ALERT: PayPal Express Checkout Error () -12

[karenkte]

I have a store based in the UK on 1.3.8 using paypal payments pro (payflow UK) and paypal express.

I am losing customers due to problems with the paypal express and despite various attempts to fix or find the solution this is still losing me customers on a daily basis.

I have just tested it myself and found that the same error occurs whether I fill my shopping cart then press go to checkout followed by paypal express OR if I just select paypal express straight from the shopping cart

Everything goes smoothly until I press confirm order. I then get this message

ALERT: PayPal Express Checkout Error () -12

and start to go around in circles before eventually giving up!

Does anyone know the solution? It is driving me mad.
Thanks

[DrByte]

What is the explanation given in your PayPal debug logs?
http://www.zen-cart.com/forum/showthread.php?t=61199

[karenkte]

Sorry to be so ignorant but where can i find the debug log?

[DrByte]

See the link in my last post for how to turn on the debug options and where to find the log files.

[karenkte]

Thanks for pointing me in the right direction.

I have enabled the debug logs and changed the permission to 777.

I've also had a few errors occur on transactions today but I now don't know where to find the files so that I can post them on here! Could someone please explain where I find these and what exactly I am looking for.

Thanks

[DrByte]

The log files are in the folder whose permissions you changed based on the instructions in the link I posted previously.

Use your FTP program to download those log files. Then zip them up and attach the zip here (or upload the zip someplace accessible and provide a link) so the data can be reviewed.

[karenkte]

Hi Dr Byte

I have found the log files but I am struggling to know which I need to send to you and this is still proving to be a big problem for me.

If I post here the email message with the error from paypal with time and details could I please pm you the password for you to access my files by FTP so you could perhaps take a look for yourself. I realise you must be very busy and understand if this is not possible for you but please let me know.

Thanks

[DrByte]

The easiest way for you is to just use your FTP program and download everything in that logs folder to your PC. Then zip it up. Then upload the zip file back to the logs folder, and PM me with the URL link to that zip file.

[karenkte]

Thanks for helping....I have pm'd you the link
Karen

[DrByte]

Your logs are reporting that you're getting a 10417 error:

Declined: 10417-The transaction cannot complete successfully. Instruct the customer to use an alternative payment method.

PayPal's documentation says this about the 10417 error:

10417 Transaction cannot complete.

The transaction cannot complete successfully. Instruct the customer to use an alternative payment method.

Instruct the customer that PayPal is unable to process the payment and redisplay alternative payment methods with which the customer can pay.

... and further goes on to suggest a couple possible problems in the customer's PayPal account:

Account not associated with a usable funding source.

Credit card or Billing Agreement is required to complete payment

Since those are issues related to the paying customer's own relationship with PayPal, there's nothing much that can be done on your end.

I suppose you could contact PayPal and ask for more information about what was wrong, but I suspect they'll not give *you* any information about someone *else's* account. You could ask the customer to contact PayPal for specific assistance with properly activating their PayPal account services.