What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Infusionsoft and Notifier are not triggered after completing Paypal payment transaction

    Asked by ainsleyrodriguez on December 31, 2016 at 01:20 PM

    I've got a form with paypal that works really well.

    I then found out that jotform works with InfusionSoft so integrated the form with infusion soft so i don't have to manually add the customers details once jotform sends me the login details.

    I hit preview, filled in the form, made a payment from my personal paypal account and i received no email from jotform to say the forms been filled out, nor did the data go into infusion soft.

    If i remove PayPal from this form, the email is received and the data is sent to jotform.

    Which means when a customer pays via PayPal (it seems like the data is being lost) and not sent, how can this be fixed?

     

     

  • Profile Image
    JotForm Support

    Answered by EltonCris on January 01, 2017 at 12:09 AM

    That's weird. Once the payment is completed, you should receive an email from JotForm with the payer's details and the submissions data.

    Perhaps the payment was not completed? Note that incomplete payments will not trigger the email notifications by default. You can find the incomplete payments in your form submissions page. Guide: http://www.jotform.com/help/135-How-to-View-Pending-Submissions?. You can also decide there whether to ignore the payment or mark it as complete.

    We also have a guide on how to test PayPal form https://www.jotform.com/help/390-How-to-Test-Paypal-Payment-Form

    I'd also suggest reviewing these FAQs to understand more about incomplete payments and how to complete the paid submissions on Paypal http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.

    If you have further questions, let us know.

  • Profile Image

    Answered by ainsleyrodriguez on January 01, 2017 at 07:06 AM

    Hey Elton,

    I just checked and 99% of the payments are showing as incomplete (even though i see the money in my paypal and paypal email me a confirmation)

     

    Why is jot form thinking they are incomplete? 

  • Profile Image

    Answered by ainsleyrodriguez on January 01, 2017 at 07:26 AM

    So i've created a new test form.

    https://form.jotformeu.com/63656589961374

    I've integrated Infusion soft and paypal. 

    I've changed the paypal iPN to 

    https://www.jotform.com/ipns/paypal.php

    and it is set to enabled.

    This is also recording data as I can see in the IPN history page.

    The issue now is, once i've filled and paid -

     

    1) i get no confirmation e-mail from jot form

    2) the details of the form filler do not go to infusion soft.

     

    I also repeat, if i remove paypal integration  the data goes straight to infusionsoft. So the issue is with jotform not understanding the payment was completed from Paypal. 

     

    please help 

     

     

     

  • Profile Image
    JotForm Support

    Answered by Welvin on January 01, 2017 at 11:55 AM

    Let me investigate this and get back to you. 

  • Profile Image
    JotForm Support

    Answered by Welvin on January 01, 2017 at 12:21 PM

    I have tested your form. Can you check? I see no email log to our end, but please check to confirm. There might be a delay on the form.

    In Infusionsoft, please search my name Welvin Cudas, see if there's one there.

    I have tested both with a real transaction and integration and I cannot replicate it. Here are the screenshots of my test on a cloned version of your form:

     

  • Profile Image

    Answered by ainsleyrodriguez on January 01, 2017 at 01:21 PM

    Hey Welvin,

    Hope all is well.

    I got no email from jotform nor did the data go to infusionsoft.

     

    only got an email from paypal to say you signed up.

     

    please help thanks

     

  • Profile Image
    JotForm Support

    Answered by candy on January 02, 2017 at 01:59 AM

    Hello,

    I have cloned your test form into my side in order to test it. I have set up the Infusionsoft integration to the form.

    It is normal that if you did not receive any notification email without entering PayPal login credentials. The submission goes into the Incomplete Payments(Please check the guides that my colleague EltonChris has already supplied in the previous comments.) After completing the payment manually, I have received the notification email as you can see below:

    After completing payment manually, I have seen that the data has submitted into the Infusionsoft Contacts successfully as you can see the screenshot below:

    I recommend you check your integration again. 

    Just in case, I have checked your email address if it is in our bounce list and I have seen that it was not in our bounce list. There is not any issue related to your email address not to receive emails from JotForm.

    Please check again and do the same steps on your side. If the issue still persists, let us know.

    Thanks in advance.

  • Profile Image

    Answered by ainsleyrodriguez on January 02, 2017 at 10:43 AM

    The payment is being completed and isn't showing as incomplete payments.

    See screenshot

     

    and still no sign of the email form jotform or is being sent to infusionsoft. 

  • Profile Image

    Answered by KadeJM on January 02, 2017 at 11:21 AM

    I've attempted this but, unfortunately so far my results are the same as my colleagues.

    I noticed on your form that you've got it set to not charge for the first five days.

    Try removing that or making a secondary product to select without it to see if that makes any difference at all with receiving it.

