Obtain information on payment gateway errors
There are several ways to obtain information on gateway errors:
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View the transaction in your PayPal Manager
(for Payflow Pro merchants) or PayPal.com
(for Website Payments Pro merchants) to see if there is more information provided with the transaction details in PayPal. 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. Zuora receives and displays to users the gateway RESULT Value (for example, 12) and RESPMSG Text (for example, Declined), but often additional details are available in your merchant account.
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If you are using Payflow Pro's PayPal Manager, see Searching Transactions on PayPal's website for help in looking up transactions.
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- Search for the error in PayPal's MTS (Merchant Technical Support) Center , go to the Answers tab and type in the error.
- Check the PayPal maintenance updates. If PayPal had any downtime due to maintenance updates, this can result in this type of error from not being able to access the PayPal systems.For PayPal maintenance updates, check here: https://www.x.com/node/304976 .
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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. Here are the links to these guides:
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Payflow Pro
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Payflow Gateway Developer Guide
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Payflow Pro Developer's Guide
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Website Payments Pro Payflow Edition
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Website Payments Pro Payflow Edition Developer's Guide
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Website Payments Pro
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Website Payments Pro Developer's Guide
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- View PayPal's Website for Result Values for Transaction Declines or Errors and API Error Codes .
- 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. This Transaction ID is an alphanumeric number; for example, CLEF4CGE8AB8."