Unable to submit form, customers receive an error message that says they must enter credit card info

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    Asked on June 03, 2020 at 12:58 PM


    Can you please review my form https://www.jotform.com/build/201294268499063?

    The problem most of my customers are encountering is with the PayPal option. If they select that option to pay, they are locked-out of submitting the actual form with their artwork. This is happening every single time. They receive an error message that says they must enter credit card info, but I do not have that set as mandatory. 

    I am very frustrated with this PayPal feature. 

    Please help. 

    Thank you.

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    Answered on June 03, 2020 at 04:47 PM

    Hi, thank you for contacting us, they will be asked to put their credit card information if the select the product of the credit card payment field:


    I see that the PayPal option is actually another form, which will not have a connection with the submission they make in the main form.

    I would recommend you to remove it, and clone your main form, then remove the credit card payment option from the clone version, and add the PayPal field. So you will have two identical forms with different payment options.

    Finally, create a third form, which will house both forms, and display them depending on the payment method they select. So, this third form should only have these elements:

    1) A question to ask the preferred payment method.

    2) Two Iframe Embed widgets, where you will put the link of your payment forms.

    This workaround is better described in the following guide: https://www.jotform.com/70983924622968