    Additionally, I will look into this deeper and see what else I can find to try to help rectify the issue.

  • Profile Image

    Answered by ainsleyrodriguez on January 02, 2017 at 12:15 PM

    can i provide logins securely to our infusion soft to show you that it's not working?

    We've attempted to change the products to a fixed fee already, that didnt work. 

  • Profile Image
    JotForm Support

    Answered by Welvin on January 02, 2017 at 12:34 PM

    Sure. That will surely help us to troubleshoot the problem in your form. Please send the login details to support@jotform.com for security. 

    Are you still not getting the form emails? I think we will have to split the problems to separate threads so we can address them individually. 

  • Profile Image

    Answered by ainsleyrodriguez on January 02, 2017 at 01:05 PM

    If I send infusion soft logins could you get it working with your PayPal and my infusionsoft? Then it's a case of just changing the PayPal email to mine? Do I need to reference the email with logins to anyone?

  • Profile Image
    JotForm Support

    Answered by Welvin on January 02, 2017 at 01:16 PM

    I am willing to keep your Paypal account in the form and use my own for sending payment :) I'm sure, you'll refund the payment or we can set it to 0 on first payment for subscription based form. Just like how you set up the form.

    Just send it and let us know here so we can check the email right away. You can use this thread as the reference. 

  • Profile Image

    Answered by ainsleyrodriguez on January 02, 2017 at 02:27 PM

    Sent, email subject is Amen - Wow Form.

     

    Thanks

  • Profile Image
    JotForm Support

    Answered by Welvin on January 02, 2017 at 03:39 PM

    Thank you. I will keep you updated for the result. 

  • Profile Image
    JotForm Support

    Answered by Welvin on January 03, 2017 at 01:07 AM

    I'm sorry for taking too long to update you. I am still cannot make it work on your form, but it's working on the cloned version of your form. 

    I will test your form without the Paypal field and let you know. I think the problem is with the Paypal field not sending the IPN message correctly. Once the form is submitted and Paypal is paid, it should automatically redirect you to the thank you page and that should work trigger the integration.

    Thank you for your patience.

  • Profile Image

    Answered by ainsleyrodriguez on January 03, 2017 at 04:01 AM

    How can i clone your form back to my jotform account.

    Can i send you my jotform logins?

    I need this form to work;

    accept payments

    and send data to infusionsoft. 

    happy to email my jotform logins if needed

     

     

  • Profile Image
    JotForm Support

    Answered by Chriistian on January 03, 2017 at 04:34 AM

    Hi,

    For the meantime, you can also clone your own form and try to re-integrate the Infusionsoft on your form. 

    Here's a guide on How to clone an existing form from your account.

    If issue still persists, please let us know.
    Regards

  • Profile Image

    Answered by ainsleyrodriguez on January 03, 2017 at 05:06 AM

    How can i clone your form back to my jotform account. ( i know how to clone mine but that's not fixing the issue)

    Can i send you my jotform logins?

    I need this form to work; 

    1. accept payments from paypal

    2. send email notification back to me once done

    3. send data to infusionsoft. 

    happy to email my jotform logins if needed

  • Profile Image
    JotForm Support

    Answered by liyam on January 03, 2017 at 06:14 AM

    Hello,

    You can try cloning this form, set your integration settings here and see if this time it works: https://www.jotformpro.com/form/70022270205943

    Regarding your email, I see that Welvin marked it already and he should be back with a result of his test. 

    Thanks.

  • Profile Image

    Answered by ainsleyrodriguez on January 03, 2017 at 02:46 PM

    Hey Welvin, any luck?

  • Profile Image

    Answered by ainsleyrodriguez on January 04, 2017 at 11:47 AM

    Hey Welvin, any luck?

  • Profile Image
    JotForm Support

    Answered by Welvin on January 04, 2017 at 01:45 PM

    My apologies for not getting back to you the other day. 

    When Paypal is not filled, the Infusionsoft and Email will work. If Paypal is filled, both Infusionsoft and Email won't work. I think the problem is related to the IPN. Please verify your IPN settings and make sure that no spaces in the URL. 

    Would you also mind taking a screenshot of your IPN settings and upload it here? I wonder if the IPN interface has changed to your end. I would also suggest checking if your IPN History page for additional information if the messages have failed or disabled or something like that.

    https://developer.paypal.com/docs/classic/ipn/integration-guide/IPNOperations/ 

    Lastly, I will forward this thread to our developers so they can help us investigate the cause and to help us fix this on your form/account. We will keep you updated. 

    Thank you for your patience. 

  • Profile Image

    Answered by ainsleyrodriguez on January 04, 2017 at 02:22 PM

    is this all i need to do on PayPal?

