PayPal payments work but credit card payments do not

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    BitterJester
    Asked on May 31, 2020 at 05:26 PM
    PaylPal payments work but credit card payments do not
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    Sonnyfer
    Answered on May 31, 2020 at 09:58 PM

    Hi there - I believe this is the form in question 201218940610142.

    Could you please tell us the error code you encountered, if there's any? We'd also appreciate it if can send screenshots to better illustrate the issue.

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

    We'll be waiting for your reply.

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    BitterJester
    Answered on June 03, 2020 at 03:49 PM

    Hi thank you. That is the form. One user submitted the form and the debit card payment just sat there (the screen show would just be the page that shows where you make the payment - I tried it, too, and you press the button and nothing happens).

    Then he used the PayPal payment and the form went through (he received the success screen) but we neither received his submission NOR his payment. This is a huge problem.

    --

    Another form (https://form.jotform.com/BitterJester/2020-bitter-jester-music-fest-judgehas been having payment issues as well.

    One user said: "Don't know if my bio and pics ever went through. It said I have to set up my donation before it get's submitted and just has been stuck on "Please Wait" at the bottom of the screen, but never gave a donation form or moved on to another screen." Screen shot attached.

    One user wrote: "It froze up and I went back to try to send the form without the payment and it made me start typing everything out again" - his form ended up coming through but his payment did NOT.


    1591213666Screen Shot 2020-06-03 at 11.3

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    Vanessa_T
    Answered on June 03, 2020 at 09:07 PM

    I checked both of your forms and tried to check what fields might be causing an issue. I noticed some of your file upload fields allows multiple file uploads, limited to 0 files and is required. This setup may cause unwanted behaviour given that you need to upload at least one file since it is required but then the limit is 0.

    159123240600440.jpg

    I also noticed you allow at most 8MB or 11MB on some of your file upload fields. Considering that you have multiple file upload fields, allowing multiple files and you are almost on your plan's upload space limit, this might cause some problems for those that may hit your limit while submitting your forms.

    Changing-the-File-Upload-Size-Limit

    Understanding-Your-Account-Usage-and-Limits

    I suggest reviewing all your file upload fields and make the necessary changes.

    Also, for your payment field, please make sure that your actual PayPal account it is setup to allow payments from debit or credit card then match it on your payment field's setup.

    159123273200441.jpg

    After applying all the changes, kindly re-test your form and if the issue persists, please share a screenshot of the console logs.

    How-to-get-a-console-report-from-most-common-browsers


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    BitterJester
    Answered on June 03, 2020 at 09:37 PM

    Thank you - I will make those changes ... they might explain one or two issues we've had with uploads, too. However, would that prevent someone from using a debit card payment?


    Question: does the FILE SIZE limit include multiple files? Or is that PER FILE?

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    Sonnyfer
    Answered on June 03, 2020 at 10:47 PM

    However, would that prevent someone from using a debit card payment?

    Kindly check your PayPal account if it's set up to allow payments from Debit or Credit card, as suggested by my colleague.

    1591238814paypal ccc.png

    Question: does the FILE SIZE limit include multiple files? Or is that PER FILE?

    The File Size limit is per file.

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    BitterJester
    Answered on June 04, 2020 at 03:02 AM

    I have reached out to PayPal. However, the Jotform payment options all USED to work before we went live ... so I doubt it's a PayPal issue (we shall see).

    Also, the "enable PayPal credit" turns on a middle button called "PayPal Credit" which is an entirely separate thing that I don't need or want. I am merely saying that the black "Debit or Credit Card" option no longer works ... and used to.

    Is there anything I can do on the Jotform side of things?

    There is also an issue with this form: https://form.jotform.com/BitterJester/2020-bitter-jester-music-fest-judge (and it uses a different payment field. It just says "please wait" ... I did change the upload settings (there were some "Limit Number of Files" fields set to 0 and I haven't run a test since fixing those...
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    Sonnyfer
    Answered on June 04, 2020 at 04:20 AM

    I would suggest waiting for PayPal's response first if your account is enabled to accept Debit Cards.

    Meantime, is it possible for you to disconnect and reconnect PayPal to your form for troubleshooting purposes? I have also cleared your form cache from our end as a precaution.

    Once done, kindly test and if the issue persists, kindly share with us the console logs and we'll investigate further.

    Guide: How-to-get-a-console-report-from-most-common-browsers 

    There is also an issue with this form: https://form.jotform.com/BitterJester/2020-bitter-jester-music-fest-judge...

    I have moved this to a separate ticket to avoid confusion. I will be responding to you here.