What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Users having problems submitting PayPal form

    Asked by dsalzman on August 13, 2014 at 03:37 PM

    I have a form that gets transferred to Paypal for payment and it seems that users are having issues submitting the form (before heading to Paypal). The form is embedded in a Google site and unfortunately this is a requirement, so I'm hoping that isn't the cause.. A couple of users said they were using IE, so I'm wondering if it's a browser-related issue? Any help would be appreciated. Thanks.

    Page URL:
    https://sites.google.com/a/stonybrook.edu/family-farewell-bbq-picnic-2<br/>014/

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    Answered by totalamr on August 13, 2014 at 04:17 PM

    Mine wasn't working yesterday either, no email notifications, duplicate submissions and our clients were reporting issues while trying to submit. Jotform sent me to my external IT person and web developer to fix the issue on our end. Before we could look into the fix it started working again so it was clearly a Jotform issue. Just FYI so you don't start messing with things on your end. I wish Jotform would let users know there is an issue that they are working on.

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    JotForm Support

    Answered by Mike_T on August 13, 2014 at 05:53 PM

    @Dsalzman,

    We had an issue with the PayPal payment forms today, the redirect to the payment page was affected by a bug. The issue is supposed to be already fixed. If you notice it again, please let us know.

    @Totalamr,

    I did not have a chance investigate your case, but it seems that the issue was related to something else. You can always contact our Support Team when something is wrong.

    Thank you.

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    Answered by dsalzman on August 14, 2014 at 11:34 AM

    Hey Mike_T-

    Thanks for the quick response!

    I just got off the phone with a couple of customers this morning who are having issues when using Internet Explorer. They can fill out the form, but when they hit submit the form hangs and never gets sent to Paypal. I'm using Chrome to take care of the payments and am having no issues, so I'm assuming it's a browser-related issue? Any ideas on how I can resolve this for my IE users?

     

    Thanks.

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    JotForm Support

    Answered by david on August 14, 2014 at 02:34 PM

    Hi,

    I checked the link you provided and it takes me to a Google login page.  I also checked your account to see which form you were working on and it does not appear that there are any forms associated with your account.  If you could please let us know the form you are having trouble with we will be happy to see what we can do.

    Thank you for using JotForm!

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    Answered by dsalzman on August 14, 2014 at 03:23 PM

    Thanks David. The form is under the sbufsaweb account which is shared with my account. I unfortunately cannot unlock the sign-in for you to view the live form as it's a requirement.. Is there any way you can view the form directly from the account or did you need me to create a replica for testing?

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    JotForm Support

    Answered by david on August 14, 2014 at 04:40 PM

    Hi,

    I can clone the form to test from that account, thank you.  When I checked it in IE  it seemed to be working correctly:

    I am however using a very new and updated version of IE.  It seems very likely this may be browser specific though.  If possible have your users at a minimum update their browsers but our forms do tend to work best with FireFox or Google Chrome.

    If you could provide a working link to the embedded form we will be happy to check that too.

    Thank you for using JotForm!

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    Answered by dsalzman on August 15, 2014 at 02:18 PM

    Will do, thanks! I think we're ok for now. No reported problems today and Monday is the last day for customers to purchase tickets. Thanks again

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    JotForm Support

    Answered by david on August 15, 2014 at 03:52 PM

    Hi,

    Glad to hear it.  Let us know if you have any further issues and we will be happy to help.

    Thank you for using JotForm!