Hi, Mark 

Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

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We will perform local tests to see if we can replicate this issue on our Test sites;  but if we can also , with your permission, do a quick PayPal test on your site?

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.

I tried the old credentials, they are no longer working.

And if you can confirm the link to the WP-Admin, not sure if it's still the same site as from older tickets?

Thank you.

Hello Mark,

Thank you for clearing that up.

Do we have your permission to change the PayPal mode to Sandbox so we can test it out and provide you with an update on this issue?

Looking forward to your reply.

Hello Mark

We haven't changed the password for the account you provided us with. We don't even access the "Users" section unless there's an issue with Amelia's users (employees, admins, managers, or customers), so whoever changed the password is not from our company. Do you have other admins on your site that may have changed the password? I tried to log in again, but the user seems to be deleted now.

#2 - PayPal, Stripe, Mollie, RazorPay, and WooCommerce work correctly on all our servers and websites (production, local, development, and live sites), and all testing related to Amelia's functionalities is done before each update is released. We do not release an update before it's tested and before we confirm everything is working fine.

What we would do on your site is replace your live PayPal credentials with our test credentials, so we can actually test the behavior. We can't see what's going on if the transaction is registered in your PayPal account which we don't have access to.

When we test it with our PayPal account, on our server, it goes through:

This is coming from an online booking in Amelia:

With a similar description that you have:

So, it is working normally on our end. If we can use our test credentials on your site, and book a test appointment, just so that we can see if the issue is with the PayPal account or your site, please confirm that with us, and re-enable the admin credentials for your site, so we can test it.