[Skip to main content](#vessel-content) # PayPal payment went through but order cancelled ## - **[sylph](/forum/user/7663-sylph "View sylph's Profile")** - [![sylph's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/7663-sylph "View sylph's Profile") Topic Author - [ Offline](/forum/user/7663-sylph) Less More - Posts: 27 - Thank you received: 0 - - 14 years 4 months ago [\#55626](#55626) by [sylph](/forum/user/7663-sylph "View sylph's Profile") *[PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#55626 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* was created by *[sylph](/forum/user/7663-sylph "View sylph's Profile")* Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86315 - Thank you received: 14276 - - 14 years 4 months ago [\#55738](#55738) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Re: PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#55738 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Hi, Did you get a payment notification email as administrator ? Normally, it should tell you why the order was cancelled. Could you do a screenshot of the history area of the order ? Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[sylph](/forum/user/7663-sylph "View sylph's Profile")** - [![sylph's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/7663-sylph "View sylph's Profile") Topic Author - [ Offline](/forum/user/7663-sylph) Less More - Posts: 27 - Thank you received: 0 - - 14 years 4 months ago - 14 years 4 months ago [\#55973](#55973) by [sylph](/forum/user/7663-sylph "View sylph's Profile") Replied by *[sylph](/forum/user/7663-sylph "View sylph's Profile")* on topic *[Re: PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#55973 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Hello, I attached to you the screenshot. The one with status "confirmed" are from the sandbox account. Is there any possibility that it might be because of the merchant account ? We did received an error on the paypal page after making payment. "At this time, we are unable to process your request. Please return to xxx and try another option." Thanks for your help. - [ ![orders.jpg](/forum/attachment/4520) ](/forum/attachment/4520 "orders.jpg") [ ](/forum/attachment/4520?download=1 "orders.jpg") Last edit: 14 years 4 months ago by [sylph](/forum/user/7663-sylph "View sylph's Profile"). Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86315 - Thank you received: 14276 - - 14 years 4 months ago [\#55995](#55995) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[Re: PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#55995 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Hi, If you get the error "At this time, we are unable to process your request. Please return to xxx and try another option.", it's normal that the payment is cancelled... The payment didn't went through...PayPal said that they can't transfer the money, so if course the payment was not made, and the order was cancelled. Normally, with that error you have another message which gives more details on why PayPal cannot process the request, if not you should contact the PayPal support and ask them why you have that error. Also, make sure that if you use a normal account, you don't use the sandbox URL of PayPal in the plugin's options. Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[sylph](/forum/user/7663-sylph "View sylph's Profile")** - [![sylph's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/7663-sylph "View sylph's Profile") Topic Author - [ Offline](/forum/user/7663-sylph) Less More - Posts: 27 - Thank you received: 0 - - 14 years 3 months ago [\#56125](#56125) by [sylph](/forum/user/7663-sylph "View sylph's Profile") Replied by *[sylph](/forum/user/7663-sylph "View sylph's Profile")* on topic *[Re: PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#56125 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Hi Nicolas, Thanks ,we are getting help from PayPal. Might be the account's issue instead. ![:)](/media/kunena/emoticons/8.png ":)") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile")** - [![Bugger101's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/631-bugger101 "View Bugger101's Profile") - [ Offline](/forum/user/631-bugger101) Less More - Posts: 392 - Thank you received: 0 - - 12 years 5 months ago [\#154380](#154380) by [Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile") Replied by *[Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile")* on topic *[PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#154380 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Hi, I am having the same thing happen, and I think I have figured out why. It is trying to put the order through with the old shop paypal email address, then the customer tries to put the order through again, the payment goes through and show up in PayPal balance (they dont get an order confirmation) but the order shows up as cancelled. Is this a PayPal problem? Why would it be trying to send payment to the old email address? Cheers ![:)](/media/kunena/emoticons/8.png ":)") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[nicolas](/forum/user/63-nicolas "View nicolas's Profile")** - [![nicolas's Avatar](https://www.hikashop.com/media/kunena/avatars/resized/size144/users/avatar63.png)](/forum/user/63-nicolas "View nicolas's Profile") - [ Offline](/forum/user/63-nicolas) Less More - Posts: 86315 - Thank you received: 14276 - - 12 years 5 months ago [\#154425](#154425) by [nicolas](/forum/user/63-nicolas "View nicolas's Profile") Replied by *[nicolas](/forum/user/63-nicolas "View nicolas's Profile")* on topic *[PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#154425 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Hi, HikaShop is always sending to PayPal the email that you entered in the PayPal payment method options and it uses the email that is there at the moment the button to finish the checkout/pay the order is clicked on. If it sends to an old email address, it means that this old email address is set in the PayPal payment method options. The following user(s) said Thank You: [Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. - **[Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile")** - [![Bugger101's Avatar](https://www.hikashop.com/media/kunena/core/svg/person.svg)](/forum/user/631-bugger101 "View Bugger101's Profile") - [ Offline](/forum/user/631-bugger101) Less More - Posts: 392 - Thank you received: 0 - - 12 years 4 months ago [\#159345](#159345) by [Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile") Replied by *[Bugger101](/forum/user/631-bugger101 "View Bugger101's Profile")* on topic *[PayPal payment went through but order cancelled](/forum/3-bug-report/55626-paypal-payment-went-through-but-order-cancelled#159345 "Hello, When user made payment through standard paypal payment, the order went through, user successfully made payment and return to the website. However, the order status is "cancelled", user does not receive any email confirmation as well. We tried with sandbox and everything was fine, not sure what is wrong here. Thanks for your help")* Thanks Nicolas, I needed to completely delete the old email address from the account, not just set the new one as the default. That did the trick for anyone wanting to know ![:)](/media/kunena/emoticons/8.png ":)") Please [Log in](/login?return=aHR0cHM6Ly93d3cuaGlrYXNob3AuY29tL2ZvcnVtLzMtYnVnLXJlcG9ydC81NTYyNi1wYXlwYWwtcGF5bWVudC13ZW50LXRocm91Z2gtYnV0LW9yZGVyLWNhbmNlbGxlZD90bXBsPW1hcmtkb3du) or [Create an account](/component/users/registration?Itemid=101) to join the conversation. 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