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Troubleshoot common errors in the WooCommerce PayPal plugin

Last updated on June 7, 2022

The WooCommerce plugin PayPal express payment gateway for WooCommerce may throw certain API errors and warning codes during the checkout process. Listed below are some of the most commonly occurring error codes with their possible reasons/solutions.

The following article is intended for WebToffee’s PayPal payment plugin Premium and Free plugin users.

Getting 10002 error – Security header is not valid message

This error commonly arises if you have entered the wrong values in the API keys field under plugin settings.
Kindly check and verify the keys. You can get the keys under the same names from your PayPal account.

  • Log into your PayPal business account.
  • Get API Access credential in any of the two ways:
    • Go to Activity at the top of the page and choose API Access or
    • From Account settings > API Access > View/Update.
  • Scroll down to NVP/SOAP API Integration (Classic) and click Manage API Credentials.
  • Create keys if not already. Else, copy the following credentials:
    • API Username
    • API Password
    • Signature​
  • Next, go to plugin settings and paste the credentials into corresponding fields under the PayPal plugin settings.

Getting 10565 error – The merchant country is not supported

The direct credit card checkout from site option is facilitated by PayPal Payment Pro and it is available for US, UK, and Canada only. This is a limitation imposed by PayPal. You can disable this feature and still use the express checkout option without any issues.

Getting 10548 error – The merchants account is not able to process transactions.

Kindly ensure that the merchant account has the PayPal Payments Pro feature enabled. Please note that direct credit card checkout is available for the US, UK, and Canada only.

Getting 10413 error – The totals of the cart item amounts do not match order amounts.

This error usually comes when there is some other plugin or code updating the cart totals sent over to PayPal. Kindly share the details of any implementation on the site.
Eg: Discount plugins, Extra fees, or Shipping charge altering plugins.

Fix the mod_security error

Please refer to this article for fixing the mod_security errors.

Getting ‘An error occured during checkout’ message

Kindly enter the correct PayPal API credentials under the plugin settings.

Follow the steps given below to input the API credentials:

  1. Go to WooCommerce > Settings > Payments > PayPal Express. Enable the gateway and click on Manage.
  2. Input the PayPal API credentials in the field provided.
  3. To get the API credentials:
    • Log into your PayPal business account.
    • Click Activity near the top of the page and select API Access.
    • Scroll down to NVP/SOAP API Integration (Classic) and click Manage API Credentials.
    • Create keys if not done already. Else, copy the API Username, API Password, and Signature and paste it into the respective fields of the plugin.

Different error?

Although we’ve listed all the commonly occurring error codes, it may be likely that you have encountered with entirely different ones, please refer to the list of other PayPal error codes and messages.
Still, if you are facing difficulty, please feel free to contact our support team with the error code and log file to get further assistance.
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Written by

Shesna

Shesna is a technical content writer for WebToffee. She is familiar in working closely with the SMEs to break down complex technical information into a concise, easy to understand manner.

Comments (30)

  1. Rahman

    December 19, 2022

    Getting this message (Could not retrieve order.) when trying to purchase using paypal

    Reply
    • Mike

      Mike

      January 12, 2023

      Hi Rahman,

      Sounds like you need some technical assistance. Please create a ticket from our support forum for further assistance: https://www.webtoffee.com/support/. Make sure to include all information regarding the error including your WooCommerce System status report (WooCommerce -> Status -> Get system status report), PayPal logs, screenshots of the error, etc

      Reply
  2. Larry Wu

    August 4, 2022

    Let’s make a website where it’s impossible to checkout. This place must be a scam! I can only imagine what following your steps actually does.

    Reply
    • Mark

      Mark

      August 26, 2022

      Hi Larry,

      If you are having any trouble with checkout from our website, kindly reach out to us via the support forum explaining the issue.

      Reply
  3. Raji Adeseye

    August 1, 2022

    Hello Support, Am unable to place order with my paypal.

    Here is the error message receiving; 10002 error – Account is restricted. Refer to the article to troubleshoot the error.

    Reply
    • Mark

      Mark

      August 26, 2022

      Hi Raji,

      As this error is generated directly from the PayPal side, there is not much the plugin or webtoffee can do. Here is what we found regarding the error message that you received: https://docs.qpilot.cloud/docs/2000-paypal-failure-code-10002-account-is-restricted

      Hope you will find this useful. Feel free to comment if anything else.

      Reply
  4. zouyesan

    July 29, 2022

    Getting 10565 error – The merchant country is not supported
    How can I disable this feature and still use the express checkout option without any issues?

    Reply
    • Mark

      Mark

      August 26, 2022

      Hi Zouyesan,

      Greetings from Webtoffee!

      You can switch to EXPRESS CHECKOUT mode from the plugin settings under WooCommerce Settings > Payment > PayPal Express. Please set the Payment Button as Express Checkout.

      Hope this helps.

      Reply
  5. Linda M. Cohen

    May 12, 2022

    Unable to place my order due to error with PayPal and unable to process using my credit card! I have given up after spending more than 2 hours trying to place an order!!!!!

