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    PayPal Pro does not work for PayPal payments

    Asked by homelink on January 08, 2013 at 02:55 PM

    Credit cards are processed properly by PayPal but payments to be processed by paypal itself are failing. PayPal tech support tells me "the second API is not telling paypal to complete the payment." Supposedly a second API should be sent when someone chooses to use PayPal. It is not.

    Four Tech support guys at PayPal tell me the problem is in the shopping cart -- JotForms.

    So I'm stuck. There's nothing I can do except drop JotForms or PayPal because we are losing a lot of sales.

    Page URL:
    http://www.homelink.org/usa/?page=paypal

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    JotForm Support

    Answered by Mike_T on January 08, 2013 at 04:31 PM

    Thank you for contacting us.

    Can you please provide the exact steps to reproduce the issue? Then, we will try to investigate it further.

    We have tried to submit your form from different locations, and we were redirected to the PayPal without any problems.

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    Answered by homelink on January 08, 2013 at 11:01 PM
    Credit cards process correctly. PayPal payments stopped working a week ago.
    The problem arises when people use their PayPal account to pay. Yes, there is no problem getting to the screen shot you show below. You can then log in to your account without problem and PayPal shows your info. When you click the "Continue" button PayPal starts processing but, before it finishes and gives their confirmation, the user is sent back to my "Thankyou" page. The payment is not made. We receive an email from PayPal that shows the amount of the would-be charge but does not include the user's name, etc.
    I talked to PayPal Tech Support (4 times) and they say the "Shopping cart" is not "sending the second API." PayPal payments worked fine up until about a week ago.
    I deleted the APIs in PayPal and got new ones which I replaced in my JotForms. Same result.
    It appears that the "Thankyou" URL is over-riding the PayPal processing before it has a chance to finish.
    Exact steps? Try following all the way through and actually make a payment. I'll credit the charge as soon as you tell me it worked and let me know the payer's name.
    Karl
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    JotForm Support

    Answered by liyam on January 08, 2013 at 11:30 PM

    Let me confirm:

    1. Credit card processing on Paypal works fine
    2. When selecting Paypal for payment in Paypal Pro, it goes to the Paypal page fine but on logging in and making payment, it fails and Paypal claims that it has something to do with JotForm's Paypal Pro API.

    Can you verify that these are correct?

    Thanks.

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    Answered by homelink on January 08, 2013 at 11:39 PM
    Yes on Credit Cards
    No on 2.
    Logging in is fine.
    Clicking the "Continue" button when logged in is when the failure occurs and the user is taken to my thank you page.
    Yes on PayPal saying the "Shopping Cart does not send the second API" Another Tech said "API call is not telling PayPal to complete payment." That guy actually watched the process and saw the failure.
    Karl
    All user information is returned by PayPal
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    JotForm Support

    Answered by liyam on January 09, 2013 at 12:08 AM

    Thank you for your response, Karl.

    Let me forward this to the development team.  We'll keep you posted as soon as we get updates.

    For the meantime, what I can suggest is that if your Paypal account is allowed to use a regular Paypal tool, please clone your form and replace the tool there to a regular Paypal one.  This is for those who wish to use their Paypal to make payment. While keep the existing form to use credit card payments. 

    For your original form (with Paypal Pro), we can just hide the radio button to select Paypal for now, by injecting this CSS code on your form so that they won't be able to select Paypal:

    #input_1_paymentType_express { display: none; }
    label[for=input_1_paymentType_express] { display: none; }

    Thanks for your patience and we apologize for your inconvenience.

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    Answered by homelink on January 09, 2013 at 07:20 AM
    Thanks liyam,
    Hiding the button and using simple PayPal was the workaround I needed.
    Karl
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    JotForm Support

    Answered by liyam on January 09, 2013 at 07:50 AM

    You're welcome, Karl.

    If you have other questions, please do let us know.

    Thanks.

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    Answered by Scienceposters on January 10, 2013 at 08:53 AM

    Hi iiyam - I am having exactly the same problem as homelink - and have been since Nov - only just discovered it now - cc payments go through fine but paypal payments do not.... I have 2 payment forms - will that CSS code work for me?

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    JotForm Support

    Answered by EduardoMendez on January 10, 2013 at 09:08 AM

    @Scienceposters

    Thanks for bringing this to our attention.  Our dev team has received this ticket and it is currently labeled as "important" in terms of priority.  They will contact you as soon as there is an update on the issue.

    Meanwhile, you can make the change from Paypal Pro to simple Paypal as stated on the comments above, or if you wish to hide the Paypal option please follow this instructions:

     

    For both payment forms:

    "AAGBI Payment Form" & "Payment Form"

    Please inject the CSS bellow:

    #input_5_paymentType_express { display: none; }

    label[for=input_5_paymentType_express] { display: none; }

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    Answered by Scienceposters on January 10, 2013 at 09:46 AM

    many thanks - please try and fix this asap -the paypal people here are less than impressed!

