the only one seeing it. 

I've cleared my cookies. Tried different computers. Tried different browsers. Tried creating different donate buttons. 

Any ideas???

[BarryA]

I have this problem with our Donate button, as well. I've talked to 2 different support operators and they also said they could not reproduce the issue. The first time I heard about it was today, so maybe this is the result of some recent PayPal action that will resolve itself. I've reassured our donor that the charge is not recurring unless the box is checked, regardless of what the text says. I don't know what else to do.