PayPal has some problems and cannot receive notifications regarding this

  • Profile Image
    madamastrology
    Asked on November 13, 2017 at 10:24 PM

    Hello!

    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

  • Profile Image
    candy
    Answered on November 14, 2017 at 03:50 AM

    Dear Ana,

    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?

    1510648958Screen_Shot_2017-11-14_at_11_4

    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 trynitezoo@gmail.com and I have seen that your email address receives the notifications successfully as seen below:

    1510649213Screen Shot 2017-11-14 at 11.4 

    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.

  • Profile Image
    madamastrology
    Answered on November 14, 2017 at 06:43 PM
    Thank you very much, dear Candy!
    As I've opened email inbox today, I saw all tested mails arrived!
    ...