- clcpromotionsAsked on March 30, 2017 at 01:01 PM
Form has been working fine then last night people are no longer able to submit through PayPal
This is the second time this has happened to me - I tried the solution from last time with no success. Here is the form:
This form is not working either:
- JotForm SupportWelvinAnswered on March 30, 2017 at 04:06 PM
We're investigating this problem. I cannot replicate this into a new form, but the problem does exist in the cloned version of your form.
- clcpromotionsAnswered on March 31, 2017 at 07:51 AM
This still isn't working. Do you have any idea how long it will take you to fix the issue.
As I stated, this is the second time this had happened at an extremely bad time for my business. Is there no urgency around the fact that I'm completely down and unable to accept payments?
- JotForm SupportsethAnswered on March 31, 2017 at 11:22 AM
I can replicate the issue on your form, but I can't replicate it on my forms. It is working on my end.
Could you please contact to PayPal support? Because it seems to not related to our integration.
We are awaiting your response.
- clcpromotionsAnswered on March 31, 2017 at 11:53 AM
We've contacted PayPal and on their end everything is working. We have other forms (custom coded by someone else) running through PayPal that are working fine. They insist the issue is on JotForm's end.
Since this is an issue that's come up for us before, and other users, may I suggest JotForm clone a bunch of forms to use regularly to test? Cloning forms may not show the issue immediately, as they've worked for long periods of time for us and then inexplicably stopped working, but with enough use over time it may show you what the problem is.
We're desperate for a solution. In our application, each form is a legal document that cannot be deleted, and we cannot create a new form to replace it for that reason. We're stuck using the forms currently in place, and we have to find a solution to get these usable again. What little research I've done online makes me wonder if it could be somehow related to the cloned form's re-use of any key supplied by PayPal. Is that type of thing created and unique for each new form, but copied on cloned forms? It may not be related, but I'm just trying to brainstorm anything right now. We're up against a deadline and we're going to be in a very, very bad spot soon.
- JotForm SupportKiranAnswered on March 31, 2017 at 02:29 PM
I have tried cloning your JotForm to my account and see that the same error is being displayed when I tried to submit the form. However, the other forms seem to be working fine. I was handling a similar thread earlier and came to know that using the Merchant ID could resolve the issue which was mentioned by one of our users. However, I notice that you are already using the Merchant ID instead of PayPal email ID.
As I further research on this issue, I see that few users were able to resolve by updating the billing address in the PayPal account. Also, please let us know if you have made any recent changes to your PayPal account. Please check if you are receiving this error for any other PayPal integrated forms in your account.
I am also forwarding the issue to our backend team to take a look. Once we have any information in this regard, you'll be posted here. Since it might take a while, please see if you can create a clone of this form to continue receiving the payments.
- clcpromotionsAnswered on March 31, 2017 at 04:01 PM
Unfortunately we're not allowed to use another form for these events, so cloning again would not be an option.
Can you explain the solution of updating the billing address in PayPal any further? The addresses are correct, and entered exactly as they should be, so there's really nothing we can do there, unless I'm looking at the wrong area of our account.
- JotForm SupportKiranAnswered on March 31, 2017 at 05:17 PM
The following help document from PayPal might help you in updating the billing address of your PayPal account.
- RSIAnswered on April 01, 2017 at 11:52 AM
This is a PayPal issue. We have the same problem. All of a sudden it error-ed out when redirecting our cart to PayPal, as of March 31st, 2017. This is as "<form name='fmrPP'..."
Things don't appear to be working at the moment. Please try again later.
We sent in a support ticket to PP to have them fix this. This issue has happened before (last year) and they fixed it. The clam up and didn't even tell us they fixed the problem. this looks to be the same type of issue. We offer Stripe (online credit card processor) because of past issues. You dont have to worry about being PCI compliant either. Anyway - just an FYI.
- CharlieAnswered on April 01, 2017 at 01:09 PM
Hi, thanks for sharing the information here. The issue is also escalated to our developers to have it checked and fixed. If there are any news from our developers you'll get an update directly on this thread.
- RSIAnswered on April 02, 2017 at 10:38 AM
We have sent in multiple requests to PayPal support to get this addressed, but they are not responding. We have not changed the way our cart gets sent to PayPal. The code has been in place for years now. This is definitely something on their end, not yours, if you didn't change anything. The top of the url from PayPal is this:
The amount properties on our end are the same as its always been. The submit form is also fine with the proper syntax.
We did do some browsing around and found others with this issue as well. Good luck working with PayPal!
- JotForm Supportashwin_dAnswered on April 02, 2017 at 11:26 AM
Thank you for sharing the additional information.
This issue is already reported to our backedn team. Though we cannot provide and ETA on this but we will get back to you as soon as we have any update from them.
- clcpromotionsAnswered on April 03, 2017 at 11:35 AM
Thank you, JotForm staff, for continuing to research on your end. RSI's error is NOT the same error as we're experiencing, and their assumption isn't helpful in this case.
In our case, PayPal stated there's nothing they see on their end that would cause this. Of course, opinions can be wrong and their own research could be mistaken, but I do appreciate all parties continuing to work on this. We have other outlets that use PayPal and none of them are having this issue, including custom coded forms. Our only problems are the JotForms.
- JotForm SupportsethAnswered on April 03, 2017 at 12:05 PM
I investigated your issue further and see that the option on your first product is causing the issue. I can't tell the reason, but you can get rid of this issue by deleting the option on your first product. It will be better to delete the product and re-create it.
Please give it a try and turn back to us with the results.
Thank you very much.
- JotForm SupportNeilVicenteAnswered on April 03, 2017 at 02:52 PM
This is now fixed. Option labels and values have a limit of 64 characters, so JotForm shortens them automatically from now on.