1910229 - PayPal sandbox Something went wrong. Contact the seller for help

Status: RESOLVED WORKSFORME

(Firefox :: Untriaged, defect)

Description

[Steve Armstrong]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:128.0) Gecko/20100101 Firefox/128.0

Steps to reproduce:

Clicked on a PayPal 'Buy Now' link

Actual results:

Something went wrong. Contact the seller for help message displayed

Expected results:

Gone to PayPal to purchase goods

Comment 1

[Francesco Lodolo [:flod]]

Thanks for taking the time to file a bug, unfortunately there is not enough information to determine if this issue is specific to your system, or to replicate it and fix it.

Please provide more information on how to replicate the issue, e.g.:

• On which website did it happen?
• What are the exact actions?
• When you click the link, is there any relevant error displayed in the browser console?
• Does it work if you start Firefox in Troubleshoot mode?

Comment 2

[Steve Armstrong]

It happens on my test site at https://www.test.phpa-online.org/memberdb/index.php?page=membRenew
If you enter the values wally wizbang & [e-mail] you can scroll down and see the message 3 times where the PayPal buttons should be.

If you use the 'Buy now' link at https://www.test.phpa-online.org/testFiles/testPHPA0004.php you will again see the message.

I tried in safe mode & troubleshoot mode with exactly the same results. Both pages work using Chrome & MS Edge.

Comment 3

[Francesco Lodolo [:flod]]

(In reply to Steve Armstrong from comment #2)

It happens on my test site at https://www.test.phpa-online.org/memberdb/index.php?page=membRenew
If you enter the values wally wizbang & [e-mail] you can scroll down and see the message 3 times where the PayPal buttons should be.

I see 3 yellow "Pay with PayPal" buttons (macOS, Nightly) at the top of each group of buttons if I scroll down after entering these values.

If you use the 'Buy now' link at https://www.test.phpa-online.org/testFiles/testPHPA0004.php you will again see the message.

I get redirected to https://www.sandbox.paypal.com and see the same 3 buttons, with a payment of 50,00 £ GBP.

It works fine also on release (128.0.3).

Can you test on a completely new profile?
https://support.mozilla.org/en-US/kb/profile-manager-create-remove-switch-firefox-profiles

Comment 4

[Francesco Lodolo [:flod]]

Attachment: Buttons displayed after entering test info

Comment 5

[Steve Armstrong]

Steve <[e-mail]>

30 Jul 2024, 16:54 (18 hours ago)

I created a new profile and re-booted my PC. The results are the same.

Please note that if your email address is linked to an existing PayPal account, the option to checkout as a guest will not be available (since PayPal has already established that you have an existing account).

Something went wrong. Contact the seller for help.

Something went wrong. Contact the seller for help.

Something went wrong. Contact the seller for help.

Comment 6

[Francesco Lodolo [:flod]]

(In reply to Steve Armstrong from comment #5)

Please note that if your email address is linked to an existing PayPal account, the option to checkout as a guest will not be available (since PayPal has already established that you have an existing account).

I'm testing this in a private window and new profile, Firefox doesn't know anything about me, e.g. if I have a PayPal account.

Can you provide a video to make sure I'm following the steps as expected, e.g. for https://www.test.phpa-online.org/testFiles/testPHPA0004.php?

If this is indeed working as expected for me, the only other possible issues are security software on the device, and connection.

Comment 7

[Steve Armstrong]

I have borrowed a win10 laptop with Firefox 128.0.2 using the same wi-fi connection and the link and renew membership option work as expected.
I cannot understand why it fails on my desktop. Obviously it's not a Firefox problem but thank you for trying to help resolve this.
Next step is to try it on another win11 desktop. Once again thanks for your help

Comment 8

[Francesco Lodolo [:flod]]

No problem, thanks for following through. Marking as WORKSFORME then.

Comment 9

[Steve Armstrong]

After a lot more testing I have discovered that the new PayPal sandbox button coding will only work if Firefox is running in safe mode.
I tried this with versions 127, 128 and 129. Could you look into this problem and help me resolve it please.

Comment 10

[Francesco Lodolo [:flod]]

After a lot more testing I have discovered that the new PayPal sandbox button coding will only work if Firefox is running in safe mode.

Your last comment didn't mention troubleshoot mode?

I have borrowed a win10 laptop with Firefox 128.0.2 using the same wi-fi connection and the link and renew membership option work as expected.

Comment 11

[Steve Armstrong]

After testing on v127, 128 & 129 I deleted the unwanted profiles and saw a link to restart with add-ons disabled so I tried it and the buttons worked as expected. So what is turned off when using troubleshoot mode? It still works fine on Windows 10 but fails on Windows 11. I really would like to be able to resolve this problem without blaming anyone

Comment 12

[Francesco Lodolo [:flod]]

It still works fine on Windows 10 but fails on Windows 11.

Can you try comparing the raw data from about:support between the 2, and see what show up as difference?

Comment 13

[Steve Armstrong]

Thanks for the response. I tried that and there is a lot of data to compare.
Fortunately PayPal have admitted to having put a block on UK accounts so the problem seems to be solved for now.
Once again thank you for all your help.