Embedded Payment Link Not Working

We have an issue that we are dealing with in terms of adding an embedded payment link. We’ve talked at length with the payment processing company and have been able to identify through them that the issue is with the jotform platform specifically. We are able accept payments through jotform with an embedded payment link, if the payments are made specifically via computer. When we use the same embedded payment link and customers attempt to pay via the jotform platform via cell phone, they get an error code. They are able to fill out the questionnaire portion correctly, but cannot process payment.

We’ve determined that the reason that this is happening is because the embedded link, on the forms, is being converted into a long-form link, rather than allowing it to be visible as the short form link.

Please contact us as soon as possible via email by phone to get this issue resolved and get our customers back to their preferred payment methods.

Thanks for your time and quick attention to rectifying the delay in our processing,

Amie Poladian

Executive Director, Springhill Main Street

City of Springhill Government

phone: (318)5788-3909

email: mainst@springhill-la.us

Hi Amie,

Thanks for reaching out to Jotform Support. Are you using the Jotform Mobile when accessing the form where the payment link is embedded? Can you try updating the Jotform Mobile version and check if the issue remains? Can you also try accessing the form using the form URL in your mobile browser and test it again?

Once we hear back from you, we'll be able to help you with this.

Hey Jovanne,

Can you explain what you mean by jotform mobile? We are a business sending out a form to people using the publish link that jotform provides. The link is posted on our website and social media accounts. People are clicking on it from phones, computers, ipads, etc. and being directed to wherever the jotform link takes them. The customers that are using the jotform link from a computer are able to process their payments correctly. The customers clicking the jotform link from any other electronic device aren't able to complete the payment portion of the form.

Are you meaning that we will need to have customers download a jotform mobile app to be able to facilitate payments with the link if they aren't using a computer?

Hi Amie,

Thanks for getting back to us. By Jotform Mobile, my colleague was asking if you are using the Jotform Mobile app which is available both on Google Play and Apple App store. Please note it is not required to have the Jotform mobile app to complete a form. I can see that you are using the Iframe Embed widget to embed the payment method on your form which is not recommended as we have a wide range of payment methods. Please share a screenshot of the error message that you see when try to make the payments on the mobile view and we'll do a more in-depth investigation and work on finding a solution.

Once we hear back from you, we'll be able to move forward with a solution.