On Payment Error with Square, the user gets redirected to the start of the form

  • Profile Image
    circusartsinstitute
    Asked on December 19, 2020 at 12:52 PM

    My customers are getting a Payment Error when trying to make a payment via the Square integration on this form Circus Arts Institute Training Registration. Please see the attached for a screen shot of the error.


    THIS IS A CRITICAL ERROR FOR US!


    Without being able to accept payments, we are dead in the water. Please respond ASAP to let me know what I need to do (or y'all need to do on the backend) to get this working again.


    Thank you!

    Screenshot
  • Profile Image
    Gaetan_B
    Answered on December 19, 2020 at 02:32 PM

    Hello,


    From the error message, it looks like the credentials you've created on Square's end are not right.


    Here's a guide from Square to help you: https://developer.squareup.com/docs/general-troubleshooting#my-api-call-returns-an-authentication_error-error-code


    Should you have any further inquiries, do not hesitate to reply to this thread

  • Profile Image
    circusartsinstitute
    Answered on December 19, 2020 at 03:55 PM
    I do not customize any credentials. I am using the out-of-the-box
    integration of square into jotform. The problem is internal.
    ...
  • Profile Image
    Gaetan_B
    Answered on December 19, 2020 at 04:27 PM

    Hello,

    In this case, could you please remove and add the integration again?


    This might solve the issue.


    Should you have any further inquiries, do not hesitate to reply to this thread

  • Profile Image
    circusartsinstitute
    Answered on December 20, 2020 at 10:43 AM

    I have pulled out the payment portion and have made this a separate step. I need for y'all to let me know what integration problem may still exist. I cannot afford to keep making tweaks and still have a payment problem.


    One additional item I noticed. If there is an error on payment processing, for example an incorrect expiration date, an ERROR comes up and the user MUST restart from the beginning of the form. In the past, if there was an error on payment processing, it would return you to the Credit Card screen to correct. Why is this not the case anymore? Why do I need to burdon my customers with having to go back and re-fill out a multi page form, just because of a typo at the end of the form. Please elaborate why this change and what can I do to keep them on the Credit Card payment screen to allow them to correct their mistaken entry?


    I've invested too much time with JotForm. But as of late, there have been problems with the tool and integration with Square that has caused me to loose potential business. I should not have to 're-connect' my form to Square to fix an issue created by your poor testing of the integration of these 2 parts (JotForm & Square). If a 're-connect' was needed, you should do this in the background and not leave it up to your users. If these problems persist, I may need to re-think our use of JotForm.

  • Profile Image
    Jimmy_D
    Answered on December 20, 2020 at 12:13 PM

    Our apologies for the inconvenience. I understand your frustrations.

    I have pulled out the payment portion and have made this a separate step. I need for y'all to let me know what integration problem may still exist. I cannot afford to keep making tweaks and still have a payment problem.

    Unfortunately, we do have a way to test the payment integration when it's connected on live mode. - 

    You can connect your account to Square on Sandbox mode and use a square sandbox Credit card to test it. You can find the test CC here.- https://developer.squareup.com/docs/testing/test-values

    One additional item I noticed. If there is an error on payment processing, for example an incorrect expiration date, an ERROR comes up and the user MUST restart from the beginning of the form. In the past, if there was an error on payment processing, it would return you to the Credit Card screen to correct. Why is this not the case anymore? Why do I need to burdon my customers with having to go back and re-fill out a multi page form, just because of a typo at the end of the form. Please elaborate why this change and what can I do to keep them on the Credit Card payment screen to allow them to correct their mistaken entry?

    If any of the information submitted such as the CVV is work the user would be presented with the following error. They would need to click on "Go back and fix" to fix the error.

    1608483765_5fdf83b5d9561_

    (reproduced from a test performed a moment ago.)

    Similar to what you have on the screenshot you have shared.

  • Profile Image
    circusartsinstitute
    Answered on December 20, 2020 at 12:55 PM
    In the past, if there was a CC processing error, it would return to the
    Credit Card screen so that the user could make the correction. But NOW, the
    user has to go back to the very beginning and re-do the entire form, just
    because of a small typo when making payment. This is NOT how it worked
    before. Why did this change, when did this change, and can this change be
    backed out? I am losing sales 'cause y'all changed things, and changed them
    for the worse. My customers spend a lot of time completing their forms
    ...
  • Profile Image
    Gaetan_B
    Answered on December 20, 2020 at 02:18 PM

    Hello,


    I do not think there is a workaround for this behavior, unfortunately.


    However, rest assured that every answer is saved.


    Regarding the authorization issue, you can solve it by opening the Square Payment wizard, then changing the mode to Test Mode then back to Live Mode, and finally clicking the Connect button.


    Should you have any further inquiries, do not hesitate to reply to this thread

  • Profile Image
    circusartsinstitute
    Answered on December 20, 2020 at 03:22 PM
    Why was this behavior changed? Personally (and professionally) this was a
    bad move on JotForm's part. If you cannot get the user back to the Credit
    Card screen when there is an issue with the entered info, then this is a
    TERRIBLE solution that will require some serious thought about moving our
    forms processing to a different vendor. I think that y'all really need to
    re-think this change and get the user back to the screen with the problem
    instead of making the user re-complete the form. I cannot run a business
    when my tool vendor changes things, for the worse, causing me to lose
    potential customers and revenue.
    ...
  • Profile Image
    Gaetan_B
    Answered on December 20, 2020 at 04:32 PM

    Let me ask why the change has been made and if there is a way to revert it and I will get back to you.


    Thank you for your patience.