    Reply
    • Shesna

      Shesna

      May 12, 2022

      Hi Linda,

      Sorry to know that you are experiencing this way. We are here to help. Please ensure that your API credentials are entered correctly within the plugin. However, you can reach out to our technical support team with the log file (WooCommerce>Status>Logs) for direct assistance.

      Reply
    • Luis

      June 1, 2022

      Ho, I have followed these steps; I created the API and I entered the requested informazioni, but It still showing error. (1060)
      Can you help me?

      Reply
      • Shesna

        Shesna

        June 1, 2022

        Hi Luis,
        Sorry to know that you are experiencing this way. Please reach out to our technical support team with the log file (WooCommerce>Status>Logs) for resolving the same.

        Reply
  6. cracy

    May 5, 2022

    Hi, I got an error on 10525. I used a 100off coupon and it says the amount is charged as zero. But it went well before, can you solve my problem. It terribly brings bad effects on my website. Thanks.

    Reply
    • Shesna

      Shesna

      May 6, 2022

      Hi Cracy,
      Sorry to know that you are experiencing this way. Please feel free to reach out to our technical support with the log (WooCommerce>Status>Logs) file.

      Reply
  7. Cynthia Lee

    April 7, 2022

    I was having difficulty buying this ticket so I am not sure if the payment went through or I bought more than one ticket to the House of RA event.

    Reply
    • Alan

      Alan

      April 8, 2022

      Hi Cynthia,

      Sorry, we couldn’t understand your query. If you are facing a dispute with your Paypal payment, please contact the PayPal support team. Or if your concern is regarding the PayPal payment gateway for the WooCommerce plugin, please reach out to our support team.

      Reply
  8. Kendall

    April 7, 2022

    I keep getting the error message when completing my payment by submitting my card info. What’s the problem?

    Reply
    • Alan

      Alan

      April 7, 2022

      Hi,
      If you are getting the error message on the PayPal page then it’s generated by PayPal. Please try contacting the PayPal support team regarding this. On the other hand, if you are getting the error message on the site checkout page itself then please reach us via support.

      Reply
  9. john astbury

    February 24, 2022

    FAKE WEBPAGE WITH FAKE ERROR CODE

    Reply
    • Mark

      Mark

      February 28, 2022

      Hi John,

      Sorry to know that you felt this way about the article. We have only listed the most common errors encountered by our plugin users. We fully understand that this won’t cover the entire list of error codes from PayPal which is why we have included a link to PayPal error listing page directly in the article itself. You can find the link above.

      If you have some other errors, you can always reach out to the plugin support team via this link.

      Reply
  10. Kyle

    February 23, 2022

    Cant i just use my debit card ? I dont use paypal

    Reply
    • Mark

      Mark

      February 28, 2022

      Hi Kyle,

      Greetings from Webtoffee! The plugin indeed supports direct debit card/credit card checkouts without using a PayPal account provided that your country and account supports it.

      Reply
  11. nelson

    February 5, 2022

    I’m getting error 10427 simply cant place order on paypal express checkout

    Reply
    • Mark

      Mark

      February 16, 2022

      Hi Nelson,

      According to the information here, this error occurs when the shipping total amount is invalid. Kindly check if you are using any plugins or codes to alter the default woocommerce shipping charge calculation process. Try disabling them and test the checkout. Although our plugin is equipped to handle the default Wooocommerce totals, custom codes or plugins could cause conflicts.

      Reply
  12. Ali

    January 24, 2022

    I rewrote the API credentials more than 5 times and I still get the error 10002. When I use the API’s for the sandbox account everything works fine. But the moment I switch to live and use the live ones I get this error. Could you please help me

    Reply
    • Alan

      Alan

      February 3, 2022

      Hi,
      Since the issue is only occurring with the live credentials it might be due to any issues with the keys. Can you please try contacting PayPal support and check the credentials? If the issue persists please reach us via support.

      Reply
  13. B. Edwards

    January 4, 2022

    I can’t place this order.Why?

    Reply
    • Mark

      Mark

      February 2, 2022

      It might have been some temporary issue. Hope you were able to place the order later.

      For queries like these, kindly contact the support forum. The comment section can be used only to discuss concerns related to the article.

      Reply
    • Connie Blaine

      February 5, 2022

      Error 10417 not addressed in the “article”.
      Don’t have PayPal.
      Can’t I just use my Visa card?

      Reply
      • Mark

        Mark

        February 16, 2022

        Hi Connie,

        Error 10417 means that the payment method selected by the customer has some issues. Users may need to try again with a different method like a different card. Kindly ask to try that.

        Reply

Got any query? Please leave a comment or reach out to our support

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PayPal Express Checkout Payment Gateway for WooCommerce

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On this page

  • Getting 10002 error - Security header is not valid message
  • Getting 10565 error - The merchant country is not supported
  • Getting 10548 error - The merchants account is not able to process transactions.
  • Getting 10413 error - The totals of the cart item amounts do not match order amounts.
  • Fix the mod_security error
  • Getting 'An error occured during checkout' message

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