PayPal checkout integration: It is not sending or responding

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    Rebecca Latham 
    Asked on November 12, 2020 at 04:46 PM

    One of our forms (the most important one) is acting possessed. I've been working on it for two hours to restore an old version and it keeps changing before my eyes. Please, please, please... I need to speak to someone who can fix this form.

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    EltonCris
    Answered on November 12, 2020 at 07:56 PM

    I checked your payment form and it is properly configured. It is also working when I tried to fill out and selected Paypal as payment.

    11132020_40oVrx30BB.png

    If you are still experiencing the same problem, could you please elaborate or provide a screenshot? So far your form is in good standing as of checking.

    Thanks

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    Rebecca Latham 
    Answered on November 17, 2020 at 06:28 PM
    We have worked through many of the issues but the one we still can’t figure out is why these three forms are now requiring a payment method (either credit card or PayPal) when the balance is $0. This was not the case prior to 11/12/20, and we need our volunteers/members to be able to register for free activities and trainings without having to enter a payment method unless they have a balance.
    Fall Catalog Registration - Volunteers
    Fall Catalog Registration – Members
    Fall Catalog Registration - Troops
    Rebecca Latham
    Chief Executive Officer
    Girl Scouts of New Mexico Trails
    4000 Jefferson Plaza NE
    Albuquerque, NM 87109
    (505) 343-1040
    NMGirlScouts.org
    [Girl Scouts of NM Trails Logo]
    ...
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    EltonCris
    Answered on November 17, 2020 at 07:50 PM

    Hi Rebecca,

    It should be possible to submit the form when the amount is zero. However, upon checking your form, I found a problem. In your form, it seems you were able to add multiple payment fields which is not yet possible. Note that in a single form, you can only add/have 1 payment field in it.

    11182020_ZVceeKYbcP.png

    To fix it, I suggest you delete all the other payment fields in your form. To do that, I suggest you download your submission data first for your local copy. Note that deleting a field also deletes its associated data.

    Those fields (payment methods CC/PayPal) are not selectable in the form builder since they are connected to the product fields. To delete them, you have to click a clickable field before it (upper fields) then use the down arrow key in your keyboard to move to the payment method field that you want to delete then hit the Delete key on your keyboard to finally delete it. If you find this confusing, we can delete them for you if you would allow us to. Just let us know which payment field that you'd like to keep in your form.

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    EltonCris
    Answered on November 17, 2020 at 08:11 PM

    By the way, the cause of multiple payments in your form could be due to revision since you mentioned restore an old version. Please let us know if you need further assistance in deleting those duplicate payment fields, let us know which payment field to keep as well.

    Thanks

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    Rebecca Latham 
    Answered on November 17, 2020 at 08:28 PM
    I haven’t added any of these. There should only be one that is connect to the order form.[Graphical user interface, text, application, email Description automatically generated]
    Rebecca Latham
    Chief Executive Officer
    Girl Scouts of New Mexico Trails
    4000 Jefferson Plaza NE
    Albuquerque, NM 87109
    (505) 343-1040
    NMGirlScouts.org
    [Girl Scouts of NM Trails Logo]
    ...
  • Profile Image
    Rebecca Latham 
    Answered on November 17, 2020 at 08:28 PM
    Is there any possibility of speaking with someone on the phone? The form is (again) acting crazy. I really, really need help to correct this issue.
    Rebecca Latham
    Chief Executive Officer
    Girl Scouts of New Mexico Trails
    4000 Jefferson Plaza NE
    Albuquerque, NM 87109
    (505) 343-1040
    NMGirlScouts.org
    [Girl Scouts of NM Trails Logo]
    ...
  • Profile Image
    Rebecca Latham 
    Answered on November 17, 2020 at 09:28 PM
    I reverted back to the Oct. 1st version of the form, deleted and recategorized all of the remaining items… still no ability to submit without payment.
    Rebecca Latham
    Chief Executive Officer
    Girl Scouts of New Mexico Trails
    4000 Jefferson Plaza NE
    Albuquerque, NM 87109
    (505) 343-1040
    NMGirlScouts.org
    [Girl Scouts of NM Trails Logo]
    ...
  • Profile Image
    Rebecca Latham 
    Answered on November 17, 2020 at 09:28 PM
    [Graphical user interface, text, application Description automatically generated]
    Rebecca Latham
    Chief Executive Officer
    Girl Scouts of New Mexico Trails
    4000 Jefferson Plaza NE
    Albuquerque, NM 87109
    (505) 343-1040
    NMGirlScouts.org
    [Girl Scouts of NM Trails Logo]
    ...
  • Profile Image
    Mianala
    Answered on November 17, 2020 at 11:28 PM

