Why does PayPal ask to 'Enter a City' during local pickup checkout?

[smandabach]

I am wondering if something has changed in my site code.  Whenever someone chooses local pickup and goes to pay with paypal, after they select paypal and log into paypal and come back to the payment page, my site gives an error to "Enter a City" but there is no place to enter a city.    Has anyone had this issue and know a fix?

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[PBV]

I'm having the same issue in my shop. Wondering if there was a code update that had introduced a bug in the Shopify/Paypal integration. No Paypal payments have been coming through today, possible sales impacts from this as well. Not good.

[Dawn08]

Having the same issue, can’t find any answers anywhere and the result of shopify support chat was ‘get in touch with PayPal’, which isn’t any help!

[Dawn08]

I have contacted Shopify support on twitter, they said that customers will get this error if the address / billing address on the account doesn't match the one on Paypal. I have queried the error message, as 'enter a city' where there's no box to enter anything, is confusing to customers and isn't clear, so will result in lost sales.

I have also tested this and this appears to be the case.

[smandabach]

The address/billing answer from Shopify is not correct.  My husbands tested this.  His billing address is the same as Paypal and still got the error when he tried to purchase something from our own shopify site.

[Dawn08]

UPDATE: It's still an issue, and I've finally got someone to replicate the problem and help me via chat, they're sending to the tech team and I will update.

[smandabach]

Thank you Dawn08!  Please keep me posted.  I have emailed them as Iris requested and will update as well.

[Iris]

Hi @smandabach ,

Thank you for reaching out. 

We are aware of this issue. I have checked in with our tech team internally, who would like to take a closer look at this with you.

We cannot look into account specifics via the Community for privacy and security reasons. Therefore, I invite you to reach out to our Contact Us page.

You should be able to access support options from this link directly. If there is one, please include a link to an example of an abandoned checkout that resulted from this, so it can be used in their investigation.

Thank you for your patience. 

[smandabach]

I have emailed support.  I sent them a screenshot and an abandoned checkout from a test we did.

[Leannenicole]

I am having this same issue. Has anyone figured out an answer to this problem yet?? 

[Leannenicole]

I just commented but have figured out how to fix the issue. I deactivated PayPal express from my shopify payment list and then re-activated it. The customers having issues yesterday were able to pay with PayPal after this fix. 

[Richie_Ramone]

Having the same issue @Shopify and sadly @Leannenicole fix did not work (I had a customer in my brick and mortar show me the error message and after immediately finding Leanne's suggestion, disabled PayPal Express (oh how I HATE you PayPal!), reenabled, got my customer to clear their cart and attempt to purchase again but NOPE, requested to "Enter A City" again...

[Leannenicole]

Hello! The only other thing I did at the time of deactivating PayPal was update my Shopify E-commerce business App. Maybe that was the fix but I thought for sure it was me deactivating and re-activating PayPal. Goodluck!!