Google Sites (New) embed: PayPal integrated form is not redirecting to PayPal and hangs at 'Please wait'

  • Profile Image
    HeightsMorningMarket
    Asked on June 25, 2019 at 07:48 PM

    Customers are getting stuck on payment submission - can you let us know why... 

  • Profile Image
    jherwin
    Answered on June 25, 2019 at 10:53 PM

    Based on your reply on this thread: 1869508, the issue occurs even with the standalone form. Could you please let us know the form URL to which this issue is related to? Also, if possible can you please give us a form with the same issue and add $0.01 product so we can test submit it?

    Guide: Where-to-Find-My-Form-URL

    We will wait for your response.

  • Profile Image
    HeightsMorningMarket
    Answered on June 26, 2019 at 12:44 PM

    It is all forms. 4 more complaints today alone on 3 different forms. This will be our last week with jotfom if

    not fixed. Tests have been added t two attached forms. Again its not every time but it is consistent issues

    and complaints and costing us significant revenue.

    https://form.jotform.com/81895476284170

    https://www.jotform.com/HeightsMorningMarket/montrose-morning-market-

  • Profile Image
    Mike
    Answered on June 26, 2019 at 02:53 PM

    This is not something common. I have tried to submit your form 10 times using different browsers, and I was properly redirected to the PayPal each time. Please note that the redirect might take several seconds after hitting the Submit button.

    Are you able to reproduce the issue from your end? If so, please kindly provide us with information about your device, operating system, and browser. If there are any specific steps required to reproduce the issue please also let us know.

  • Profile Image
    HeightsMorningMarket
    Answered on June 26, 2019 at 02:59 PM

    We have constant complaints from various customers using various devices and operating systems.  Waiting up to 15 minutes for jotform after clicking register. 


    We can switch to Square.  We can't afford to lose any more bookings.



  • Profile Image
    Mike
    Answered on June 26, 2019 at 04:16 PM

    Could you please also share a link to the web page with your embedded form, so we will be able to test it as well?

    The Square integration is also available at JotForm.

  • Profile Image
    HeightsMorningMarket
    Answered on June 26, 2019 at 06:03 PM

    Not looking for a company that passes the buck  Looking for one that fixes the problem.  The issue is with jotform.  Ever person send the same picture as far as the issue and sticking point. Hopefully the company decides to fix the issue rather then telling us its not their fault.


    As jotform does not work and unwilling to fix, we will transfer our business elsewhere.  

  • Profile Image
    jherwin
    Answered on June 26, 2019 at 08:23 PM

    We are sorry for the inconvenience this may have caused. I test submitted the forms and I was not able to replicate the issue on my end as well. Please note that clients/users need to click "Return to Merchant" before they can see the thank you page.
    1561594641paypal.png
    You mentioned that the user sends you a picture of the issue. Could you please send it to us as well so we can check it out and pindown what causes the issue on their end?

    Guide: How-to-Post-Screenshots-to-Our-Support-Forum

    If your form is embedded to a webpage, please try to re-embed the form with fresh iFrame embed code. I also cleared your form caches in an attempt to fix the issue.

    Guide: Getting-the-Form-iFrame-Code

    You can also try enabling autofill function in your form. So if the transaction/payment fails. They can reopen the form and the data they enter will automatically prepopulate on the form.

    Guide: How-to-Enable-Auto-Fill-on-Forms

  • Profile Image
    HeightsMorningMarket
    Answered on June 27, 2019 at 01:27 PM

    All the same stopping point as indicated multiple times now and pictures sent previously.  It has been removed from the website as we are phasing out jotform as you refuse to admit a problem.

     

    Yes I will continue to ignore the problem and have customers bang there head against a wall and keep trying the same thing over and over in faster way(autofill).....great solution...great customer service.   I see as above you do this to your customers too.. thumbs up

    1561656293image-2019-06-25-09-42-47.jpg

     

  • Profile Image
    HeightsMorningMarket
    Answered on June 27, 2019 at 01:30 PM

    1561656638image1.jpeg


  • Profile Image
    Mike
    Answered on June 28, 2019 at 02:33 PM

    Please accept our sincere apologies for the inconveniences caused. To be able to escalate a bug report ticket to our developers, we need to reproduce the issue. If possible please ask affected user to open their browser console and provide us with a screenshot. There may be errors in the console so this may help in our troubleshooting. Here is a guide on how to access the browser console:

    How to get a console report from most common browsers

    The following details would be also appreciated:

    1) Link of the affected form (since you have multiple similar forms).
    2) How the form link is accessed?
    3) What product do they select?
    3) What browser is used?
    4) What operating system is used?

  • Profile Image
    HeightsMorningMarket
    Answered on June 28, 2019 at 02:42 PM

    See attached photos and previous responses for answers to your repeat questions yet again.

    When you stop pretending its isolated and admit its wide spread issue you can maybe fix it. 


    Have a great day!

  • Profile Image
    Kiran
    Answered on June 28, 2019 at 03:47 PM

    We are sorry for the trouble caused. After going through the responses and previous thread, I have tested the direct form URLs provided in his thread and it redirected to PayPal page without any issue at my end. However, as I tried testing the form which is embedded on your web page which is built using Google Sites, I was able to replicate the issue at my end. 

    I have tried testing a cloned version on my test Google Sites web page and see that there is an issue with the redirection. I am forwarding the issue to our backend team for further investigation. Once we have any update in this regard, we'll let you know here.

    Meanwhile, you may consider linking the form to the direct URL of the form on your web page.

    Thank you!