    Hello,

    Unfortunately we do not have call support yet. I have tested your form and could submit without having to go through the Payment. I have also noticed that the multiple payments mentioned by my colleague above is no more present.

    Let us know if you need further assistance.

    1605673606_5fb4a286f0702_

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    Rebecca Latham 
    Answered on November 18, 2020 at 11:28 AM

    I definitely need further assistance, because I still can’t submit the form without payment (despite being told by Jotform support last night that they were able to submit without payment). See time stamp at the top of the page. Please help us fix this!
    [Graphical user interface, text, application Description automatically generated]
    ...
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    nmgirlscouts
    Answered on November 18, 2020 at 12:40 PM

    I definitely need further assistance, because I still can’t submit the form without payment (despite being told by Jotform support last night that they were able to submit without payment). See time stamp at the top of the page. Please help us fix this!

    1605721216_5fb55c80f03a6_Screen Shot 202

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    VincentJay
    Answered on November 18, 2020 at 04:01 PM

    Hi,

    I am assuming that you're still referring to this form: https://www.jotform.com/form/202095712453148

    Please keep in mind that you need to select one payment method to submit the form. If you choose the PayPal option, you need to click the PayPal Checkout button and then Submit. If you choose the Debit or Credit Card, you need to fill out the credit card information before submitting the form.

    1605733194_5fb58b4a771b3_zvcx354135s.png

    Please give it a try and let us know if the issue still persists. We'll wait for your response. Thank you!

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    nmgirlscouts
    Answered on November 18, 2020 at 04:04 PM

    Again, the problem is that users are being forced to enter PayPal or credit/debit card when the balance is zero (some of our products are free).

    If you have a zero balance and you try to click PayPal, the PayPal window will not come up.

    If you have a zero balance and you enter your credit/debit card, the submit button gets stuck on Please Wait.


    I'll get another screen shot...

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    nmgirlscouts
    Answered on November 18, 2020 at 04:12 PM

    1605733857_5fb58de1f257e_Screen Shot 202


    If you don't select any products the form will submit. But if you click on any of the $0.00 products it will still make you enter credit card or pay pal (and neither will actually work).

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    VincentJay
    Answered on November 18, 2020 at 05:29 PM

    Thank you for more information and for sharing a screenshot.

    I was able to replicate the issue with the PayPal option or Debit Card option. The form is not responding and it is stuck on the Please Wait Submit button.

    Let me forward this issue to our developer so they can check this properly. Once we have any updates, you will be notified.



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    nmgirlscouts
    Answered on December 03, 2020 at 03:07 PM

    Hello, I'm writing to see if this issue has been resolved yet. I need people to be able to put a free item in their cart and only have to enter PayPal or credit card info if they owe any money. This worked flawlessly until November 12th for us, then it stopped. Now they are required to enter PayPal or card info when they have a $0 balance and the form gets stuck on "Please Wait." I'm rebuilding a new form here, but same issues exist: https://form.jotform.com/203345105691046

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    VincentJay
    Answered on December 03, 2020 at 04:19 PM

    Hi,

    The ticket got canceled. Unfortunately, we do not have any updates from the backend team.

    Could you please try this method? Clone the form (https://form.jotform.com/203345105691046) and remove the payment field. After that, add the product list field and add the PayPal integration. You can follow this screencast:

    1607030294_5fc95616dea37_bcsgs3.gif

    Please give it a try and let us know if the issue still persists. Thank you!

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    nmgirlscouts
    Answered on December 04, 2020 at 11:48 AM

    YES! It worked when I used PayPal Checkout instead of Paypal Business. Thank you!

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    VincentJay
    Answered on December 04, 2020 at 12:53 PM

    Thank you for updating us.

    We're glad that it is now working on your end.

    Please contact us again if you need further help.