Inconsistent Redirect to PayPal Login Screen, Redirecting the Thank You Page

We've been using Jotform for years, but something has changed recently with how our forms are being handled. 

We have set these forms up so when a user presses the Submit button on the form, the user should be directed to PayPal for payment. After payment, the user should be directed to a Thank You page.

We are experiencing inconsistencies in how the forwarding is being handled. For example, the form titled, "Chef Julie's Gwynn Park High School Culinary Arts Order Form" should direct the user to a PayPal form after he/she presses submit. Here is what we experienced the evening after testing:

1) User was directed to PayPal on Mac Chrome Browser

2) User was not directed to PayPal on iPhone Chrome Browser

3) User was not directed to PayPal in Windows PC Internet Explorer Browser

In the cases where the user was not directed to PayPal, the user was automatically thanked for their order, which means it can be submitted without payment.

We also tried this with other forms and experienced inconsistencies.

Can you please check this as soon as possible as we do not think this is an issue on our side. 

Thank You,

Rachel Rotz

Hi Rachel,

I've tested a cloned version of your form on the mentioned devices and browsers but I couldn't reproduce the problem. The form always redirects to Paypal for as long as there's a product selected with quantity.

1. On iPhone - Chrome browser

2. On Windows 10 - IE 11 browser, the form redirects to Paypal.

The only thing I noticed is that your Paypal payment field isn't a required field so it is possible for users to skip the payment. Another thing could be that, you've only selected a product without adding a quantity. You must also select a quantity, otherwise, the product selected is considered empty or with 0 quantity which means 0 total amount. When the total amount is 0, it won't redirect to Paypal since there's nothing to be paid. The solution here is to make the Paypal payment field required so the form can't be submitted unless the user selects a product with quantity.

I just tried all of my forms and they are working now. However, saying that it has been inconsistent this afternoon.

Best Regards,

Jeff

www.chefshelpingchefs.com

Jeffrey Rotz CEC®, WCEC, CCE®, AAC®
Founder/Managing Director
Consultant/Trainer for the Hospitality Industry
Member of the Caribbean Hotel & Tourism Association
Member of the Florida Restaurant & Lodging Association
ACF Gulf to Lakes Chefs & Cooks Chapter Certification Chair
Supplier of Quality NewChef Uniforms & Apparel
Authorized Distributor of Birkenstock Shoes & Shoes for Crews
Authorized Distributor for Victorinox Knives
Authorized Distributor of Mercer Culinary
Past President, ACF Gulf to Lakes Chefs & Cooks Association

2880 David Walker Drive
Suite 216
Eustis, FL 32726
352-250-1999 iPhone
1-208-246-2294 fax
www.chefshelpingchefs.com

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...

We do apologize for that inconvenience and thank you for confirming that the forms are working now. But, please do let us know in the event, you come across a similar issue via this thread link itself, else you can open a new thread.

Good morning,

It appears all forms are working except http://chefshelpingchefs.com/chef-nicole/ This form does not go to PayPal when you hit the Submit button.
Best Regards,

Jeff

www.chefshelpingchefs.com

Jeffrey Rotz CEC®, WCEC, CCE®, AAC®
Founder/Managing Director
Consultant/Trainer for the Hospitality Industry
Member of the Caribbean Hotel & Tourism Association
Member of the Florida Restaurant & Lodging Association
ACF Gulf to Lakes Chefs & Cooks Chapter Certification Chair
Supplier of Quality NewChef Uniforms & Apparel
Authorized Distributor of Birkenstock Shoes & Shoes for Crews
Authorized Distributor for Victorinox Knives
Authorized Distributor of Mercer Culinary
Past President, ACF Gulf to Lakes Chefs & Cooks Association

2880 David Walker Drive
Suite 216
Eustis, FL 32726
352-250-1999 iPhone
1-208-246-2294 fax
www.chefshelpingchefs.com

Follow me on








"Sent from my I-Phone or Laptop. Please forgive typographical errors."

CONFIDENTIALITY NOTICE: This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is privileged. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED. If you have received this transmission in error, please immediately notify the sender. Please destroy the original transmission and its attachments without reading or saving in any manner



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Sorry, but I was not able to replicate this issue. I checked the form link that you had shared. When I entered the required info and clicked on "Submit order", the form took me to the PayPal page for payment. Please see the screenshot below.

Upon checking the form, I could see that the Paypal payment field isn't a required field so it is possible for users to skip the payment when they click on the Submit button. Then the form will not be sent to the PayPal page. So please make the Payment field which lists the products as "Required".