Hello Ediwn

Would it be possible for you to link your website here and let me know exactly what steps to take to encounter the issue? I will test this personally for you on your website to try and understand the reason for the error

Keep me posted here

Thank you

Stefano

Hi Stefano, Thank you for your message.This is the url www.devuursche.com/pascal to the test site.As soon as the payment is correct, the site can be live on the correct URL. We are waiting for that.Thanks in advance and greetings, Edwin

Hello Edwin

I've tested this for you but could not encounter the situation you mention. Do you get this message as well when trying to complete an order from your phone?

Perhaps you can attach here a screenshot of this message for me to better understand why it might be happening?

Please proceed like this and keep me posted here

Thank you

Stefano

Hi Stefano, If I test it on my Apple iPhone and iPad with the choice on iDeal, I see this on my screen.Thanks in advance for testing and hopefully finding the solution!

The text in the gray box is: You cannot use iDeal for this purchase.You can, however, complete the payment with a credit card.

Everything is fine on the desktop Windows computer!

See also the message above :-)

To indicate the difference, you will receive a SECOND screen image, but then from my desktop with the correct iDeal payment system.

Hello Edwin

I've checked the error. This seems to appear directly on PayPal's website, which is something we, unfortunately, don't have control over

Due to some security reason, it could be they do not allow usage of this system via phone.

I would like to advise contacting them directly and showing it to them. They should be able to provide more information on the reason since it happens on their systems

Keep me posted here after

Thank you

Stefano

Dear Stefano, I have now been in contact with Paypal and they link me back to Incomedia. According to Paypal, the processing goes well, but that is not true. So something is wrong with the iDeal link somewhere. As you will understand I have now a problem because the website must be up and running by July 1 (opening the business). Do you see any chance to help me with this problem by finding a solution? The website is now live at www.beautysalonbypascal.nl

This is the response of Paypal:

Hello Pascal van der Pol, (owner of the account)

Thank you for contacting PayPal Merchant Technical Support. Your case is now closed. We have recently sent a response and we hope this addresses your question or concern. If we can be of any further assistance, please do not hesitate to use the 'Contact Us' link in the future.

Case Number: 09015703
Subject: iDeal payments
Date Created: June 23, 2021

Hello Edwin

Unfortunately, I'm really afraid this is not something our support can help with.

As you show here:

If the issue is happening at these stages of the payment, the website is PayPal.com and not your website. If the error appears here, it's something on PayPal's side. If the issue happened when you were still on our website, we could be able to investigate

Even if the reason for the error somehow came from the website, the fact that it happens on PayPal's website makes it impossible for us to individuate. We would need PayPal's support to report to you exactly why the error appears

Without this information, there's unfortunately not much we can do

Please try and contact them again. Let me know if they can help with it

Thank you

Stefano

Hi Stefano,

The answer of Paypal:

Hi Edwin,

This is Adithya from Merchant Technical Support, Good day :)

On going through the logs ,I see that Website X5 uses PayPal JS sdk to process PayPal payments on your Online Shop and as per our design mobile Ideal payments/transactions aren't supported on this product/API and hence you are witnessing this issue.

Mobile Ideal payments are supported only on Braintree PayPal SDK and you can check with Website X5 support, whether they have any product using this SDK .

Hope the information above helps! If you have any other questions, feel free to reach out

Thanks and Regards
Adithya Bhat

Hi Adithya,

Thank you for your message a few minutes ago!

Too bad that Paypal didn't notice this earlier during the first notification. That would save me a lot of time in research.

I have forwarded you’re response to your partner ‘Incomedia / WebsiteX5’.

Best regards and have a nice day

Webdesign De Vuursche

Edwin Koopman

(Merchant Technical Support <***>)

Hello Edwin

I understand. It seems like the situation might be a little peculiar.

Thank you for your feedback with PayPal's team. I've forwarded the case to the developers in order to investigate the issue further and be able to provide more helpful insight on the situation

I will keep you posted here as soon as news from the developers are available

Thank you

Stefano