Square Integration: Getting an error when submitting the form in test mode

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    MichaelCarusi
    Asked on April 27, 2020 at 01:07 AM

    Our form with payment module https://form.jotform.com/200408197787161 is not working. Please advise? Square is working.

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    ashwin_d
    Answered on April 27, 2020 at 07:13 AM

    Do you see any error message when you try to submit form? I did check your form's Square payment tool and it seems to be configured as "Test" mode. Please check the screenshot below:

    1587985840squareTest.gif

    Please note that test mode will only allow you to test payment form with test credit card. I would suggest you to please enable live mode in payment tool and that should solve your problem. 

    Do try it out and get back to us if you have any questions. 


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    MichaelCarusi
    Answered on April 27, 2020 at 05:28 PM
    Customers are seeing this message when submitting.
    ...
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    Mike_G
    Answered on April 27, 2020 at 09:08 PM

    We would like to apologize for the inconvenience. It appears that you are trying to share with us a screenshot or an image of the issue you are having with your form. However, for some reason, the image was not posted in this support ticket.

    To include a screenshot in your next reply, you may refer to this guide for the instructions.

    How-to-Post-Screenshots-to-Our-Support-System

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    MichaelCarusi
    Answered on April 27, 2020 at 09:16 PM

    Here it is. 1588036596PastedGraphic-2.png

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    Mike_G
    Answered on April 27, 2020 at 10:30 PM

    Does the issue happen every time your form is submitted?

    If you are only doing test submissions for now, may I suggest that you also enable the Test Mode option under the Additional Gateway Settings of the Square Integration, please?

    1588040629zt22_22_18.png

    I have created a cloned version of your form but I was not able to reproduce the issue you have described in your screenshot.

    1588040925zt22_28.gif

    While your form is on Test Mode, we would like to make test submissions on your form with your permission.

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    MichaelCarusi
    Answered on April 28, 2020 at 02:59 PM

    Please go ahead and make the test submissions. I tried a test submission with a dummy card and got this. We'd like this resolved immediately. Last year we couldn't access our media submissions and Jotform put us through a two week nightmare. I'm really hoping this won't go that way.

    1588100319square.png

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    Mike_G
    Answered on April 28, 2020 at 05:53 PM

    I have tested your form and I was able to reproduce the issue with the same error message as shown in your last reply.

    May we ask that you make sure that the Test Mode option under the Additional Gateway Settings of the Square Integration is enabled, please?

    1588110723zt17_50_12.png

    You may find the test credit cards for square here — https://developer.squareup.com/docs/testing/test-values

    Feel free to let us know if you need any further assistance.

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    MichaelCarusi
    Answered on April 28, 2020 at 06:17 PM

    I enabled test mode, tried again, got the exact same error. This is exactly what happened last time where it was a Jotform issue that we had to repeatedly badger you to fix. Don't do this to us again. Please advise.

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    Mike_G
    Answered on April 28, 2020 at 07:28 PM

    We apologize for any inconvenience. We will be glad to help you with your concern until it is resolved.

    I have checked your form and I still see the "Test Mode" option under the Additional Gateway Settings not enabled.

    1588116334zt19_24_51.png

    I have a hunch that the issue is related to that based on the error you are getting.

    Also, another option that you can do is to re-add the Square payment field in your form. Delete the existing Square payment field and add a new one. Reconnect your Square account after choosing your preferred environment or mode (Test or Live) and test the form again.

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    MichaelCarusi
    Answered on April 28, 2020 at 08:03 PM

    Set it to test mode and triple checked to make sure it was still in test mode. Resubmitted, same error. Deleted and re-added Square payment module, same error.

    I'm now angry. It seems that we're going to be reliving the hell you put us through last July when for two weeks an issue went unresolved that was from your side while you continually pointed the finger at us. This is completely unacceptable. Fix your problem. We are paying you for a premium service and have been consistently treated like a joke when we've had a problem.

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    Mike_G
    Answered on April 28, 2020 at 09:41 PM

    We understand that it could really be frustrating if the things you expect to work are not working at all and we would like to apologize for that.

    Kindly confirm if you are setting this option as enabled in the integration settings and you saved the changes by clicking the green "continue" button

    1588123398zt21_22_31.png

    but you are still experiencing the same issue. The Test Mode option is still not set as enabled when I checked your form on my end.

    It seems that the issue has something to do with the Test Mode option not being saved as enabled in the integration settings. I have forwarded your concern to our developers to also confirm this. Once we have an update we will notify you in this thread the soonest.

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    MichaelCarusi
    Answered on April 28, 2020 at 10:04 PM

    I've set test mode to on, validated it with Square, and pressed the continue button every time I've attempted this and Test Mode keeps switching off anyway. It's not my job to figure out why your system keeps screwing up. Do your job. This is exactly what happened last time and I REALLY hope we're not going to be waiting another two weeks. This is the second time in less than a year you've put us through a situation that directly hurts our institution. This is also completely immaterial; we should be making sure THE LIVE FORM WORKS. I want this escalated.

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    jherwin
    Answered on April 28, 2020 at 11:28 PM

    Sorry for the trouble caused to you, this issue has been forwarded to our backend team for further checking. As soon as we receive an update on this, we will inform you right away.

    Thank you for your patience.

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    MichaelCarusi
    Answered on April 29, 2020 at 02:25 PM

    Our executive directors have agreed that if this is not resolved within one week we are changing providers as we CANNOT repeat last year's disaster.

    Do better, JotForm.

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    MichaelCarusi
    Answered on April 29, 2020 at 02:38 PM

    I was able to submit a live payment through the form. What happened?

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    Mike_G
    Answered on April 29, 2020 at 04:49 PM

    Thank you for updating us. I can only assume that the Square payment field now works for you on both Test and Live mode, is that correct?

    Your issue was escalated and our developers could have already worked on it. Please test your form(s) further and confirm if you still need any further assistance.

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    MichaelCarusi
    Answered on May 03, 2020 at 11:59 AM

    A client is still seeing this when applying. I tried a live application and got the same result. All while the form is set to live payments. The nightmare is not over. I'm absolutely furious at this point. You are directly impeding our ability to take applications for the second year in a row. I want to speak to somebody over the phone as soon as possible. GET THIS FIXED.

    Never again after this, JotForm. Shame on you. We've been paying for a premium product and have been treated like a joke. 

    1588521215site reached.png1588521228square payment.png

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    JohnRex
    Answered on May 03, 2020 at 01:59 PM

    Hello @MichaelCarusi - Apologies for the inconvenience this may have caused, looking at the screenshot, it seems that the issue is with the card used. It has been declined.

    If possible, can you please advise the user to try using a different card?

    I just tried making a test submission to your form, but I received an invalid card error as I used a test card only. This means the integration is able to identify which card is valid or not.

    Also, I can see that the escalated ticket is still on open status. If you could replicate the issue on a different card, let us know so we can relay it to our developers.

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    ender
    Answered on August 04, 2020 at 10:55 AM

    Hello,

    We fixed the bug about Square's test mode. Would you please check and inform us if you have any problems?

    Thank you, best regards.