Paypal renewals not working...no more Paypal subscription / renew services?

Yes.

Make sure you have a good number of your subscription id's ready for them. End result is that they will add you to a list of those of us affected to be fixed once they figure out the bug. I was told yesterday this won't take long - but that's just funny since they don't seem to know why yet

Yes. Someone posted about this yesterday and it's still a problem for me now. I haven't called yet as I'm abroad and don't have the time or patience but they better get it sorted pronto!

It's been like this for a few days now... at first I thought it was me but clearly not!

Hi,

Further info on this renewal mess follows.


ALERT: This renewal glitch is closing out some subscriptions, so contact any clients who have closed during the mess and help them sign back up. They think YOU, the seller, are the one who canceled their subscriptions, and need to know it wasn't you. This has happened here, so sharing the news.


Also, since others have reached out via other channels beside here to confirm having these same Paypal issues, I posted my own companies' case below, since we're back on our feet now, in case the info can help everyone else. And it may take a team effort, so hang in there (a Paypal tech helped us BIG time, so sharing his tips)!




Quick update here after emails and calls to / from Paypal :

1) Several issues are happening right now at Paypal. Among these are serious weather issues (their tech teams are not in sunny California, but up North in Nebraska, I believe, in a snowstorm that has many people unable to get in to work. Staff is short-handed).

2) Paypal has been implementing a new support system, which is why tickets are disappearing, getting closed out, shuffled around, etc. Sometimes you may get a drop down menu there, other times you may get a support desk that’s a little similar to a Kayako one (new). The handling of these tickets is not down to a workable system yet, either.


3) There are 2 numbers for help: a customer service phone number and a technical support number. The tech support number is misleading, as it’s not set up right yet and still routes all calls to customer service.

4) Customer service has to initiate support tickets for tech support UNLESS you get to their new support desk that’s like Kayako’s, and manually create a ticket yourself. If you submit a ticket via the drop down menus (the old way at Paypal), it probably will get lost, misrouted, closed or never read, and regardless: you will NOT be notified of anything at all regarding the status of your tickets or even if they exist.

ALERT: If you call in and in the process, customer service creates your ticket for tech support, it will also probably get lost, mis-routed, closed or never read, and regardless: you will NOT be notified of anything at all regarding the status of your tickets or even if they exist. There is a serious gap between customer support and tech support at this time. So be aware of this. It happened multiple times here the past month on various issues.


5) Tech support has no supervision at this time, as I understand (a tech told me this himself on the phone). All techs are allowed to call themselves “supervisors,” yet there are no official supervisors in their department / area. As there are no systems in place to handle tickets, it’s a bit chaotic right now, especially being understaffed, and as such, these tech want only 1 ticket open per client - -even if you have multiple issues that are totally unrelated. If you open more than one, all are closed BUT one, their choice which to close, and you are not notified of which tickets are closed.

6) Some renewing subscription payments that were in limbo have been processed finally (some of ours were, but not all), and in the meantime, others are still not processing but should, once the techs get the bug ironed out that’s causing the Paypal system issue (the bug started when they kicked something else new into action recently that triggered a reaction that freezes some renewals, stopping them from processing, in non-tech terms).

At this time, the top level tech I spoke with who helped most, said the following, which finally worked here:

A. Report any renewals that appear frozen (ie they are not processing, no one has canceled and it’s not a lack of funds pending, etc.). The best way is to log into their new support ticket system: https://ppmts.custhelp.com/app/home and create a ticket. Include the entire subscription info in it. This will then be added to their queue to jump-start renewals in batches that haven’t processed.

B. If you feel that your tech ticket is being mishandled, ask for a supervisor or higher level tech in the ticket or on the phone.


Company Information:

PayPal, Inc.
2211 N First St
San Jose, CA 95131-2021
Website: http://www.paypal.com
Phone: (402) 935-2050

Customer Service
866-837-1851
6:00am – 11:00pm CST Monday – Friday
8:00am – 10:00pm CST Saturday and Sunday

For technical questions
1-800-852-1973

Bottom line, from what I gathered in all this: Paypal wants to address issues as it evolves, but the kinks in their communications channels that aren’t ironed out to address trouble spots make things worse. Reporting what you can helps them address issues that bottle-neck your operations, and they want to work with you to work out solutions.

OK, here’s to your success! Please ignore any spelling or other errors in this ticket (this has taken a lot of toll on time here, and other resources). Gotta get back with my teams and join in our projects' work