account admin contact copied customers decided due fixed free indeed information issue order payment paypal placed preferences screen standard support transaction updates working

We are aware of the ongoing issue this morning with PayPal Website Payments Pro users getting Restricted Account errors at checkout, and we are working with PayPal to resolve the problem. We will update this thread with news as we get it, and we apologize for the inconvenience.

UPDATE: We've gotten the all clear from PayPal. The problem has been fixed and everyone can safely switch back to Website Payments Pro in their carts if they switched, just follow these steps:

- Log into your E-junkie account and go to Seller Admin > Edit Payment Preferences
- Check the Website Payments Pro box at the bottom of the screen and save your settings


This issue was caused by PayPal mistakenly restricting our own 19.5 Degrees PayPal account, among the other problems this caused for us it shut down our API key which is necessary for using Website Payments Pro with our cart. This is why there was a 10002 Restricted Account error appearing during checkout for all of our clients using PayPal Website Payments Pro.

We understand that this has had a huge negative impact on your businesses. Now that the problem has been finally fixed we are asking PayPal to help make things right for those of you who were affected by the error this morning. We'll keep you posted on what comes of that, and appreciate your patience.

Any updates yet? When do you think this will be resolved?

Am posting too on this thread since I need to be copied on updates and any ETA.

inconvenience? damages is more like it.

HUGE loss in revenue for us! So incredibly upset by this!!!

I feel your pain...We've lost tens of thousands of dollars in registrations this morning alone - it is more than an inconvenience...its huge loss revenue. this same thing happened to us a few weeks ago as well. E-junkie said it was paypals fault, paypal said it was on ejunkies end and it mysteriously resolved itself after 8 hrs??!?!? I think its finally time to switch shopping cart providers.

I tend to think it is PayPal ... I know they were doing updates and switching servers. I think I will get rid of PayPal Payments Pro and switch to Authorize.net.

I'm with you guys! We've got three separate promotions going on today, and have lost more than 250 sales so far (that we can account for). Our support channels are exploding. Thanks, E-junkie. It'll take more than a simple apology to keep our business.

cre8iveI tend to think it is PayPal ... I know they were doing updates and switching servers. I think I will get rid of PayPal Payments Pro and switch to Authorize.net.

there is no mention of errors on twitter for paypal except the one associated with e-junkie

cre8iveI tend to think it is PayPal ... I know they were doing updates and switching servers. I think I will get rid of PayPal Payments Pro and switch to Authorize.net.

Nope. I'm receiving payments from other sources in my PayPal account. While I have my own issues with PayPal, this one's more than likely due to E-junkie letting their secure certificate lapse, or some other negligence that has resulted in their API account being revoked.

From PayPal's documentation: "10002 Restricted account. Account is restricted. Your PayPal merchant account has been restricted. Contact your PayPal account manager for resolution."

It's been about an hour since the official news, any updates?

We've been dealing with our PayPal representative about the issue, which appears to be born out of a misunderstanding regarding account information for 19.5 Degrees (E-junkie's parent company).

This is an issue that popped up briefly a few weeks ago and was quickly solved as something PayPal described to us at the time as a "glitch" while simultaneously telling our clients who had called about the issue that it was something on "our end."

Unfortunately PayPal decided to restrict the 19.5 Degrees account without notice this morning despite earlier communications to the contrary, which is also disabling our API key necessary to communicate between users of PayPal Website Payments Pro and our cart, and their service agents are again telling our mutual clients that this is a problem on our end

We again apologize that this issue between PayPal and E-junkie has caused so much disruption for our clients, and we hope to see the issue resolved shortly. We are also making sure that something like this cannot possibly happen again due to a misunderstanding on PayPal's part.

Indeed Paypal is saying the issue is with e-junkie.

In the meantime I have switched to using Paypal Standard Payments to stop losing sales.

Please let us know when Website Payments Pro is working with your cart again.

We've not heard anything yet, we're still trying to get in touch with everyone who is being affected by this problem.

Switching to Standard will get rid of the buggy credit card checkout option and can be switched back quickly, so that's a good idea.

If anyone else wants to temporarily switch their cart to PayPal Website Payments Standard in the meantime go to Seller Admin > Edit Payment Preferences and switch the check box at the bottom of the screen from PayPal Website Payments Pro to PayPal Website Payments Standard.

When the problem is resolved you can switch back just as quickly to restore the credit card option.

RAWNUTSIndeed Paypal is saying the issue is with e-junkie.

In the meantime I have switched to using Paypal Standard Payments to stop losing sales.

Please let us know when Website Payments Pro is working with your cart again.

THANK YOU for this valuable suggestion!!! :)

I'm a long-time e-junkie supporter, and I'm also having this issue. Please keep me updated.

Larry Weaver
Fun Awards
http://www.funawards.com

Switching to Paypal Standard Payments worked for me, thanks for the suggestion and here's hoping the credit card issue will be resolved soon.

One of my customers just placed an order so it appears that it is fixed. Can you confirm?

I was working with the customer earlier before I knew about this problem. So it wasn't working for him before but he was just now able to process it.

I haven't received any official word from PayPal yet but we just got a test transaction to go through on this end.

I'd recommend sticking with Standard for the moment but it looks like we might finally have this one nailed shut. I'll let you know when we finally get confirmation from PayPal.

EDIT: mkp007, that is great to hear, looks like we both got something through at the same time. :)

E-junkie, please do you best to prevent this issue from reoccurring down the road. This situation could have been much worse if it happened well outside of your business hours.

I have lost a lot of money and the rest of today and tomorrow will be about answering complaints over payment issues.

Maybe you could provide a few month free service to your clients who were affected by this error.

Just a suggestion...