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    Answered by homelink on January 10, 2013 at 09:50 AM
    Hi Scienceposters,
    I used the code to hide the PayPal button on my normal page so I could still process cards, then created a new page for the ordinary PayPal payment form. Used a bunch of text to explain it to people. Suggest you take a look at my page:
    .
    It's a little clunky but gets the job done until a fix is made.
    Karl
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    JotForm Support

    Answered by Deygus on January 10, 2013 at 10:05 AM

    @Scienceposters

    We do apologize for the inconvenience that this has caused you. My colleague Ed has offered an alternative to use for now. I would also like to point out in addition to this your problem has been assigned to one of our developers so it is undergoing investigation and they will respond as soon as they can so we do appreciate any patience you can give us until then.

    @Homelink

    Thank you for confirming this is working and your input about it. Would you mind reposting the link though if you can, it didn't seem to show up and thanks again for letting us know that it worked as a temporary fix for you for now.

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    Answered by Scienceposters on January 10, 2013 at 10:10 AM

    thanks @Homelink for the advice - yes I see what you have done - I'll stick with the CC only option for now - hoping for a quick fix from jotform - this is a pretty funadmental flaw/error so I'll expect it to be fixed quickly

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    Answered by mystage on January 10, 2013 at 11:26 AM

    We're having this same issue.

    Lost a few anxious customers over it.

    Following this thread and waiting for an update.

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    Answered by Scienceposters on January 10, 2013 at 12:17 PM

    it's very embarrassing as the customer thinks he/she has paid as it goes through the motions apart from actually taking the money!

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    JotForm Support

    Answered by EduardoMendez on January 10, 2013 at 12:26 PM
    @Scienceposters and @mystage 

    Thanks for bringing this to our attention.

    We assure you that our dev team has been contacted and we are trying to resolve the issue.  

    Have you tried to put in place the other options while this issue is resolved?

    If possible, please temporarily replace your Paypal Pro field with a regular Paypal field.  

    Thank you for your patience!

    Our dev team will get back to you as soon as there is an update on the problem.

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    Answered by Scienceposters on January 16, 2013 at 04:25 AM

    Any news on this?

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    JotForm Support

    Answered by Welvin on January 16, 2013 at 04:48 AM

    @Scienceposters,

    Can you please try again? Similar issue on this thread is already sorted by our developer: http://www.jotform.com/answers/164161-Paypal-Payment-Pro-Unknown-Product-with-quantity-1-and-price-0-is-shown-on-Paypal-Checkout-Page

     

    Thanks

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    Answered by guest_30152273865049 on January 16, 2013 at 06:01 AM

    No I'm afraid not - still doesn't work

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    JotForm Support

    Answered by liyam on January 16, 2013 at 07:05 AM

    Hello.  Can you try saving again your form and then make another test? 

    Thanks.

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    Answered by homelink on January 16, 2013 at 07:14 AM
    Does not work. I created a completely new form and it does not work
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    JotForm Support

    Answered by liyam on January 16, 2013 at 07:26 AM

    May we know what test was exactly done on your end?

    Thanks.

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    Answered by guest_30152273865049 on January 16, 2013 at 07:33 AM

    Didn't work for me either - see above comments. I asked a friend to pay a nominal fee by paypal - all seems to work but no money is taken. Really not good

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    Answered by homelink on January 16, 2013 at 07:57 AM
    I created a new form and tried to make payment via paypal. Same result as I describe at the top of this thread.
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    Answered by homelink on January 16, 2013 at 08:00 AM

    Payment appears to be processed but PayPal sends an email with the amount but no names. Nothing appears in my transactions area.

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    Answered by homelink on January 16, 2013 at 08:04 AM
    Identical to the original report. Payment appears to be made to the user but nothing really happens and I receive an email with the amount and no name
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    JotForm Support

    Answered by jonathan on January 16, 2013 at 09:19 AM

    @homelink,

    Hi, we apologize for any inconvinience caused. The ticket for this issue is still in our dev team.

    This is already marked as important, -- but for now we can only wait for the update/status from them.
    I made a follow-up also.

    For the meantime, would it be OK to use as temporary workaround the injected CSS method suggested by Liyam way back? That should also work.

    Thanks.

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    JotForm Support

    Answered by NeilVicente on January 16, 2013 at 04:21 PM

    @homelink

    After conducting extensive tests (as you may have noticed), I came up with a permanent fix to this problem and have implemented it just now.

    Kindly test your form's Express Checkout (pay via Paypal) and let me know if there are still any issues.

    Best regards

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    Answered by homelink on January 16, 2013 at 05:52 PM
    I just did a test and got the same result -- no payment went through. Do I have to recreate the forms to get the new code?
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    Answered by homelink on January 16, 2013 at 05:54 PM
    Sorry. I was a little hasty. The emails just came through and the payment was made. Thanks.
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    Answered by Scienceposters on January 21, 2013 at 04:45 AM

    does this fix apply to us (@scienceposters) too?

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    JotForm Support

    Answered by Welvin on January 21, 2013 at 08:44 AM

    @scienceposters,

    Yes, it applies to your as well. Kindly test your form too.

    Thanks