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Why do I see the error "Payment Error: (502) - Unexpected Error" when submitting a payment form with Braintree as my payment processor?

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If a visitor is reporting the following error when attempting to submit a payment form in the Donations, Events, or Shop app with Braintree as your payment processor, there are several issues that could be causing it, as this is something of a catch-all error that Soapbox receives from Braintree when it's not able to connect to your Braintree account:

Payment Error: (502) - Unexpected Error

To resolve this issue:

  1. Review your Braintree credentials in Soapbox to ensure they are accurate;
  2. Log in to Braintree and confirm that the Braintree user associated with the credentials entered into Soapbox still exists and is not set to Read Only access; and
  3. Review any recent changes you may have made in your Braintree account, particularly to the users within that account, to see if these may be relevant to the error, particularly if payment forms had been successfully submitting previously.

If none of these resolve the error, please open a ticket with the Soapbox Support team and we'll be happy to help you figure out what might be causing the issue.

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