Pixby

I spoke with a representative in the "Payflow" department today, and asked him how I could once again process payments without the address. He said it's unlikely that will ever be possible again, because Visa and Mastercard are pressuring the processing industry to do more about stopping fraud.   If that's the case, they really need to update the developer documentation to not list the address information as "optional." It should be listed as required, if that is how it will be moving forward.   Anyway, glad the solution helped you. It frustrated me for over a week. Thankfully, I'm just testing my platform. But, if I had already been live with customers, I would have been livid things just stopped working suddenly, with zero advanced warning or explanation. ... View more

Yes, it sounds like you may have a different issue than I did/have. Unfortunately, the way PayPal has their system set up, the merchant support representatives, and technicians, are incentivized to close a ticket as quickly as possible. That's been my experience. Because, my first ticket didn't even appear to have been read thoroughly (being that the rep advised me to do something I had just stated I'd already done, and then told me my problem "wasn't a technical one," when it clearly was).   What I did was start tweeting to @AskPaypal on Twitter. I tweeted at the CEO. I found PayPal employees on LinkedIn and tweeted at them. I started emailing different executives and merchant services techs I could identify. Finally, they gave me something called an "executive escalation," but this only happened after I made exhaustive attempts to reach anyone I could. I'm not sure this is the best tactic (it could obviously **bleep** someone off, just as easily as it could get you help), but when nothing else is working, it may be worth a shot.   Either PayPal is vastly understaffed, or their representatives truly don't care about helping merchants and users. Maybe it's a little of both. But, the system they currently use to interact with merchants and users is utterly broken. It needs to be torn down and redesigned from the ground up... starting with not allowing a ticket to be closed until the merchant/customer agrees it can be closed. See... if the incentive is to get the user to agree that the issue has been resolved, then the PayPal employee becomes very, very motivated to actually solve problems, and satisfy the user. That one change might fix a lot of the motivation issues that likely exist.   However, I'm obviously not on the inside, and so I can't tell just how much of the poor service is due to overwhelming workloads versus an unmotivated workforce. So, I'm not willing to just say everyone at PayPal doesn't care. It might just be too much work for too few staff.   I bet another problem is that PayPal is probably still letting a huge amount of staff work remotely, which doesn't help. All employees of any company need to be closely supervised, in person. Otherwise, the productivity loss is just huge.   Anyway... keep at them, and don't let up until you actually speak to someone who can help. ... View more

After submitting multiple tickets, PayPal finally instructed me to include the full address of the purchaser, when processing a payment on my platform. Previously, I was only asking for the cardholder's name, card number, expiration date, and card verification value.   I was able to process payments for over a year with just those four data points.   Now, I also have to collect the street address, city, state, and zipcode.   Which is highly unfortunate, as I am not selling goods that need to be shipped. It's a lot of extra information to collect from the user.   I have asked PayPal how I can get back to being able to only use the first four data points, as the address verification is supposed to be optional.   We'll see what they say.   I tried only adding the billing zip code, but that also wasn't enough.   Hope this helps you guys. ... View more

My platform is still in a testing phase. So, I don't know when the issue started precisely for us. But, the last successful live test payment I made was on 3/6. So, the timeline adds up. I haven't seen any movement on my second ticket, but was contacted by someone in the "Executive Escalations" office to note that my issue had been escalated. So, fingers crossed something changes, and soon. I have a feeling perhaps PayPal tweaked their algorithms and made them too sensitive, and maybe complaints will have to reach a critical mass before they actually fix the issue. But, that's just speculation.   One thing is for certain, though. If someone at PayPal doesn't help me soon, after over 20 years of being a PayPal merchant, I'll be forced to move my entire business to Stripe. ... View more