PayPal not always called after submission.

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    dcmga
    Asked on November 03, 2017 at 12:27 PM

    Several people have told me that when they fill out my form and elect to pay with PayPal, after they click Submit, they see the THANK YOU screen rather than the PayPal screen.  If they start over and submit it again, it may work or it may not.  This isn't a problem for most people--just some--and I haven't been able to reproduce it.  Two of those people told me that they were using an iPad, so I thought that was an issue, but the last person who saw this problem was using a computer.  Have I done something wrong in this form that caused this?  Thank you for your help.


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    BJoanna
    Answered on November 03, 2017 at 01:21 PM

    I tested your form, but I was not able to replicate mentioned issue. I was redirected to the Paypal checkout page.

    1509729634paypal.JPG

    I also cloned your form and made multiple tests on my cloned form, but I was still not able to replicate the issue you reported. 

    I am not sure what could cause this issue. Is your form embedded? If so, please provide us the webpage URL so that we can test your embedded form. 

    Please ask you users to submit the form again. 

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    dcmga
    Answered on November 03, 2017 at 04:04 PM

    The form isn't embedded, just linked from our website.  

    I wasn't able to replicate either, but I can see that there was a problem in the submission list--the transaction info that's returned from PayPal is absent when this happens.  Generally after they resubmit a few times, it works and the PayPal info is shown for the final submission.

    I will keep trying to see if there is a common situation when this happens.  One thing:  it has happened with two different forms recently, and both were cloned from last year's forms that had no problems.  I will update if I figure anything out.  Thanks.





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    BDAVID
    Answered on November 03, 2017 at 04:38 PM

    I just did a submission test too, and it worked fine:

    1509741229submission.png

    Let us know if the users who report you the issue provide you any details, so we can try to reproduce it in our end.