I have a payment submission with a transaction ID but it never hit my PayPal account

  • HeidiPizzo
    Asked on April 12, 2019 at 1:19 PM

    I have a payment submission with a transaction ID but it never hit my PayPal account and now PayPal cannot find it based on the ID number in the form.  Can someone please help me track this down?   https://form.jotform.com/90918644573164

    https://form.jotform.com/90918644573164

  • Welvin Support Team Lead
    Replied on April 12, 2019 at 2:44 PM

    You have PayPal Checkout Integration in the form. However, it is currently running in Sandbox which means you are not processing any real transaction. You can see the current state of the integration under Additional Gateway Settings:

    15550946062019 04 13 011 Screenshot 10

    Please set this to Production and ask the users to pay again. You can also tell them that they are not charged (I'm sure of this) on their previous attempt. 

  • HeidiPizzo
    Replied on April 12, 2019 at 2:54 PM

    I am getting an error when I switch to production. 

  • Kevin Support Team Lead
    Replied on April 12, 2019 at 4:37 PM

    Make sure you're using credentials to process live transactions, otherwise, the payment will fail no matter if the integration is on live mode on the payment wizard.