What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    What is the problem with the PayPal Pro module? We're getting "Internal Errors" when processing credit cards.

    Asked by cariocaproductions on August 13, 2013 at 08:47 PM

    After receiving 3 successful orders without issue, one of our clients tried to book a reservation tonight and received an "Internal Error." We tested this internally and noticed the same thing our client did.

    Please advise if there are any known outages with PayPal Pro at this time.

    Page URL:
    https://www.cariocaproductions.com/cancun-2013/reserve-your-room-jf2/r<br/>eserve-your-room-jf2-3.html

    Screenshot
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    Answered by cariocaproductions on August 13, 2013 at 09:12 PM

    We need to know what is going on. We used both Chrome and Internet Explorer and got the same result.

    ****Please advise****

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    JotForm Support

    Answered by jonathan on August 13, 2013 at 10:44 PM

    Hi,

    Can you please describe to us the steps taken on how we can reproduce the issue?

    So far, in my testing of the form here https://www.cariocaproductions.com/cancun-2013/reserve-your-room-jf2/reserve-your-room-jf2-3.html

    I was able to successfully submit and reach the Paypal screen

     

    We will await your udpate.

    Thanks.

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    Answered by cariocaproductions on August 13, 2013 at 11:31 PM

    We were using the PayPal Pro portal and tried to process an order normally. We received the internal error message afterwards. Have you all seen any downtime messages on any of your servers lately? Any glitches between PayPal and JotForm lately?

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    Answered by cariocaproductions on August 13, 2013 at 11:36 PM

    Also, we were using the Visa, MC, AMEX, Discover option to process the payment, not the PayPal option.

    ***Can you please verify this is working from your side? ***

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    JotForm Support

    Answered by jonathan on August 14, 2013 at 12:54 AM

    Hi,

    We do not have any reported downtime on our servers recently. Currently, your reported issue of Internal Error on the payment field is only this one. So far, no other users have reported similar case as of late.

     

    Also, we were using the Visa, MC, AMEX, Discover option to process the payment, not the PayPal

    I could not do a test on an actual card because it will require me to provide a valid CC account.

    BUT can you please confirm if the issue is still happening? or not.

     

    Thanks.

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    Answered by cariocaproductions on August 14, 2013 at 09:48 AM

    It does appear the issue is still occurring. We have 2 failed submissions.

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    Answered by KadeJM on August 14, 2013 at 11:55 AM

    Hello, I'm slightly confused so can you please clarify something for us. From what i've read about your issue I do see you mentioned this is an " Internal Error " which leads me to wonder about what you meant when you said " PayPal Portal ". Did you mean that you filled in your form and then filled in the PayPal Details after you had submitted via the form originally where this Error appeared? Or was it after the redirection to PayPal after filling in your form? Or? Please correct me if I am misunderstanding anything.

    Additionally if this problem is still occurring please click on the Button that says " More Details " under the Internal Error Message and post those details here so that we can look at them to investigate the problem more.

    I checked on this also but so far my results are the same as my colleagues above answer. So it would be very beneficial right now to take a look at that extra information.

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    Answered by KadeJM on August 14, 2013 at 12:01 PM

    Here's a screenshot of the detail button I am talking about in case you are uncertain as to what I meant. Please click it and some details will be displayed. Then copy and paste or screenshot them to share the details with us so that we can investigate this more.

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    Answered by cariocaproductions on August 14, 2013 at 05:33 PM

    We are testing this with a client whom is willing to test for us. We will advise you of the results.

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    JotForm Support

    Answered by jonathan on August 14, 2013 at 05:43 PM

    Hi,

    Please update us when you have the results.

    Thanks.

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    Answered by cariocaproductions on August 18, 2013 at 10:30 PM

    This has been resolved. Thank you for following up.