Form Freezes, when trying to pay

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    Asked on April 17, 2017 at 12:30 AM

    Also, we continue to get reports of people trying to register and having the system freeze up on them when they get all the way to the end and are trying to pay or just before they pay or in the midst of paying. What is up with that?

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    Answered on April 17, 2017 at 01:49 AM

    I checked your form ( embedded on the site you have provided ( but I wasn't able to replicate the issue you are having. The form on the site loads fine on my end.

    However, as per further checking, I noticed that you have used a PayPal Pro Payment Tool on your form. If there are issues when the users fill out your form and trying to pay, please make sure that you have correctly set up the PayPal Pro integration on your form.

    Here are the guides may help you:

    How to Enable IPN for Paypal Pro

    Difference Between PayPal & PayPal Pro

    How to Obtain PayPal API Credentials

    Paypal Incomplete Payments FAQ


    Do let us know if you need further assistance.


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    Answered on April 21, 2017 at 10:30 AM


    Our PayPal Pro is set up correctly. It has been checked and re-checked and works for MANY people. BUT MANY people have trouble with jotform freezing on them when they are almost done with their registration. It quite often happens before they actually get to the payment process. I have not been able to replicate myself, but have occasionally gotten or found on jotform "incomplete" payment notices for a few of these people.

    What would cause your system to freeze when someone is in the midst of completing a form?


    Tink Rabey-Hall

    Camp Wightman

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    Answered on April 21, 2017 at 12:35 PM

    I have tested your embedded form and I was also not able to replicate mentioned issue. When I submitted your form I got redirected to Paypal checkout page.

    Do you maybe know which browsers and devices used users that reported this issue? 


    I saw that you have two more threads. My colleage will provide you an answer on this thread regarding "incomplete" payments: