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Paypal issues

If you are a long time and frequent Paypal user with a lot of transaction history, you probably don't need to read this section because you have already faced most of these issues.

The video below shows a typical Paypal session. It shows the user paying for their event with a credit card (1:52).

 




Below is an example of what the first email looks like. It is sent as soon as the registrant exits our system to Paypal. Since we lose control of the session while Paypal processes, this email provides an explanation and way for the registrant to return. If the registrant abandons Paypal or fails to complete a payment for any reason, this may be their only link back to their registration.

Should you need to direct a registrant back to their registration, there is a link at the bottom of the email:

If you abandoned/quit the Paypal process, you can access your record by clicking here and entering your last name and ID Number 318749. There you may pick another form of payment (if available), or redo the Paypal procedure by clicking the "Make a payment" button.

And at the bottom of the page:

Please save this email and note your ID number.
Should you wish to review your arrangements, click here to login.


They will be required to use the 'Find me' box (assuming it is present and not hidden), enter their ID number and either email address or last name.

Their registration will be shown and they will have a 'Make a Payment' button which can be used to return to Paypal and make their payment.

Note also that there are instructions regarding a successful payment that does not result in returning to PlanetReg. This happens. Not very often, but it does happen occasionally. If the registrant successfully completes a Paypal payment, but does not receive a PlanetReg confirmation, there are instructions on this email:

If you are sure that your payment was submitted and processed correctly, please send a copy of your Paypal transaction details to Info@myurl.com.

Of course, you as the administrator should also see an email from Paypal (at your Paypal email address).

If you are sure that the registrant paid, you must retrieve his/her registration and change the status to Active and ask to Send a confirmation so the registrant knows his/her record is complete.

You can use either the attendee look up: Lookup attendee or the quick roster Quick roster to retrieve the attendee and ask to Change Status Attendee maintenance.

You should also enter the Paypal payment while you have the attendee record displayed Attendee maintenance.

Don't forget to ask the system to Send a confirmation.

Other possibilities to investigate when Paypal is not completing:

In some cases - especially when you are stumped -  it may be easiest to contact a registrant and ask them what kind of problem they experienced. If they say their was no way to pay with a credit card, you know your account is not the correct type. If that is the case, best to close down your registrations (Close the event) and fix the problem, then re Open the event.

Once you have figured things out, you will want to check this help section: When my Paypal fails

Sample email sent to registrant before they exit to Paypal:



Note the click here at the bottom of the email. If a registrant calls, you can have them click that link and the system will return to their registration, where they will see a 'Make a Payment' button. When they click that button they can try their payment again.

See also

Basic vs Pro Mode
Multiple Events: Lookup Attendee and ME Reports
Attendee maintenance
Name Badges
My account settings
Create landing page
Dynamic event display on landing page
Make a Payment
Upload files
Financial review
Advanced reports
Attendee Financials
Fee Summary
Status Codes
Waitlist considerations
Record attendance
Pre Populate Forms (API)
Inventory control
PlanetReg fee payments
Creating reports in Excel