Checkout payments via PayPal fail when buyers sign into their PayPal accounts: they are charged, redirected back to the checkout, and the “continue to payment” button does nothing. The order never completes.
Paying as a PayPal guest (entering card and billing details without logging into PayPal) works as expected.
For the failed logged-in attempts, PayPal typically refunds the charge within about 10 minutes.
Suggested troubleshooting: reconnect the PayPal account and confirm if the issue persists; check for any PayPal emails about completing account setup. If unresolved, contact Shopify Support via the Help Center for account-specific assistance (live chat, email, or callback).
No resolution yet. The thread remains open pending reconnection testing and follow-up with Support.
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.
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?