Paypal Integration: Error upon submission when donation box is empty

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    Asked on June 10, 2020 at 06:09 AM

    The "donate" function on our form is supposed to be optional but many customers are saying that they cannot process their order without donating. Please help! This is upsetting our customers!

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    Answered on June 10, 2020 at 10:15 AM


    We apologize for the issue this has caused. 

    I tried your form and I'm getting the same behavior upon submission. I also cloned your form and I was still able to reproduce the error. 

    Here's the error I'm getting. 

    1591797706Screenshot from 2020-06-10 21-

    I have escalated this issue to our back-end team so they can further investigate. We'll get back to you on this thread once there is an update. 

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    Answered on June 10, 2020 at 02:51 PM

    Thank you, I hope we receive an answer soon. Getting lots of questions and upset customers. 

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    Answered on June 10, 2020 at 04:11 PM

    We're sorry to hear that, but no worries, this issue is now being looked at by our back-end team. We'll keep you posted via this thread for any updates. 

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    Answered on June 10, 2020 at 06:42 PM

    I thought about removing the paypal widget and just sending people to an external donation page (if they wanted to follow the link). 

    However, when I started this process, an error flashed and said that removing the widget will result in deleting associated submissions. 

    Will removing the paypal widget delete the entire submission for anyone who made a donation? Or will it just delete the column of information saying how much they donated? 

    For example: A customer donated, and selected an item on the form to be picked up at one of the appointment times available on the appointment widget. I don't want that slot to appear to be open again if the whole submission is deleted. That slot needs to remain unavailable since we already have that person's order (and donation). 

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    Answered on June 10, 2020 at 10:32 PM


    Yes, if you delete the payment field, all submissions associated with that field will be deleted - not the entire form.

    All other fields that are filled will remain unaffected.

    So, before deleting the payment field, please download your submissions: How-to-Download-Form-Submissions-as-Excel-CSV-PDF 

    But, before that could you try this workaround:

    1. Add a Single choice field on your form:


    This question may be redundant, but if it works, I believe temporarily your form would be good to go.

    2. Then add a condition to show the payment field only when the answer to this new question is selected as Yes:


    Related Guide: Hide-or-Show-Multiple-Fields-at-Once 

    So the payment field will be hidden by default and will only be shown if the new question is answered as YES.



    Do try this and let us know.