Unable to take payment on form

  • Profile Image
    Ayres_Louise
    Asked on November 10, 2021 at 09:46 PM

    Hi there,
    I have just had a customer try to place an order through my form and they were given an error message saying they couldn't make the payment. I think they mentioned something about eWay.
    Is there any way for me to test what the problem may be?
    My form is: https://form.jotform.com/210250884654860
    Many thanks,
    Louise.

  • Profile Image
    Yau_C
    Answered on November 10, 2021 at 10:56 PM

    Hi,

    1636602820_618c93c49c78a_

    As you can see, you do not have an Eway account.

    Please sign up for an Eway account first.

    Thank you.

  • Profile Image
    Ayres_Louise
    Answered on November 28, 2021 at 06:39 PM

    Hi,
    Thank you for your response.
    I believe I had already set up an eWay account as per the screenshots attached.
    Is there anything else you can recommend to fix this problem?
    I tried again today to process an order and received the error message shown below.
    Many thanks,
    Louise.

    1638142620_61a4129c6ff38_Screen Shot 2021638142720_61a4130034c93_Screen Shot 2021638142765_61a4132d14ac3_Screen Shot 202

  • Profile Image
    Katherine_W
    Answered on November 28, 2021 at 07:13 PM

    Hi there,

    Happy to help!

    Typically, when this issue persists, it's possible that one of the credentials are incorrect.

    Could you please ensure that you've entered the most updated credentials correctly, especially the API and the password? Note that it is the API password, not your eWay account password.

    Please also ensure that the entire encryption key is entered, something like:

    1638144741_61a41ae50872b_

    If the issue still persists after verifying this information, please let us know.

  • Profile Image
    Ayres_Louise
    Answered on November 29, 2021 at 01:38 AM

    Hi Katherine,
    Thank you for your prompt response.
    I believe I have all this set up correctly and it still isn't working.

    How best can I delete the eWay payment integration without losing all the products I have already put in this form?

    Thank you,
    Louise.

  • Profile Image
    Rehan_F
    Answered on November 29, 2021 at 02:39 AM

    Greetings Louise,

    As there is no option to switch the payment integration and you don't have any submissions so you can delete the product list and add it again using a different payment integration.

    The products will be loaded again as soon as you add a new payment integration.

    1638171539_61a48393d956f_card.gif

    Should you have any questions then please let us know.

    Thanks