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

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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.


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    Square payments not going through

    Asked by citydogcountrydogtraining on March 14, 2017 at 01:34 PM

    Good morning,

    I have a situation where two of my clients entered the credit card information and the payment did not come through.  I tested the form and cannot replicate the problem and other clients payments are coming through fine.  these were the two forms affected so far.

    https://form.jotform.com/70144396756160 - Clients are also reporting this form is "timing out" or won't let them submit with payment information entered.

    https://form.jotform.com/70170708086152

     

    I am trying to get more specific information from another client who says that this form won't accept her payment information.   Here is the link for that form.

    https://form.jotform.com/60877740833161

     

    We've got 10 forms active for our 2017 events with Square payment widget added and in the first week of roll out problems are already popping up but they are sporadic.   Working for some clients not working for others.   Clients are reporting attempts to switch browsers to solve the problem and it's not helping.

    You've always been awesome at helping with kinks so I hope you can work your magic again.

     

    Mary

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    JotForm Support

    Answered by AIDAN on March 14, 2017 at 02:41 PM

    Hi Mary, thank you for contacting us.

    Your decision to try to get more specific information from the clients who had problem is exactly what we would have recommended, because when testing the forms works for us in addition to you and several clients of yours, that confirms to us that the Square integration itself is working properly, otherwise none of us could have reported a success.

    Acquiring more information would hopefully help us assist you better, as the causes can vary from clients temporary connectivity or ISP issues, clients browsers compatibility such as the use of javascript blocking extensions/plugins for instance, user error when entering payment details.. and so on.

    I hope this helps. Please get back to us, we are awaiting your reply. Thank you.