Customers click on my Buy buttons, they get an error message that purchase can't be completed

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Been a Homestead customer since 2000, gold plus package, PayPal commerce only. When customers click on many of my Buy This buttons, they get an error message saying purchase can't be completed, please return to merchant. It's been happening for a long time, since I changed my email address with PayPal I think. I changed all the existing buy buttons to the new email address back then, so I don't know why this is happening. Have changed the email address in Website Manager, Manage PayPal section. Called PayPal, they said to contact Homestead. Please help.
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Nancy9071

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Posted 1 year ago

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Drew N, Community Manager

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Can you specify a page with a button that doesn't work? I tried a view and they all took me to Paypal and added the item to a cart.
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Nancy9071

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When I go to one of my pages and click on the Buy button, I get taken to the cart, then I click on Pay with Credit card, fill in my cc info, and get the message "Sorry, we can't complete your purchase at this time. Please return to the merchant and choose another way to pay." Is this because PayPal won't let a member purchase one of their own items? All I know is that since 2012, when I changed my email address, I've only gotten orders for one of my products (and I have many products, that I used to sell all the time.) For awhile I got emails from customers saying that they tried to buy other things, but got an error message. When I asked them what the message said, they didn't answer my emails. Also, when I check my stats every day, I often see where a customer landed on the cart for a particular product, but I get no orders. I asked Homestead and PayPal about this before, and they said I should have a friend try to order something to see what happens. I don't have anyone that I feel comfortable asking to do this for me. I have been busy for awhile, and haven't done much on my site. I only have plain PayPal functionality, I can't accept credit cards; I haven't updated my commerce function. Could this be the problem? I haven't done anything with API. Could the problem be with the html in the buttons, or with my PP settings? I used both Homestead PP buttons, and went to the PP site to create buttons for my products. Is there any way to check to see if the buttons are working through to buying products?
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Drew N, Community Manager

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If you get to the cart, then you are already on the Paypal site. It would seem that the error is being generated on their end. Have you tried to purchase anything from your site? Do you know if the change in email was completed successfully? The only way to test is to buy something. You could create a product for $1 to test it.
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Nancy9071

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As I mentioned in my last email, when I try to buy something (fill in my credit card info), I get the message "Sorry, we can't complete your purchase at this time. Please return to the merchant and choose another way to pay." I have been told by PayPal that PP members can't buy items on their own websites, someone else needs to do this. I don't know anyone who I can ask to do this for me. Is there any way to find out if the buttons work? I do have two products that have been ordered since 2012, but only two, out of many many products on my site, that I used to sell all the time. I updated the buttons in 2012, can't remember if I deleted them and replaced them or what - is there any way to see if they were done correctly?
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Drew N, Community Manager

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You said you updated the PayPal email. What are the 2 emails?
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The old email was ndoylebus@cs.com, and my new email is ndfineart@comcast.net. Thanks.
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Drew N, Community Manager

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I am still looking. It is very hard since the error is coming from Paypal. And the strange thing is they are suggesting the customer come back to you and pay a different way. I would like to know from Paypal why it is being rejected. What info do they not like. Your buttons look fine from our end. Your email is up to date. The only thing I have not done is to remove a button or two and add new ones to see if that does it. I also have a developer looking into it just in case they see a backend problem, but that would typically affect more people.
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Nancy9071

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Just thought of something that might help: There are 2 products that people have always been able to buy, at www.ndoylefineart.com/celticpoems.html. They are the 2 products at the bottom of the page (celtic note cards). Maybe there is a difference between those buy buttons and the others. I also submitted a question to PayPal support, am waiting for their reply. I checked all my settings in PayPal, to see if there might be a cause for this, but was unable to locate anything that stuck out to me. I thank you so much for your time and your work; hopefully at least the problem might be narrowed down to something.
(Edited)
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Drew N, Community Manager

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It is my pleasure. Please let me know when you get a response from them and what they say. We will continue to look at it though.

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