PayPal Pro payment errors when leaving Street Address Line 2 empty

  • Profile Image
    scarlett2000
    Asked on December 05, 2016 at 05:19 AM

    Hello,

     

    I have had numerous customers that have tried to order from my website using a jot form with paypal pro. If they do not fill out the second address line, I am told it comes up as an error. They then try again and fill in the second address line and it works. However, there have been many times where people have been charged the first time even though it said there was an error.

     

    I have had to refund at least ten customers. This is not good for business.

     

    What can I do to remove the second address line in PayPal Pro payments?

     

    Thanks'

     

    regards

     

    Matt

  • Profile Image
    Boris
    Answered on December 05, 2016 at 06:21 AM

    We are sorry to hear about the troubles you've experienced, Matt. I have cloned one of your forms into my account for testing, integrated it with a PayPal Pro account, and the submissions seem to be going through fine even with the "Street Address Line 2" empty.

    For example, this is how a test submission was filled:

    And this was shown upon clicking the Submit button:

    The submission also appears correctly in my submissions page.

    Considering that the form appears to be functioning as intended in these tests, can you please provide the link to the page where your form is embedded, so we can take a look whether there is a scripting conflict or a problem with the way your form was embedded there?

    Additionally, could you please provide a screenshot of the error your customers have received, so that we know what the error is about, and whether it is coming from our system, or from PayPal, or indicating something else entirely.

    We look forward to your response with these additional details, as we'd love to help you get this matter resolved, and the forms appear to be working fine in our tests over the form's direct link. Thank you.

  • Profile Image
    scarlett2000
    Answered on December 05, 2016 at 06:45 AM
    Hi Guys,
    these links are to the jotforms that I am having a lot of trouble with.
    https://www.seproductions.com.au/ministry-of-dance.html
    https://www.seproductions.com.au/innis.html
    When I did a test for one of these forms it asked me to fill out all the spaces in the address lines.
    Regards
    Matt
    ...
  • Profile Image
    Boris
    Answered on December 05, 2016 at 07:10 AM

    Thank you for providing those links, I do see that for one, there is a possible scripting conflict between JQuery scripting library of your Muse website, and the prototypeJS scripting library of our JotForm forms.

    In order to overcome a scripting conflict, please re-embed your forms with our iFrame embed method:

    https://www.jotform.com/help/148-Getting-the-form-iFrame-code

    Re-embedding means to simply replace the currently used script embed codes with the iFrame embed codes. iFrame will help prevent most kinds of scripting conflicts between your site and the form.

    Should the problem continue after the above mentioned change, please do let us know and we'll gladly take another look whether there is anything else causing the issue. Additionally, in such a case please do take a screenshot of any error you might receive, and upload it along with your response in our forum.

    You can upload images with your responses by following instructions posted here:

    https://www.jotform.com/answers/277033-How-to-add-screenshots-images-to-questions-in-support-forum

    And your current support thread can be found here:

    https://www.jotform.com/answers/1003728

    We're looking forward to hearing how it goes.

  • Profile Image
    scarlett2000
    Answered on December 05, 2016 at 08:45 AM
    Hi,
    A very strange thing has happened. When I opened Adobe Muse in the design the jot forms are a year or so old, yet when I do a preview of the very same web page it shows the current jotform.
    Any ideas why this is happening?
    Regards
    Matt
    ...
  • Profile Image
    owen
    Answered on December 05, 2016 at 09:41 AM

    Hello Matt,

    As far as I have understood you previously embedded the source code of your JotForm form in Adobe Muse along with the rest of the code of your website. When you view it on Adobe Muse itself it somehow publishes an older version of your form. However, when you preview it you manage to get the current look of it. I hope I am right about this. 

    My assumption is Adobe Muse somehow caches the existing look of your form during the embedding process. However, when you go live with the codes it updates them to their current corresponding look. What I suggest you is to get your source code again(or whatever embed option you opted to apply previously) and inject the code in Adobe Muse. It should appear with its current version. 

    By the way, have you tried embedding your form with iFrame as my colleague suggested? It should resolve the issue with your payment field. 

    Please contact us again if you need any further assistance. 

    Regards

  • Profile Image
    scarlett2000
    Answered on December 05, 2016 at 03:45 PM
    I shall try that, thanks very much for your help.
    ...
  • Profile Image
    jonathan
    Answered on December 05, 2016 at 07:19 PM

    Please let us know if issue is still not resolve.

    Thanks.