Form email not sent correctly to PayPal?

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    Asked on August 27, 2014 at 05:39 PM

    My form was working up until about an hour ago, then I got reports that PayPal is giving this error:

    We cannot process this transaction because there is a problem with the PayPal email address supplied by the seller. Please contact the seller to resolve the problem. If this payment is for an eBay listing, you can contact the seller via the "Ask Seller a Question" link on the listing page. When you have the correct email address, payment can be made at

    The address at the top of the PayPal screen is screwy- it has "%40" instead of the "@" character in the email.

    I've set and then reset the email though the form wizard but it's still incorrect at PayPal.

    Help! I need this form up and working!

    Thank you,

    Susan B.

    Jotform account name cvtsc

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    Answered on August 27, 2014 at 06:00 PM

    The same email address works correctly in another form:

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    Answered on August 27, 2014 at 07:44 PM


    It looks like you need to update your email address with PayPal and with your integration.  I am surprised anything is sent with an address that has a "%" instead of an "@".  If you update both and you still cannot receive payments, let us know and we will be happy to assist your further.

    Thank you for using JotForm!

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    Answered on August 27, 2014 at 08:22 PM

    Hi David,

    My email address does not have a '%' character in it. %40 is unicode for '@'.

    This issue appears to have been solved; I found this comment in another forum question:

    Answered by Mike_T on August 27, 2014 at 06:03 PM

    We are sorry for the inconveniences caused.

    There was an issue with the product names encoding today. It has been fixed by our developers, so that apostrophes and other symbols will not cause any issues anymore.

    Please feel free to contact us if you need any further assistance. We will be happy to help.

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    Answered on August 27, 2014 at 08:29 PM

    This is the exact same problem I'm having. Do I need to do something additional to correct this?

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    Answered on August 27, 2014 at 08:31 PM

    Mine just started working again about 2 hours ago. I assumed it had to do with the fix Mike_T mentions.

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    Answered on August 27, 2014 at 08:32 PM

    Hi David I am having the same issue and my pay pal email address is correct on forms and I have never changed it since Ive been using Jotform. 

    This seem to be a technical issue within jotfrom and pay pal. This is a crutical week for my business and I need this fixed asap. Please look into it more than the above reply. Thank you

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    Answered on August 27, 2014 at 08:33 PM

    I usually do about 200-250 orderd and about 1/4 are getting through and the others are not. it has been doing it on and off for a day now


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    Answered on August 27, 2014 at 11:01 PM

    Hi Guys,

    Our sincere apologies for this inconvenience.

    I have cleared all your form cache here. We'd appreciate if you could please try it again. So far on my test, everything seems to be working properly now. One of our developers are also monitoring this issue.

    If you happen to encounter this issue again, please let us know and we'd be happy to assist you further.

    Thank you so much for your patience and Regards!