Why is my money going to you

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    Asked on October 08, 2019 at 02:06 PM


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    Answered on October 08, 2019 at 02:07 PM

    This is fraudulent 

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    Answered on October 08, 2019 at 03:38 PM

    We will be glad to help you with your concern. May we know where did you get the PayPal transaction shown in your screenshot, please? Was it sent to you via email?

    I have checked the active forms in your account and I didn't find any payment field added to it. Or, did you just remove it? Based on the screenshot you have provided, I believe it refers to a PayPal Invoicing transaction (Hence, the ppi@jotform.com). However, please allow us some time to confirm the transaction shown in your screenshot with our developers.

    Once we have an update we will notify you in this thread the soonest.

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    Answered on October 08, 2019 at 06:03 PM

    It came from my clients email.

    I removed the Paypal section because I’m not going to allow any of my clients money to go missing. This is very unprofessional. How could this happen?

    I connected my account to it so it should be going to me why you?

    It should be going directly to me! I paid for the forms not for you to direct payment to Jotform! I’m livid and very concerned! If not sorted I will be reporting this page and getting my entire company of 5,000 staff to leave bad reviews on this company as this is theft!!

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    Answered on October 09, 2019 at 04:54 AM


    I am Ozlem from Payments Team.

    We are sorry for the issue you have encountered.

    First of all, Jotform is PayPal Partner and we have only PayPal Partner Account. PayPal requests a partnership to see what payment came from JotForm. In addition, we use third party integrations to allow our users collecting money. Jotform doesn't collect money. Third party payment integrations process all payment related issues in JotForm.

    On the other hand, there is an issue about merchant email associated with receiver account. 'Invalid Email' error returns from PayPal for receiver emails. We report this issue to PayPal and we are also working on 'Invalid email' issue.

    Thank you.

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    Answered on October 09, 2019 at 06:49 AM

    You haven’t answered the question. 

    Why, when I connected my paypal account like I was directed to by your site, did the money then be billed to you? Directed to Jotform inc? This is very misleading and dangerous.

    I would like some answers!

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    Answered on October 09, 2019 at 07:34 AM

    We do apologize for the inconvenience.

    It seems there was an issue with the  merchant email and receiver account getting an "Invalid email" error from PayPal. This may have been the reason why it seems the invoice was directed to JotForm.

    Do note that we don't process any payments here in Jotform and we use third party services such as PayPal  to process payments and collect funds.

    Our developer has reported the issue to PayPal and is working on the "Invalid email" issue.

    They will get back to you once updates on the issue are available.