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Users signed into Paypal can't complete checkout

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Having an issue with my checkout, which uses Paypal as the payment processor. If a user clicks to pay with Paypal and they are signing into a Paypal account, they will be charged, but the transaction never completes. Paypal redirects them back to the checkout page with the 'continue to payment' button. Clicking it does nothing.


If a user does the same steps, but instead goes through Paypal as a 'guest', inputting their card details, billing info etc  manually into the Paypal window, the transaction works and the use can complete the transaction.


The payment taken by Paypal in the first instance is usually refunded within 10 minutes.



Reply 1 (1)
Shopify Staff
Shopify Staff
2625 260 454

Greetings, @SignatureH.


Thank you for reaching out and bringing this to our attention.


That does seem to be an usual problem, since the guest checkout is working properly. However, just to eliminate some troubleshooting, it could be worth trying to reconnect your PayPal account. Can you confirm whether the issue persists after reconnecting? Also, did you receive any emails from PayPal regarding completing the account setup?


That being said, if the issue continues to persist, then it looks like we'll need to access your account in order to resolve the issue. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to continue assisting you through live chat, email, or callback. Please visit the Shopify Help Center and log into your account to create a support request. 


I noticed that you're a new member of our Shopify Community! Once you've resolved this issue, I'd love to hear more about your business. What kinds of products are you selling? Do you have a marketing plan prepared for your store?


Elias | Social Care @ Shopify 
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