Learn how to troubleshoot gateway errors using resources like the PayPal developer's guide, transaction ID lookup, and the PayPal Help Center.

1. Refer to the PayPal developer's guide for the PayPal product you are using for information on specific gateway errors. You should search under key words such as: Response to Transaction Requests, Transaction Response values, Result Code, Response Message, and Explanation. See the PayPal Adaptive Payments Developer Guide (search for "Pay Errors").
2. Look up the transaction by the transaction ID number (in the Zuora payment detail page, this is the Reference ID and Secondary Reference ID numbers) in your virtual terminal or merchant account to see if more information is provided.
3. If you require additional information, you can contact the PayPal Help Center .

   • Search their knowledge base for the error you are encountering.

   • Log a PayPal MTS support ticket. When contacting the PayPal Help Center, to receive information about previous transactions in your account history, you must provide the Transaction ID (in Z-Payments this is the Reference ID) for the failed payment.