Paypal problem: "incorrect or incomplete number"

Even when info is correct, on multiple cards

[debvh]

I have occasionally heard from customers who were trying to pay by credit card on paypal but kept getting a message saying they had entered an incorrect or incomplete number, even though double-checked everything and may even have tried more than one card.

I have had this same problem myself - after initially making an error I had to do something non-intuitive to get the payment to go through, but I don't remember what. I do remember thinking, I should write this down in case I have to walk someone through the process!

Can anyone help? Thanks in advance.

[stajer]

My guess is the website may require the number to be submitted without any spaces or dashes, but the customer is submitting them with formatting.

[LifeinAsia]

Most of the time (from experience with other processors), it's been user error. They SWEAR they typed in the correct information, when in fact they forgot a digit or transposed a number or mixed up the expiration date. And yes, I'll even admit to doing the same thing myself. :)

[debvh]

I spent a few minutes trying to reproduce the problem and entering the card # with spaces or dashes is probably what did it. The need-to-do-something-odd to re-enter an invalid # no longer appears to be a problem.

I can't believe Paypal can't be bothered to prompt customers that you need to enter the card # without spaces! I've sent an email suggesting that they provide a prompt. I can put a note on my own site, but that will be 2 screens away from where they need to enter the card info, and it will look clunky at best.

[john_k]

I can't believe Paypal can't be bothered to prompt customers that you need to enter the card # without spaces!

I can't believe that they can't simply strip them out as part of the processing.