  • Profile Image
    Gaetan_B
    Answered on December 21, 2020 at 03:35 AM

    Hello,

    Upon checking, this is a behavior that cannot be changed.

    Respondents will be redirected back to the first page of the form, but they don't have to redo the entire form since not all fields will be cleared.


    Should you have any further inquiries, do not hesitate to reply to this thread

  • Profile Image
    circusartsinstitute
    Answered on December 21, 2020 at 10:11 AM
    WOW...really, you can't redirect the form to appear on the page with the
    error. THIS IS NOT A GOOD THING. Based upon this change (for the worse)
    coupled with other issues I have either come across and identified or
    created my own workaround for, I have come to the conclusion that this tool
    (JotForm) is not for us. Any tool that is 'supposed' to help a business,
    but can actually turn business away, is not good for our business. If
    y'all decide that it is the right thing to do, direct the user to the page
    with the error (as was done before), let me know. But in the meantime,
    JotForm is forcing me to look at alternative solutions for my form
    processing.
    ...
  • Profile Image
    circusartsinstitute
    Answered on December 21, 2020 at 10:22 AM
    Would you be so kind and open a ticket for this BUG (it worked before, now
    it does not work; hence a bug) and escalate this issue to management and/or
    a Change Control Board?
    ...
  • Profile Image
    Jessica_H
    Answered on December 21, 2020 at 10:27 AM

    Hi circusartsinstitute, we sincerely apologize for the inconvenience that you and your customer have to face.

    However, please be noted only some fields/widgets that needed to be filled out again. For example, the signature widget or the Term and Condition widget. 

    Let us know if you have other questions. 


  • Profile Image
    circusartsinstitute
    Answered on December 21, 2020 at 12:22 PM
    My customers (plural) SHOULD NOT have to re-fill ANYTHING out prior because
    there was a typo entering their CC information. In the past, if there was
    a CC error, focus would have been back to the page that had the issue. In
    this case, back to the CC screen. But this no longer happens. My users
    MUST go back to the very beginning of a multi-page form only because
    JotForm made a change that broke this. THAT IS UNACCEPTABLE AND I REQUEST
    THAT THIS GET FIXED IMMEDiATELY.
    ...
  • Profile Image
    circusartsinstitute
    Answered on December 21, 2020 at 12:55 PM
    With all of this email exchange back and forth, I have done additional
    troubleshooting for JotForm; I'll send a bill later :-).
    It appears that if the CC widget is the LAST screen on a form and there IS
    an error processing the CC, focus will return back to the CC screen.
    However, if the CC widget is NOT the LAST screen on a form and there IS an
    error processing the CC, focus will return to the start of the form.
    Perhaps y'all could 'recognize' a CC form, not the location and if an error
    is returned, goto that location instead of allowing these defaults.
    I did this on a MUCH smaller form just to test out a theory. I would
    recommend that y'all recreate this in your environment and see what you can
    do to maintain where the CC screen is so you can return to it if a CC error
    is returned.
    ...
  • Profile Image
    circusartsinstitute
    Answered on December 21, 2020 at 12:55 PM
    REWORDED...
    Perhaps y'all could 'recognize' a CC form by setting a flag, note the
    location and if an error is returned, goto that location instead of
    allowing these defaults to process.
    ...
  • Profile Image
    Jimmy_D
    Answered on December 21, 2020 at 02:12 PM

    Hello, 

    I understand you would like the form to go back to the payment section and not to the first page if a client clicks on the "Go back and fix" link on the Square error page. I have raised this to our back end. We cannot tell you when they will implement it; however, we will send you a message as soon as we receive an update. 

    Thank you, 

  • Profile Image
    circusartsinstitute
    Answered on December 21, 2020 at 02:33 PM
    Yes, that is correct.
    ...
  • Profile Image
    circusartsinstitute
    Answered on January 18, 2021 at 03:52 PM

    Well, it has been about 1 month. Have y'all fixed this bug yet? I just tried to re-integrate the square payment back into my form and ran a test with a BAD expiration date. The card was kicked out, an error posted, and I had to go back to the beginning of my form; unacceptable. Looks like this has not been fixed yet.

    I would suggest running various tests using the SQUARE payment widget. Tests could include use of 'all questions on 1 page' and 'single question per page'. Also swap the SQUARE widget location in the form; at the end and not at the end. Different combinations will show you that there REALLY is a bug and its something that needs to be fixed.

    My hope is that the next communication from y'all will be either a date to expect this correction or that this has ALREADY been corrected.

    Thank you!

  • Profile Image
    EltonCris
    Answered on January 18, 2021 at 06:51 PM

    I hate to say this but there's still no update from the assigned team yet. We also couldn't provide you a definite time to when this will be fixed. However, as soon as this is fixed by our developers, you will be informed here.

  • Profile Image
    circusartsinstitute
    Answered on January 19, 2021 at 10:22 AM
    Can the ticket for this bug be escalated to a higher level of critically?
    Perhaps y'all don't think this is a critical bug. But for my business,
    which relies on revenue like all other businesses, this bug DOES affect my
    business and bottom line. Your swift review of the problem and correction
    will be greatly appreciated.
    Thank you!
    ...
  • Profile Image
    Yau_C
    Answered on January 19, 2021 at 11:18 AM

    Greetings,

    I understand the urgency of your issue.

    I have further escalated this issue from 'important' to 'very important'.

    We appreciate your patience during this special time our world is facing.

    Best regards,

  • Profile Image
    circusartsinstitute
    Answered on January 19, 2021 at 01:11 PM
    Thank you.
    ...