On and off, the system is taking the payments for our yoga classes via paypal, but not making the appointments on your system and not sending confirmation emails to customers and employees.
Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
However please let us know why Amelia is not recognising bookings and not creating appointments or sending out confirmation although PayPal is working fine
I apologize for the later response, as we don't work on weekends.
The information I need to log into the backend of your WordPress, is a username (in this case that is the info you have sent me [email protected] Test Please, but I also need a password.
WP Admin role needs to be assigned to that User as well, and I would need your WordPress Admin login page, as the usual wp-admin page on your site gives a 404 error.
thank you for the kind reply; I apologize that it has taken longer.
We would need a bit more information regarding the appointments, such as customer names, dates and times.
I can see there are 10 scheduled appointments from today - June 20th, and there are a lot of appointments paid with PayPal. Stripe and PayPal payments are processed right away, and if the customer paid, an appointment is made in Amelia.
If there was an issue with the payment, there would be an error on the form. Please kindly send us detailed info about missing appointments, so we can take a look. We'll see to it that this is resolved by the end of the day.
I do apologize for the late reply; due to the complexity of the situation, I have reached out to a colleague who is more well versed on the topic and in depth checking, as it's important that we resolve this quickly, but also effectivelly.
Do you know if there has been any progress or updates on this?
Our subscription is due to auto update on the 6th June and obviously we need to iron this issue out before then otherwise we will have to cancel our subscription.
We switched PayPal to Sandbox mode, and using sandbox credentials, paid for a Hatha Restore service with PayPal.
It worked just fine.
The integration works automatically, and us being able to pay with PayPal's sandbox account indicates Amelia communicates with his PayPal account normally.
The only difference are the credentials for Live and Sandbox accounts, so please double-check if the Live credentials are correct. We can log into your PayPal account (if you want to share that with us), and double check, but that's the only thing that could go wrong - that you have multiple PayPal accounts, and that the credentials copied are not from the same account as Sandbox credentials.
I was waiting for your reply; thank you so much for the credentials
That is exactly why this is so strange, when someone books trough Amelia, the possible issue is not getting the payment trough PayPal due to settings. However, booking trough Amelia and not getting a booking when amount has been transferred, is concerning.
No problem. It is indeed concerning and is causing our business lots of issues and creating a lot more admin for us as we have to check for new payments on PayPal, then contact the person who has booked to find out what class they booked and then book them on manually. This also looks unprofessional on our end to all our new customers.
The problem has occurred 2 times again since I sent my last message this morning with customers - Heather Elliott and Jolene Lightman - both new customers
Upon trying to enter the PayPal, there was an authentication required - please either remove the 2 factor authorization or let's arrange a time when you will be able to approve us entering PayPal, when you'll be available (and I will keep your ticket open so that I can go in in that moment), so when I try to log in https://www.paypal.com/signin they'll send a message to your phone, and you need to send it to me to access PayPal (verification code).
We have tried to turn off two factor authenticaiton off but it still seems to ask for a code even though it is off. We can authorise you enterting at any time just click one of the numbers and we will hop in here and drop the code.
thank you so much; unfortunately whenever we tried, authentication was still required - I would need to ask you that we arrange an exact time when you will be available, even if it's today, just let me know what time, and in which time zone so when I try to log in https://www.paypal.com/signin they'll send a message to your phone, and you would need to send it to me to access PayPal.
We have actually decided to cancel our subscription with Amelia as we've had 5 bookings over the weekend that have not come through and also some bookings where a double payment has been taken and no booking created. This is becoming too much of a problem for our business and we are going to look at implementing a different booking system.
Thanks for your help in trying to sort out the issue, but we won't need you to look into this any further now.
On and off, the system is taking the payments for our yoga classes via paypal, but not making the appointments on your system and not sending confirmation emails to customers and employees.
We need this sorted ASAP please.
Hi Poppy!
Thank you for reaching out to us
Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.
We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.
You can write credentials here just check PRIVATE Reply so nobody can see them except us.
Hi
Yes sure, what email address would you like me to use for you?
Thanks
Hi Poppy,
you can use any made up address, it's only for log in purposes
Hi there,
Has there been any movement with this?
The problem is still happen and causing major disruption to our business...
When creating the lost bookings through the backend it will not let me select certain dates - which I don't understand why?
Please take a look and get back to me asap!
Thank you!
I have figured out backend bookings
However please let us know why Amelia is not recognising bookings and not creating appointments or sending out confirmation although PayPal is working fine
thanks
Hi Poppy,
thank you for the credentials!