  • Profile Image
    JotForm Support

    Answered by Nik_C on January 04, 2017 at 04:10 PM

    Yes, I think that's the information that my colleague was looking for, this message will reach him and our developers.

    Thank you!

  • Profile Image

    Answered by ainsleyrodriguez on January 05, 2017 at 09:11 AM

    OK, when can I get an update? Forms not been working  since 31st December 

  • Profile Image
    JotForm Support

    Answered by candy on January 05, 2017 at 09:33 AM

    Hello,

    I have checked and seen that one of our developers has already been working on it.

    Unfortunately, we can not estimate time for investigating this issue. You are going to be informed via this thread.

    Thank you for your understanding.

  • Profile Image

    Answered by ainsleyrodriguez on January 05, 2017 at 09:49 AM

    just another note, i have 2 paid Jot form accounts and 2 paid infusion soft accounts.

    neither of them are working.

     

    Welvin has logins to my infusionsoft. 

  • Profile Image

    Answered by KadeJM on January 05, 2017 at 10:24 AM

    Thanks you for letting us know about that and we do sincerely apologize for the wait but, would appreciate and thank you in advance for your continued patience.

    We do have your issue assigned to be looked into as an urgent matter but generally we do not promise any sort of timeframes because fixes can sometimes take awhile depending on the issue or our developers workload with other problems ahead of this one you are having now.

    Additionally, our developers will usually inform you once they've fixed the problem or by letting us know it was fixed to allow us to inform you about it if needed.

    I would like to kindly ask for a little bit more time for this even though I know this not working for you is an inconvenience and you are more then welcome to check back in after a few days again if you'd like.

  • Profile Image

    Answered by ainsleyrodriguez on January 06, 2017 at 06:19 AM

    Hey Welvin, Can i send you logins to my jotform and paypal.

     

    That way you have all 3 jotform, paypal and infusion soft and surely should be able to fix the issue?

  • Profile Image
    JotForm Support

    Answered by ashwin_d on January 06, 2017 at 06:56 AM

    Hello ainsleyrodriguez,

    Your message has reached my colleague @Welvin and also the developer who is looking the issue. 

    They will get back to you if they need your password. 

    Thank you!

  • Profile Image
    JotForm Support

    Answered by Welvin on January 06, 2017 at 02:38 PM

    We can actually access your form from our dashboard and can do the changes there. However, I don't think it's a good idea to access your Paypal account from my location. We are not from the same country and Paypal, I'm sure, would restrict the access and will limit your account in return. 

    Can you instead check your IPN History in Paypal whether there are IPN that have failed or disabled? That will help and I'll note it on my report. 

    Also, note that the report is already assigned to our developer so most likely, they have already checked this. Again, we'll let you know on this thread as soon as we have an update.

  • Profile Image

    Answered by ainsleyrodriguez on January 07, 2017 at 11:22 AM

    nothing failed in here;

  • Profile Image
    JotForm Support

    Answered by Mike on January 07, 2017 at 03:03 PM

    Thank you for provided screenshot. This thread will be updated as soon as we have any more information for you.

  • Profile Image

    Answered by ainsleyrodriguez on January 07, 2017 at 05:47 PM

    just wondering if any of the 3 below should have something in ?

     

  • Profile Image
    JotForm Support

    Answered by EltonCris on January 07, 2017 at 11:24 PM

    Those are optional features. You can leave them as they are unless you require them.

    IPN Relay - That is explained in the FAQ page https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ (check the last context)

    Pending Payment Email - If you want to receive notifications on pending payments, set this to yes.

    Fetch Data from a Text Field - If you want to pass a value from the textbox field to the payment transaction. 

    Our developers will follow up pertaining to the issue as soon as they can. Thanks

  • Profile Image
    JotForm Support

    Answered by ashwin_d on January 10, 2017 at 12:16 PM

    Hello ainsleyrodriguez,

    Unfortunately we have not received any update form our backend team yet. We will get back to you as soon as we have any update from them. I am also sending a note to the assigned developer as well.

    Thank you!

  • Profile Image

    Answered by ainsleyrodriguez on January 12, 2017 at 01:41 PM

    December 31, 2016 at 01:20 PM ticket was opened, still not resolved.

    If anyone is thinking of purchasing Jotform for infusionsoft or PayPal payments then I recommend not to until you these this thread signed off as Fixed.

    I've had to go and purchase another form from another company (won't say their name) and that works fine. So using that for now but as i've paid would like my Jot form working asap. 

  • Profile Image
    JotForm Support

    Answered by NeilVicente on January 15, 2017 at 04:48 AM

    Hi Ainsley,

    We are terribly sorry the delay in update, but we have just figured out the cause of the problem and applied a fix.

    Please do try it again on your form, or a test form, then let us know how it goes for you.

    Best,