- XLAutomationAsked on August 15, 2015 at 11:03 PM
I have been using the Jotform PayPal integration for months and the testing via the Sandbox was working. Recently I needed to retest a change in part of the process and now the final step in the process on the Thankyou message is not displaying the message as it did previously.
Basically we had a HTML page showing on completion to advise the user of a successful payment. That page is now not returning the page in HTML.
First step I removed all the HTML from the Thankyou page and it still was not working
The default Thankyou page does work....but we can't use this to complete our process
I then created a totally new form thinking something must have been corrupted in the old form and the same issue has occurred at that step in the process.
Here is the direct link to the form
To complete the final step and see the problem you need an account in our Sandbox....please contact me for that and I can provide it...
See attached a screenshot of the final page that is returned on payment success......
- ShadaeAnswered on August 16, 2015 at 12:26 PM
I reviewed the form: http://form.jotform.co/form/50558972543868 and I am only seeing "Thanks very much" in the thank you message:
Please ensure that you are adding the HTML code to the source code window of your form:
Please inform us if you are still experiencing an issue.
- XLAutomationAnswered on August 16, 2015 at 04:37 PM
Here is the screen shot of the Thankyou Page that I see after replacing the original HTML code that was working with this form...
- ShadaeAnswered on August 16, 2015 at 06:43 PM
I have submitted your form and was unable to replicate the issue:
Please try the following steps:
1. Load the form in the form builder.
2. Select again the thank you message
3. Save the form
4. Clear your forms cache: http://www.jotform.com/help/229-How-to-Clear-your-Form-Cache.
5. Re-embed the form using our iframe method: http://www.jotform.com/help/148-Getting-the-Form-iFrame-Code.
I hope this helps, please inform us if you are still experiencing an issue.
- XLAutomationAnswered on August 17, 2015 at 12:13 AM
I can see that your form submission was successful....which means it is still working in some cases
But I am still seeing problems on my end after clearing the form cache
When you advise to use your iFrame method is that for the placement on our website....if it is not working for me directly when I click on the form URL why would that be a solution.
I am going to record a video of the issue so that you can see in action the problem on my end...
Before I do that I will clear all browser history on this machine and also the form cache again...
- XLAutomationAnswered on August 17, 2015 at 03:57 AM
Find below links to a couple of videos I have taken to show you what is happening on our end when we test this form....please assist us in resolving this..
1st video is the purchase process with integration to PayPal
2nd video are the Jotform screens we are seeing for this form
- ShadaeAnswered on August 17, 2015 at 08:13 AM
Thank you for providing the video regarding the issue that you have been experiencing.
Our developer team has recently updated our "Thank You" page feature. Could you remove the current "Thank You" message from your form and create once again.
Please inform us if you are still experiencing an issue and we will have this passed on to our development team for a closer look.
- XLAutomationAnswered on August 17, 2015 at 05:03 PM
Yes...this was the first thing we tried..
We did this by setting the Thankyou Page to the Default Thankyou Page....when the form submission completed it then showed that default page.
Then we returned to the Thankyou message and the problem was not resolved.
So I think it does need to be passed on to your development team....it appears to me as though something in our account or form setup is not working for the Thankyou message feature on this form...
- XLAutomationAnswered on August 17, 2015 at 05:35 PM
I have also looked further at both of the forms that we have integrated with PayPal one for our TEST account and one for the PRODUCTION account...both of them have "incomplete payments"
This is a real concern given that it appears even though the payments are received in PayPal they may not be registered in Jotform as paid... what could this be a problem with the integration to PayPal ....see the TEST form for the transaction lodged by Shadae yesterday and also one we just lodged for firstname.lastname@example.org
I am contacting the one that was an "incomplete payment" for someone on the PRODUCTION form.
- XLAutomationAnswered on August 17, 2015 at 05:46 PM
Last thing to add for the development team...
After removing the HTML for the Thankyou Message and then setting the Default Thankyou Page and saving that page I then completed a transaction and got the Default Thankyou
I then went back into that form to "add" the HTML back into the page and it was still there ??
- XLAutomationAnswered on August 17, 2015 at 06:24 PM
One further step I just took.
I created a new account in Jotform
TestXLAU and then created a brand new form linked to our test PayPal account.
I then used that for testing and experienced the same problem I have been having with this form in our other account.
So there must be something now wrong with the HTML or setup I am doing on this form since your changes to the Thankyou page....please advise what can be done to resolve this as we need to working the way it was for our PayPal integration on this form...
- ShadaeAnswered on August 17, 2015 at 09:34 PM
I created a clone version of your form and using our PayPal test account I was able to replicate the issue that you are currently experiencing.
I have forwarded this issue to our developer team. Any update on the issue will be posted to this thread.
I moved your question regarding incomplete payments to a new thread: http://www.jotform.com/answers/641566, it will be addressed there shortly.
- XLAutomationAnswered on August 18, 2015 at 01:00 AM
That's great that you have been able to replicate this issue...
Hopefully the development team can provide feedback to resolve this..
- JotForm DeveloperhasanAnswered on August 18, 2015 at 02:41 AM
Thanks for letting us know about this bug. We made improvements and fixed the issue.
I made some test submission with a clone of your form and didn't experience any issue. Could you please check your form and let me know if there is a problem?
Have a nice day.
- XLAutomationAnswered on August 18, 2015 at 03:55 AM
Yes...I have now tested this again and the TEST form for us is working again as it was before.
Do we need to also test our Production form that has the same code or will the fix you have made now apply to all forms that you the Thankyou Message option ?
- JotForm DeveloperhasanAnswered on August 18, 2015 at 04:14 AM
You don't have to test your production form. It should be fine.