- KeithyAsked on May 04, 2016 at 04:58 PM
Sorry - one other question!! It's with regards to Dwolla. I entered an incorrect password at first for my WellsFargo account. Now, every time I go to try and pay, it says I have incorrect account info and won't let me reaccess the page to enter the correct password. There is no settings or account information page for me to access. At this point, this form of payment is rendered useless. When I click to go back to Jotform, all of the information in the form is gone and I have to start over. Not a very good - in fact a very frustrating - customer flow.
Is there something I am missing here? If so, please advise. Thank you very much!!
- BorisAnswered on May 04, 2016 at 05:12 PM
I'm not sure if I completely understood where the incorrect password was entered.
1. Have you entered an incorrect password on Dwolla, when creating / setting up a new account with them? If so, you can use Dwolla's "forgot password" feature:
2. Have you entered incorrect information on the Dwolla integration of your JotForm form? If so, you can edit the JotForm form at any time, by clicking on the wand-shaped icon of your payment tool to run the payment wizard. Here is how to correctly set up a Dwolla integration on JotForm:
3. Have you entered the password incorrectly somewhere within the Dwolla account? If so, I'm afraid that there is not much we at JotForm support can do. I would recommend reaching out to Dwolla support team in such a case, so that they can correctly help you fix an incorrect password in their system:
Please let us know if there is anything else we can do to help from our end.
- KeithyAnswered on May 04, 2016 at 10:02 PM
Thanks - I'm referring to the password associated with the banking institution once in Dwolla it locks you out. I realized if you wait an hour or two it clears.
I was able to get in but am now getting this error as soon as i click submit for the transaction. Is this a jot form or Dwolla error?
- JotForm SupportjonathanAnswered on May 04, 2016 at 10:46 PM
Thank you for providing us with the screenshot detail.
The error screen was pertaining to the API keys you had provided when you setup the Dwolla integration.
Pleae redo the integration process in your Form Builder and make sure you provide the correct information to the ff:
Let us know if this still did not resolve the issue.
- KeithyAnswered on May 05, 2016 at 12:42 PM
Thank you again for your assistance. I just updated my API information (although it has not changed) and am still getting the same exact error as above. This form is going live tomorrow and I'm not sure what the issue is :-/ Getting really nervous. I've gone through the Dwolla Integration process so it should be working. Any additional clarification or guidance here would be greatly appreciated. Thank you!
- JotForm SupportKevin_GAnswered on May 05, 2016 at 01:09 PM
I have checked your form and seems like you need to double check the credentials that you are providing in the integration, I have submitted it and I was redirected to this page:
I would suggest you, as Jonathan did on the comment above, to re-integrate your form with Dwolla and double check that the info you are providing is correct, if after checking the info that you are providing this is still not working, let us know, we will be glad to take other look to your form.
- KeithyAnswered on May 05, 2016 at 03:07 PM
Hi thanks - in the dwolla app, i redid the process (twice) by creating new applications. I went through the entire process, following your help page exactly, created new keys, and secrets, reintegrated into the jotform widget and now am getting the same "invalid checkout key" page that you are. i am going to need further assistance here. i'm sure there is something i'm not seeing, but i'm pretty confident that i'm following your help instructions accurately.
any other suggestions? sorry...
- BenAnswered on May 05, 2016 at 03:48 PM
Now, the error that you are shown (the one with black background) is shown by JotForm. The error that it is showing was sent to JotForm servers from Dwolla.
As such I would like to ask you to contact them at this time to see if your account might need to be 'unlocked' or something to that context.
For example, if they need to (for some reason) activate the access to you.
They would also be able to see if any part of the credentials should be changed.
If they forward you towards us and say that the details are correct, please do let us know and we will forward this to our developers.
- KeithyAnswered on May 06, 2016 at 01:02 PM
Hi! Thank you for your prompt assistance as usual -- i have reached out to Dwolla and they said that the error is NOT on my part (ie I haven't entered info or integrated incorrectly). The "Invalid Checkout Key" error is a generic error indicating there is something wrong with the way Dwolla and Jotform are communicating. Their developers are planning to reach out to you, however, I'm not sure when they plan to do this. Is there anything your developers can do with the above information in order to escalate? Are other people having a similar situation? I tried to get dwolla direct contact info, but the only info I have is what's listed on their site: email@example.com and 1-888-289-8744. My IT request is identifiable by the email on my account if you were inclined to reach out to Dwolla.
My apologies for sounding very stressed by this, however, I am a non-technical person and was relying on this process being as simple as proposed. I am now under the wire to get this integrated. My small business is relying on this and if I can't get this to work properly I'm going to have to pull the function, rewrite all the copy, and under deliver on what I've promised :-(
Anything you can do to help resolve is greatly appreciated. Thank you very much.
- JotForm SupportMikeAnswered on May 06, 2016 at 01:48 PM
I have made some submission tests, and it appears that the issue is somehow related to the long Dwolla field label.
The field label has been replaced with a short one and a text description field.
The form is redirecting properly to the payment page now.
Also, a bug report ticket has been sent to our developers.
- KeithyAnswered on May 06, 2016 at 02:54 PM
Hi! That is awesome - thank you. But I think there is still something wrong...
I just tested and that does seem to have changed something as I am now able to get further than I was before. Meaning, I was able to log in to Dwolla and click the purchase button. However...now I am back to getting the same error screen listed above that started this whole chain - the error that says "Error API credentials are missing. Please contact form owner."
To continue trouble shooting, I just reintegrated using a new key and secret. Was able to get to the purchase screen in dwolla. I click purchase and get this Error 504...with no indication of whether money has been withdrawn from my account. This seems to be a dwolla error. But, if you have any insight here, please advise.
I appreciate the Jotform support team. You guys try very hard to assist, but truthfully, unless a solution comes to fruition, I'm going to have to pull it and will definitely not recommend the service to anyone. When dealing with sensitive bank account information and money, there is no room for error. I get that this service is free and to that point I think I am unfortunately getting what I'm paying for. :-(
- HubersonAnswered on May 06, 2016 at 03:31 PM
I'm not sure 504 error has nothing to do with security. This is a gateway timeout, caused probably by one of the servers taking to long to respond and give this error due the timeout setting on that server.
Also, I don't think JotForm process payment, even if the possibility to integrate payment in your form is there, the process is handled by other services like PayPal and the like.
Thank you for the additional information, this has been escalated to Level 2 already. You should be notified here of any update.
- KeithyAnswered on May 06, 2016 at 03:40 PM
Ok thank you. No, I know Jotform doesn't process the payment. I was referring to the issues with Dwolla. Because the process hasn't been smooth and their support slow to assist, it doesn't reflect well on their capabilities. To clarify on above, Jotform, is great, no issues with your team or services!
Thank you or escalating!