- madamastrologyAsked on November 13, 2017 at 10:24 PM
My name is Ana, admin of Madam Kighal Astrology, and I am a free user. I've created a form, long ago, connecting it to Paypal, and when I didn't receive no mail in 3 months, I went on to check...
When purchase is made trough form Paypal gives a notification
"We aren't able to process your payment using your PayPal account at this time. Please go back to merchant and try using a different payment method."
Second, even greater issue would be that I never received a notification mail that form was completed. I had a few loses there, but I just want to know can I keep using your forms, I really loved it!
I removed Paypal, but the notification still doesn't arrive in my inbox!
Can you imagine how I felt when I saw that I had purchase made in June to which I've never responded? :(
Please, take a look, if you have an advice, I would be greatful!
Thank you in advance
- JotForm SupportcandyAnswered on November 14, 2017 at 03:50 AM
We are really sorry for the inconvenience you have.
I've cloned your form named "3 for 1" on my side in order to test it.
First of all, regarding the error of "We aren't able to process your payment using your PayPal account at this time. Please go back to merchant and try using a different payment method.": this issue is totally related to PayPal and it was a temporary error. I have tested and I have seen that this issue doesn't exist currently. I have redirected to the PayPal in order to make a payment successfully.
Regarding the second problem, could you please check your incomplete payment list on the submissions page as you can see below?
If your users fulfill your form and then submitted it, and then they didn't process the payment with their PayPal account, the submission will go to Incomplete Payments list. You can find detailed information in the following guide: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ
Regarding your comment "I removed Paypal, but the notification still doesn't arrive in my inbox!", I have checked the account history email logs belongs to your recipient address email@example.com and I have seen that your email address receives the notifications successfully as seen below:
You can also check your own account email history logs as you can see in the following guide: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History
Some JotForm emails can go to your SPAM/JUNK/BULK folders of your email address. Could you please check those folders of your email and if you see JotForm emails there, please mark them as NOT SPAM and move them into the inbox folder.
I hope this explanation helps.
Please check and let us know if you see any issue with your payments and notifications. So, we can assist further.
- madamastrologyAnswered on November 14, 2017 at 06:43 PMThank you very much, dear Candy!
As I've opened email inbox today, I saw all tested mails arrived!