Payment Error

  • Amy Thomas
    Asked on April 18, 2024 at 6:19 AM

    I'm getting this message:

    Error during transaction

    The merchant login ID or password is invalid or the account is inactive.

    Go Back and Fix

    How do I fix this?

  • Camila JotForm Support
    Replied on April 18, 2024 at 8:31 AM

    Hi Amy,

    Thanks for reaching out to Jotform Support. May I verify if you are using Also, can you send the form link of the form you're having issues with, so I can take a look at it for you? Usually, this error means that the credentials you used in the payment settings are either incorrect or are not yet available for use. Please check this guide from to learn how to resolve this issue. You may also want to contact directly to confirm that your account is ready for live transactions and that your API Login and Transaction key are correct.

    Reach out again if you have any other questions.