PayPal Integration: Why is my email notification including only some data?

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    Asked on March 10, 2018 at 05:44 PM

    Does anyone know why JotForm chooses to include some elements from a form in the email acknowledgement and why it omits others?  If so, how to force JotForm to display all choices a submitter makes?

    In my form, for example (URL below), I'm missing the Luncheon choices from my submitters' acknowledgements.  All of the Friday and Saturday Program choices are missing, as well as the shirt selections.

    Curiously, the Excel report includes some of this data, but even this is missing information (e.g., luncheons).

    Why the inconsistencies?



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    Answered on March 10, 2018 at 09:09 PM

    Please note that JotForm will automatically include all the fields in the email notification, but it will just hide the empty fields. 

    I have checked the email notification on your form and it was indeed edited, here are some things that I can identify on your current email notification template:

    1. The fields you have included on Friday and Saturday do not current exist under those sections on the form: 


    2. The options for Friday and Saturday are currently on different sections on your form, I mean, they are not in a single field so for Friday there are currently 5 sets of options and each one must be included in the "Sessions - Friday" section of the email template, this way you can see any of the selected options. 


    What I would recommend you is to get the fields names for each set of options under Friday and add them to the email template, this guide will help you getting the fields names: 

    The "Sessions - Friday" section on the email must look like this in order to include all the selected options: 


    This is what you will receive on email:


    Please apply this change to your email in order to have the desired data included there. 

    Curiously, the Excel report includes some of this data, but even this is missing information (e.g., luncheons).

    I assume you're referring to the section under the "Conference Luncheons"  which has the label "Included with registration fee. Choose one for each day registered:". I have checked the Excel report from the submissions on your form and the option is there, for the submission shown on your example the option was not selected on the original submission, that's why such option is missing. 

    I hope this helps. 


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    Answered on March 11, 2018 at 09:51 PM

    Hi Kevin:

    Everything is working with the Sessions now, but we're still missing the luncheons.  The people who've submitted insist that they've chosen one for each day (as instructed), but they're not appearing in either the Excel Report or the email confirmations.  I tried adding an additional field (the Design tool doesn't show what the Field names are in this PayPal tool).

    Any ideas?  Thanks.

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    Answered on March 12, 2018 at 04:33 AM

    If I understood your concern correctly, You have mentioned that this section given below is shown neither notification emails nor excel exports.

    1520842396Screen Shot 2018-03-12 at 11.1

    I have cloned your form and made a test submission to see if everything works as expected. I wasn't able to replicate this issue. It seems "Conference Luncheons" product is used as a title of "Included with registration fee. Choose one for each day registered". Since "Conference Luncheons" product has no selectors and has no price that was set by you, it has no value notification emails.

    Excel export result:


    1520843536Screen Shot 2018-03-12 at 11.3

    Notification email:

    1520843543Screen Shot 2018-03-12 at 11.3

    However, "Included with registration fee. Choose one for each day registered" product has  selectors,  I was able to see the product in the notification email and excel export as you can see below:


    1520842762Screen Shot 2018-03-12 at 11.0

     Excel export:

    1520842926Screen Shot 2018-03-12 at 11.2

    Please feel free to contact us if you need any further assistance in this regard.

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    Answered on March 12, 2018 at 05:35 PM

    Hi Tina:

    Well, this certainly is a bizarre problem.  In between the time that I posted my reply and you responded (thank you!), we had another individual register using the live form, and I myself cloned the form and 'registered,' and neither of us saw our luncheon selections posted:



    In the first example, Ms. Plummer was explicitly instructed to select luncheon choices (which she confirmed to us.  In the second example, all I did was sign up for sessions and luncheons - just to test the form.  As you can see, neither form includes luncheons!

    How is it possible that you folks at JotForm can make this work, but no one outside JotForm can make it work?  Thanks.

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    Answered on March 12, 2018 at 08:05 PM


    I checked the form and I can see that the Conference Luncheon has no choices/option. It is a blank field.


    I also cloned the form and the Conference Luncheon text is displaying properly in the notification email. Here's a screenshot:


    Try adding an Options/Choices in the Conference Luncheon by following this guide:

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    Answered on March 13, 2018 at 08:42 PM


    If you look closely, the form has many fields that are "blank fields."  This is because I know of no other way to insert descriptive group fields in the series of choices (e.g., a text box).  The technique I'm using to create these 'label fields' was provided to me by one of your colleagues and, as you can see, it works very well.

    I don't need this field represented in my email acknowledgement or Excel report.  The very selection of the choices in the dropdowns is all that needs to be reported.  Thus, I understand why "Conference Luncheons" might not appear, but I don't understand why the dropdown choices themselves don't appear.

    However, neither of these is what is the issue here.  Rather, the issue is:  why is the form working for you and your colleagues but not for me and mine?  I've sent numerous examples in this thread, and you and your colleagues have provided your own examples.  Neither of us has tinkered with the form!  How is it that we are getting different results?

    I have two more examples of our emails and the Excel report not showing the Conference Luncheon data the way it does in the example you provide above.  Maybe I'm not getting something, but I still don't see how you're able to get what you get and we're not.


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    Answered on March 14, 2018 at 03:35 AM

    Sorry for the inconvenience caused to you.

    I sent two test submissions to your form and I was able to replicate the issue.

    I will escalate this issue to next level for further investigation. You will be notified via this thread once there is an update.

    Thank you for your understanding.

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    Answered on March 17, 2018 at 04:53 AM

    We understand the urgency and we apologize for the delay. I will follow up with developer assigned for a possible update regarding this problem.

    Thank you for your patience.