Not getting notified when payment in WorldPay integration is made

  • Profile Image
    saltairetraining4life
    Asked on October 23, 2017 at 08:10 AM

    Hello

    When a customer enters a payment amount and submits the form, it takes them to the external site for payment.  I will then receive details, by email, of the payment having been made. 

    However the form does not get submitted and I receive no notification of submission.

    The form is only submitted, and I get notification, if no payment amount is entered into the payment box.

    Everything was working fine up until about 2 weeks ago.

    Please help, urgent.

  • Profile Image
    Welvin
    Answered on October 23, 2017 at 11:25 AM

    You have existing submissions in the form, so I assumed you are receiving the notification for some submissions. 

    I checked your integration and I found out that you have a space in the Installation ID. I am not sure if this is causing the problem but I removed it for you. 


    Also, please confirm if you have configured the final integration steps as shown in the image below:

    These last steps are vital, so we'll know if the payment has been made. This will tell our system to send the notification for successful payments. 

  • Profile Image
    saltairetraining4life
    Answered on October 23, 2017 at 01:43 PM
    Thanks for your help, however, this has not resolved the issue.
    There is no problem with the payment being logged, I get confirmation of this.
    The form does not get submitted when a payment is made. But when a payment is not made, the form is submitted.
    If we can have phone contact, I will be able to explain the problem. I am losing customers so it is very important.
    Howie Javed
    MHFA Trainer
    email: howiejaved@saltairetraining4life.com
    http://www.saltairetraining4life.com
    Tel: 07855 529339
    [1488931728508_PastedImage][1488931740990_PastedImage]
    ________________________________
    ...
  • Profile Image
    saltairetraining4life
    Answered on October 23, 2017 at 01:43 PM
    This was all working fine up until about 2 weeks ago.
    Howie Javed
    MHFA Trainer
    email: howiejaved@saltairetraining4life.com
    http://www.saltairetraining4life.com
    Tel: 07855 529339
    [1488931728508_PastedImage][1488931740990_PastedImage]
    ________________________________
    ...
  • Profile Image
    Nik_C
    Answered on October 23, 2017 at 03:19 PM

    We're sorry for the inconvenience.

    I checked your submissions and I found out that the last submission with payment was on 10th of October. 

    Also, I noticed that since then, you had incomplete payments, 26 of them:

    1508785967Screen Shot 2017-10-23 at 9.13

    Could you please check those payments and see if you receive those on WorldPay's side?

    Also, more about Incomplete payments you can check here https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    We'll wait for your response.

    Thank you!

  • Profile Image
    saltairetraining4life
    Answered on October 23, 2017 at 03:43 PM
    We have received all the payments........ the problem is that we are not getting the forms. They are not getting logged even though the payments are made. They only get logged when there is no payment.
    Is it possible to speak with someone so that I can explain. You are not understanding what the problem is. I have tried to explain but your answers show that you are not understanding.
    You can call me on 07855529339
    Hope you can help soon.
    Howie Javed
    MHFA Trainer
    email: howiejaved@saltairetraining4life.com
    http://www.saltairetraining4life.com
    Tel: 07855 529339
    [1488931728508_PastedImage][1488931740990_PastedImage]
    ________________________________
    ...
  • Profile Image
    Kiran
    Answered on October 23, 2017 at 06:27 PM

    Unfortunately, we are not offering telephone support at the moment. Please be noted that this support forum is our primary support. Your questions on this support forum shall be answered in a timely manner. 

    I understand that the submission is not getting complete to display in your JotForm account though you have received the payment from the form. Unfortunately, I do not have testing credentials for WorldPay. In order to investigate the issue further, could you try integrating WorldPay on a different or a new form for testing and make a test payment? 

    Let us know how it goes.

  • Profile Image
    saltairetraining4life
    Answered on October 23, 2017 at 07:43 PM
    Is it possible to revert the form to a particular moment?
    The error has begun to occur after the change made at 23:44 on 10th Oct. It worked fine after the change made at 17:41.
    If the form can be reverted to the 17:41 state, it may clear the problem.
    Thanks
    Tue, 10 Oct 17 - 23:44
    You have updated MHFA Course Information & Enrolment Form
    *
    Tue, 10 Oct 17 - 17:41
    You have updated MHFA Course Information & Enrolment Form
    Howie Javed
    MHFA Trainer
    email: howiejaved@saltairetraining4life.com
    http://www.saltairetraining4life.com
    Tel: 07855 529339
    [1488931728508_PastedImage][1488931740990_PastedImage]
    ________________________________
    ...
  • Profile Image
    Kiran
    Answered on October 23, 2017 at 10:11 PM

    Were there any changes made to the form at that time? If so, you may revert the form to an earlier working version from the form revision history. Please refer to the guide below that can help you with reverting the form.

    https://www.jotform.com/help/294-How-to-View-Form-Revision-History

    Let us know if that helps.

  • Profile Image
    saltairetraining4life
    Answered on October 24, 2017 at 02:43 AM
    Yes changes were made at this time. However it will only allow me to revert back up to 6 days ago. The change needed is more than that. Also if I revert back will I lose data or will only the form change?
    Howie Javed
    MHFA Trainer
    Tel: 07855 529339

    ...
  • Profile Image
    Nik_C
    Answered on October 24, 2017 at 04:15 AM

    What I meant earlier with incomplete payments is that is normal not to receive notification for such submissions when the option for sending those Notifications is off:

    1508832267Screen Shot 2017-10-24 at 10.0

    Since you said you're receiving payments on WorldPay's side, but those payments are obviously ending in Incomplete section, I will forward this issue to our backend team for further investigation.

    Regarding your last question, if you're reverting your form, it can affect data if fields were added/removed since such fields will disappear or show in submissions page.

    We will notify you further through this thread.

    Thank you for your patience.


  • Profile Image
    olivia
    Answered on October 25, 2017 at 09:33 AM

    Hi @saltairetraining4life,

    We are sorry for the misunderstanding.

    There was an issue about WorldPay UK and we fixed it on 20th Oct. The issue was about the IPN response URL in your WorldPay UK account settings.

    You need to update the IPN response URL in your WorldPay UK account to following address:

           https://ipn.jotform.com/ipns/worldpay.php

    Please try to replicate your issue again after the change. The problem should be fixed but if the issue still persists in your case, please let us know.

    Thank you.