- loribellaAsked on August 25, 2011 at 03:07 PM
Hi, we have a form set up at http://form.jotform.com/form/12195834414.
It has worked fine until yesterday. Our sign ups are now complaining that they get an error page from PayPal when they try to pay. Test it out for yourself. I just tested it twice, once it didn't work and then it did. Sometimes when I hit the "Don't have a PayPal?" link on the PayPal payment page, it takes me to an error page. I called PayPal about it and they said that since the PayPal button was created on your end and not within PayPal, there is no way for them to trouble shoot it.
We need this fixed immediately, we are losing money!!!
Why is there no support phone # for urgent issues likes these?
- JotForm SupportNeilVicenteAnswered on August 25, 2011 at 03:33 PM
Can you try recreating the problem so we would know the exact error message displayed? Paypal has a page for API Error Codes and if you can give us the specific code, we can troubleshoot this the soonest time possible and minimize your losses.
Please respond with the exact message you're getting. A screenshot would be super. Click here to learn how to attach screenshots.
We look forward to hearing from you soon. Thanks!
- loribellaAnswered on August 25, 2011 at 04:04 PM
I have tried but have not been able to reproduce the problem to get a screen shot. Not sure what to do now. Will you try going to the form, putting "test" in the name field, submit the form, and on the PayPal page clicking on "Don't Have a PayPal Account?" and tell me if it gives you an error?
Maybe it was temporary, maybe it will be sporadic, I don't know?
I can tell you that I don't recall seeing any error code on the rejection page, just words and I don't remember what they said but it definitely said something about that it couldn't do the transaction, I just don't remember why.
- JotForm SupportNeilVicenteAnswered on August 25, 2011 at 04:14 PM
As per your request, I made a test submit on your form, clicked on the "Don't have a Paypal account?" and this is what I got:
Are you sure that the error occured when you clicked "Don't Have a Paypal Account"? Were they not able to enter their credit card information before receiving an error?
- loribellaAnswered on August 25, 2011 at 05:06 PM
I am sure that's what happened when I tested it myself. I entered "test" into the name field of my jotform, clicked the submit form button, it took me to paypal, I clicked on "Don't Have a PayPal Account" link and PayPal took me to a page with a message that said it couldn't do the purchase (can't remember the wording). It did not take me to the page with the fileds to fill out. Then I did the exact same thing 4 more times and it worked fine.
Guess I'll just wait until the problem pops up again and remember to do a screen shot then.
- allanftdAnswered on August 25, 2011 at 10:51 PM
Okay Loribella, please notify us as soon as you experience the same issue again. It may also be a good idea to contact Paypal Support for them to investigate on their end as well. A screenshot of the error would also be a valuable piece of information, so kindly provide one if possible.
Thank you for using JotForm. Have a great day!