Paid via PayPal but no upgrade


#1

There have been multiple reports of users that paid via PayPal but their account was not upgraded.

It’s very frustrating if you trust someone your money and nothing happens. We totally understand and we apologize!

We’ve found that unfortunately there can be delays at PayPal. Sometimes the instant payment notifications that our system needs to get to finalize the upgrade are sent minutes after the payment. We need these within seconds for a smooth upgrade.

These kind of delays are very bad for your workflow and your trust in our system. We’ve signalled this issue at PayPal with high priority. They are now investigating but unfortunately there seems to be no easy fix.

If you have paid with PayPal but your upgrade is not coming through, please get a cup of coffee and wait a couple of minutes. You may also try to log off and on again.


#2

PayPal has announced the problems are system wide, not specific for our application:

06/08
Thursday
Unscheduled
06/08/17 08:00 AM to ongoing
PayPal Notifications
Live Site Status Update
Notification: We are experiencing a system issue which may be affecting different functionalities on the PayPal Live Site. Please see the details below.

Some Instant Payment Notifications (IPN) may be delayed
Some email and SMS notifications may be delayed
Some transactions may be missing from the History page of the PayPal account and via transaction search functionality

Our technical teams have been engaged and are actively troubleshooting the issue.
Sent Jun 8, 2017 06:26 PM CEST by DBO
Start time: Jun 8, 2017 08:00 AM CEST
At this time, there is no alternative work-around.


#3

PayPal has solved the problem, they’ve announced:

Resolved: This issue was resolved as of Jun 8, 2017 10:00 PM CEST.

At this time a small number of Instant Payment Notifications (IPNs) generated during the impacted time frame are still delayed and will be sent in the next few hours.

All other affected functionalities have been fully restored.


#4

I have paid for the 100 per day addresses and still can only load 26 address i need to be able to load 51 addresses.


#5

We’ve checked your account in our system and it’s upgraded alright. There may have been a bit of lag between PayPal and our system, or your session may need to be reset.

To reset your session, follow these steps:

  1. Log off from our website
  2. Close the browser completely (all tabs and windows)
  3. Wait 10 seconds
  4. Open the browser, load the routeplanner and log in
  5. Wait another 10 seconds
  6. Press the Reset button
  7. Wait another 10 seconds

After this check the maximum number of allowed addresses in the lower right corner or at the Import button. If your account still is not upgraded, contact us via info@routexl.com


#9

Unfortunately, this problem is back again… PayPal is queueing the instant payment notifications (IPN) and account are not being upgraded in our system…

If your account is not upgraded, do not make any additional payments, but send an email to info@routexl.com. We are updating accounts manually while this problem exists.


#10

This has also happened to us, however we paid using a credit card via the PayPal system, I have a receipt from PayPal but my account has not been upgraded with the payment. It is now over 15 minutes ago.
Can someone please assist?


#11

PayPal still did not solve their problem. We’re working our way through the instant payment notifications queue manually now and are trying to keep up.

We do not take individual requests via this forum. If you’re in a hurry, send an email to info@routexl.com. If you did that, get a coffee and we’ll take action as soon as we can.

Update 21:28 UTC: PayPal has reported the issue is solved.


#12