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.

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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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    Payment Submission getting kicked out

    Asked by sneils on September 30, 2014 at 05:25 PM

    I'm having an issue with  people being able to submit my form but payment not going through for one reason or another — EXCEPT FOR ONE SUCCESSFUL SUBMISSION!

    One fellow tells me: "Keep getting kicked out when I hit first page submit button." I DID receive his registration info but no PayPal payment.

    Another registrant: "I got a message from PayPal saying: Data does not match input character set or default encoding.  For more information, please contact the merchant.

    She hit the merchant link & got the message "Fatal Failure."

    Today is the deadline for this event registration.  Incredibly frustrated.  Anyone's suggestions are appreciated.

    I've been through enabling IPN already on PayPal end. Did that weeks ago.  Re-checked and it is enabled still.  

    What else?  Thanks all.



    Registration link at: www.highlandlakeschallenge.com

    Page URL:

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    JotForm Support

    Answered by BDAVID on September 30, 2014 at 07:36 PM

    I was able to reproduce the issue with your jotform:

    However the problem does not happen on the standalone version(only on your site):

    I would recommend you to remove the embedded iFrame code, and get a fresh iFrame code of your jotform, paste the iFrame in a note pad, and remove the script code (highlighted code):


    Then embed it in your webpage, that should solve the issue. Let us know what happens, we will be glad to assist you.

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    Answered by sneils on September 30, 2014 at 10:57 PM

    I changed out the code and this seemed to work for me.  Of course, I was not having trouble getting through in the first place.  It was my paying customers :)

    Can someone try the registration page for me and let me know if you get kicked out —or— if you are, in fact, able to reach the PayPal page (payment) without error.

    Thanks so much, BDavid & Jeannette  — and all!


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    JotForm Support

    Answered by ashwin_d on October 01, 2014 at 01:15 AM

    Hello Sandy,

    I did test your form which you have embedded in your web page and it seems to be working as expected. It does redirect to the PayPal checkout page successfully. Please check the screenshot below:

    Thank you!

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    Answered by sneils on October 01, 2014 at 07:50 AM

    Thank you. I think we've got it fixed now :)  Appreciate all the help.

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    JotForm Support

    Answered by ashwin_d on October 01, 2014 at 09:29 AM

    Hello sneils,

    You are welcome.

    Do get back to us if you have any questions.

    Thank you!