Client having trouble paying

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    Asked on August 07, 2015 at 12:45 AM

    My client tried to pay a deposit via PayPal integrated into my contract and it gave her a fraud transaction email and froze her account. I called PayPal and they said it was not any problem on my end and that it was on the sender's end that it was restricted, I was wondering if this had anything to do with jot forms or if anyone else has experienced this. 

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    Answered on August 07, 2015 at 05:39 AM

    Did the problem occur while using our payment widgets, this is the first time such a problem has come up,if possible kindly provide a link to the affected form so that we can investigate further

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    Answered on August 07, 2015 at 11:01 AM

    I believe so, I used the "payment tools" to add a PayPal payment for their deposit. She was able to make the payment go through after she identified herself but she said that her PayPal was deactivated after the transaction went through. I am not sure if it's on this end or hers, I have never had the problem before.

    Here is the link to the form, thank you.

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    Answered on August 07, 2015 at 12:18 PM

    I checked your form and all your settings look to be OK to accept payment.  If other payments have gone through in the past, it was likely something that occurred on the users end.  Closing the PayPal window, timing out, something of that nature.

    The submission did show up as an incomplete payment submission:

    You should be able to recover the information from there.

    You will have to enable Paypal Optional on your account to allow
    users who does not have Paypal account to pay with credit card.

    Here's how to turn this setting on within your PayPal account:

    1. Log in to your PayPal Account and select the Profile tab. 
    2. Click on My Selling Tools on the left side of the page. 
    [If you are using the classic view you should see it under Selling Preferences> Website Payment Preferences]
    3. Click on Update next to 'Website preferences.'
    4. Scroll down the page to the section titled
    PayPal Account Optional
    and select On and click Save at the bottom of the page.

    If you have any further questions, let us know and we will be happy to help.

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    Answered on August 07, 2015 at 01:45 PM

    Thank you for your help! She was able to submit it again and the contract as well as the payment went through then a couple hours later she got an email saying it was a suspected fraud transaction and it deactivated her PayPal. 

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    Answered on August 07, 2015 at 01:48 PM

    That is likely something she will have to take up with PayPal.  There is nothing we can do regarding a fraud alert with a payment.  We only forward the information to PayPal, we do not process any of the payment data.