Customers not receiving Thank You message after paypal payment.

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    Asked on September 23, 2013 at 10:08 AM

    I have a paypal button on my web page.

    The customer will complete the form then click on the paypal button.

    The customer is then taken to the paypal log in screen.

    The customer logs in and pays the fee.

    The customer does not receive any Thank You message.

    In paypal i have auto return switched on.

    In paypal i have also inserted the Thank You details.

    In Jotform i have selected the custom url and added the return url


    Form url

    Return url

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    Answered on September 23, 2013 at 01:18 PM

    I have phoned paypal who have advised me that the following code needs to beadded to the paypal button on my form.

    <input type="hidden" name="return" value=""> 

    Can you confirm this,if so please could you make the neccessary change.

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    Answered on September 23, 2013 at 04:20 PM


    Please take note that the Paypal Auto Return URL will be overridden by our API settings. Here's what Paypal Auto Return URL works for us:

    -If the buyer pays with a PayPal account, they are automatically taken back to the site.

    -If the buyer pays with the Credit Card Option, they are taken to the receipt page where PayPal gives them the chance to print out a receipt. This is a legal requirement. After that, the buyer must click on the "Return to Merchant" link in order to return to the site.


    There is no need for you to add that codes. You will just need to add the Thank You Page as your Custom Thank You URL. Please refer to this guide: Custom Thank You URL



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    Answered on September 23, 2013 at 05:24 PM

    Thanks for the reply.

    If you look at my current form for the web page in question you will see that the thank you message url is allready applied in the custom url field.

    So going by what you have said this then does not work at all for me.

    I actually purchased the item from the page myself to check it out and i am not redirected to my thankyou page of which is

    If the customer clicks on the paypal button,then signs into paypal & then pay for the item please tell me at which point the thank you page is presented  to the customer ?

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    Answered on September 23, 2013 at 10:52 PM


    May I know what are you seeing on your test purchase after checking out on Paypal page? Are you being notified that it is a successful payment?

    Because it should return and redirect you to the thank you page URL you have set to your form.

    Are you receiving the payments of your users when they successfully submitted your form and checkout using Paypal checkout?

    We need to ask these questions to provide you the appropriate help on the issue.

    Thank you and we will wait for your response to assist you further on your inquiry.


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    Answered on September 24, 2013 at 05:20 AM

    This is the procedure of what happens.

    customer completes the form

    customer clicks on checkout with paypal

    customer is then redirected to the paypal login screen

    customer complete username & password

    then customer pays for the item

    from now on the only option left to do is log out of paypal


    The customer receives a receipt from paypal for the trtansaction.

    I receive the completed form

    I also receive the paypal transaction to advise customer sent me ££££

    Customer is not redirected at any stage to my thank you page

    I have completed the above as if i was a customer to see for myself whats happening and this is how i can advise you the above steps.

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    Answered on September 24, 2013 at 01:51 PM


    Here's an example output when you Pay using a Credit Card. Per my first statement, you have the ability to return to the Merchant's Website which is your Custom Thank You URL:

    After you click the link, you will be taken to this page which is Auto Redirect to the Custom Thank You URL in the form:

    Should be automatic when paying using Paypal Balance. Let me test this function and go back to you. I seem can't pay using this method with my account.


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    Answered on September 24, 2013 at 04:59 PM

    As a test how about you buy the item on my web page and i will refund you.

    This way you can check it out 100% for both of us.

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    Answered on September 29, 2013 at 06:05 AM

    Any update for this post ?

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    Answered on September 29, 2013 at 08:33 AM

    It's been a few days. I'm sorry. I couldn't make an actual test, I don't have any balance in Paypal right now. 

    Please give us another time. I will now bookmark this thread so I could easily check this. Thanks for your patience and understanding.

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    Answered on September 29, 2013 at 08:40 AM


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    Answered on November 12, 2013 at 07:58 AM

    So what happened here? I am having the exact same issue. It doesn't inspire confidence that Jotform support doesn't have a way to automatically test this kind of stuff.

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    Answered on November 12, 2013 at 08:02 AM


    Are you having this issue right now? What is the name of the form affected?

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    Answered on November 12, 2013 at 08:28 AM

    Yes I am, the test form is called YOLO, do you need a link?

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    Answered on November 12, 2013 at 10:14 AM


    Request you please open/create a separate thread with regards on your query and provide us more information for further assistance?

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    Answered on January 24, 2014 at 02:15 PM

    Hi.  I have a similar issue.  I keep asking for it to be resolved and I am getting no response.  Please respond.


    The URL Jotform is sending from PayPal has an extra S in the https.  It is simple to fix.  Can I talk to a developer please?


    anyasb-at-gmail dot com.

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    Answered on January 24, 2014 at 02:51 PM


    I am a JotForm developer and I am responsible for fixing this bug. I have had this problem fixed since December 30 last year.

    Are you sure the problem still persists on your end? If so, kindly open a new thread and specify on that thread that I should be the one to handle your case.

    Provide as much details as possible and describe how the problem can be recreated.

    I'll await your new thread. Thanks!

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    Answered on July 26, 2017 at 02:59 AM

    How can i get buyers information on thankyou page. Please help....


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    Answered on July 26, 2017 at 04:27 AM


    To better assist you, I have opened a separate thread for your concern, please refer to this link instead: We will address it accordingly.

    Thank you.