I apologize for the later response, as we don't work on weekends.
The information I need to log into the backend of your WordPress, is a username (in this case that is the info you have sent me [email protected] Test Please, but I also need a password.
WP Admin role needs to be assigned to that User as well, and I would need your WordPress Admin login page, as the usual wp-admin page on your site gives a 404 error.
Thank you in advance!
Hi
I would REALLY appreciate someone putting some dedicated time to this issue.
For a paid service, 1 reply a days isn't really that acceptable.
We are now looking at installing a different booking system as this issue isn't something that can continue if it not resolved asap.
Please prioritise this!
Thanks
Hi
Here again asking for help on this issue.
Thanks
Hi Poppy,
thank you for the kind reply; I apologize that it has taken longer.
We would need a bit more information regarding the appointments, such as customer names, dates and times.
I can see there are 10 scheduled appointments from today - June 20th, and there are a lot of appointments paid with PayPal. Stripe and PayPal payments are processed right away, and if the customer paid, an appointment is made in Amelia.
If there was an issue with the payment, there would be an error on the form. Please kindly send us detailed info about missing appointments, so we can take a look. We'll see to it that this is resolved by the end of the day.
Hi Poppy,
thank you for the kind reply.
I do apologize for the late reply; due to the complexity of the situation, I have reached out to a colleague who is more well versed on the topic and in depth checking, as it's important that we resolve this quickly, but also effectivelly.
Hi Ivana,
Thanks for that.
Do you know if there has been any progress or updates on this?
Our subscription is due to auto update on the 6th June and obviously we need to iron this issue out before then otherwise we will have to cancel our subscription.
Thanks
Hi Poppy,
thank you for the kind reply!
We switched PayPal to Sandbox mode, and using sandbox credentials, paid for a Hatha Restore service with PayPal.
It worked just fine.
The integration works automatically, and us being able to pay with PayPal's sandbox account indicates Amelia communicates with his PayPal account normally.
The only difference are the credentials for Live and Sandbox accounts, so please double-check if the Live credentials are correct. We can log into your PayPal account (if you want to share that with us), and double check, but that's the only thing that could go wrong - that you have multiple PayPal accounts, and that the credentials copied are not from the same account as Sandbox credentials.
Hi Poppy,
I was waiting for your reply; thank you so much for the credentials
That is exactly why this is so strange, when someone books trough Amelia, the possible issue is not getting the payment trough PayPal due to settings. However, booking trough Amelia and not getting a booking when amount has been transferred, is concerning.
I will forward the credentials immediately.
Hi Ivana,
No problem. It is indeed concerning and is causing our business lots of issues and creating a lot more admin for us as we have to check for new payments on PayPal, then contact the person who has booked to find out what class they booked and then book them on manually. This also looks unprofessional on our end to all our new customers.
The problem has occurred 2 times again since I sent my last message this morning with customers - Heather Elliott and Jolene Lightman - both new customers
Regards,
Poppy
Hello Poppy!
Upon trying to enter the PayPal, there was an authentication required - please either remove the 2 factor authorization or let's arrange a time when you will be able to approve us entering PayPal, when you'll be available (and I will keep your ticket open so that I can go in in that moment), so when I try to log in https://www.paypal.com/signin they'll send a message to your phone, and you need to send it to me to access PayPal (verification code).
Hi Ivana,
We have tried to turn off two factor authenticaiton off but it still seems to ask for a code even though it is off.
We can authorise you enterting at any time just click one of the numbers and we will hop in here and drop the code.
Thanks
Hi Poppy,
thank you so much; unfortunately whenever we tried, authentication was still required - I would need to ask you that we arrange an exact time when you will be available, even if it's today, just let me know what time, and in which time zone so when I try to log in https://www.paypal.com/signin they'll send a message to your phone, and you would need to send it to me to access PayPal.
Hi
We can do 1pm GMT.
Thanks
Hi Poppy,
Great; I have marked the time, thank you!
we can also do it immediately if you are available now?
Change the authentication number to 07780981464 and I can pick it up
Hi there,
We have actually decided to cancel our subscription with Amelia as we've had 5 bookings over the weekend that have not come through and also some bookings where a double payment has been taken and no booking created. This is becoming too much of a problem for our business and we are going to look at implementing a different booking system.
Thanks for your help in trying to sort out the issue, but we won't need you to look into this any further now.
Kind Regards,
Poppy
Hi Poppy,
thank you so much for letting me know.
I apologize again for the issue not being resolved, and for the delay.
If there is anything else that I can assist you with, please contact us.