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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    Page not redirecting to PayPal page or not processing on encrypted form using PayPal Pro or Express

    Asked by andrewj8 on August 13, 2015 at 12:51 PM

    When a user elects to pay by paypal and not by credit card, the submit button changes to a Paypal button. I'm ok with that, but all they get after clicking on Pay by Paypal is the thank-you screen. They don't get redirected to paypal to enter in their paypal account information so that we actually get paid. What am I doing incorrectly?

    Page URL:

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    Answered by andrewj8 on August 13, 2015 at 12:58 PM

    I have tried using the form as it is embedded in our website and I have tried it as a stand-alone form by going directly to the URL

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    JotForm Support

    Answered by Kiran on August 13, 2015 at 02:34 PM

    It seems that the issue is being occurred due to enabling Encrypted Forms option from Form Preferences. Let me forward the issue to our back-end team to take a look. You'll be posted through this thread once we have any update on the issue.

    Meanwhile, please disable the form encryption for this form so that it should be redirected to PayPal.

    Thank you!

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    Answered by andrewj8 on August 13, 2015 at 03:11 PM

    ok. I disabled the encrypted forms. Using the website embedded form it still does not redirect. Using the direct link I get the following response:

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    Answered by andrewj8 on August 13, 2015 at 03:21 PM

    I just tried it again using direct link and it seems to be working like it should. So we're back to just waiting on the encryption problem.

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    JotForm Support

    Answered by Mike on August 13, 2015 at 05:56 PM

    Thank you for your update. This thread will be updated as soon as we have any news for you.

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    JotForm Support

    Answered by Mike on August 21, 2015 at 03:33 PM

    Answered by andrewj8

    > Is this also true for Stripe?

    According to my tests, the Stripe integration is not affected by any processing bugs on encrypted forms.

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    JotForm Support

    Answered by NeilVicente on August 25, 2015 at 01:55 PM


    I realize you have already switched your form to accept Stripe payments, but I would like to inform you that we have just released a fix for the issue you have reported. PayPal Pro and PayPal Express should now work with encrypted forms without a hitch.

    Please let us know if you encounter any other issues or if you have any questions or concerns. Thanks!



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    Answered by Jay  on January 10, 2016 at 10:45 AM


    We still have the above problem. In chrome it doesn't redirect you to paypal but instead directs you to the thank you screen. 


    Please could you solve this problem.


    Thanks you in advance.




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    JotForm Support

    Answered by Mike on January 10, 2016 at 12:55 PM


    We have moved your inquiry into a separate thread to be able to address it properly.

    We will get back to you with an update to the following thread as soon as possible.