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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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    Lots of my clients are getting this error on Stripe: "Payment Error. Payment was unsuccesful. Your card was not charged."

    Asked by melodicsounds on June 02, 2016 at 11:59 AM

    a lot of clients are having an Payment Error. Payment was unsuccesful. Your card was not charged. What it is ? How to fix it? I personally test it with my cards and works fine for me but now I have received more than 5 complains from different people. Could this be a mistake from people filling the details in the fields? Or how to fix...


    The form is here:  https://form.jotform.com/60967271989980 and this form gets pre-propulated with this form: 


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    JotForm Support

    Answered by Welvin on June 02, 2016 at 01:08 PM

    You were able to receive payments from others, right? If so, that's either the card of those who gets the error has insufficient balance or their bank rejected the transaction for security reasons. You have a hundred of submissions in the form so the two above are likely to be considered. 

    Please note that Stripe will validate the transaction and if they found something unusual, they may cancel the transaction or reverse the payment (for successful transactions).

    Please ask them to check with their bank and also ask them what type of card they are using. 

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    Answered by melodicsounds on June 02, 2016 at 06:24 PM

    Yes I understand but Im writing because since 2 days ago now 7 clients (2 new today) are having the problem.. it was working fine thats why you see a lot of payments but today another 2 new custoemrs are receiving the same problem, so I need some solutions because I am losing money.

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    Answered by melodicsounds on June 02, 2016 at 06:29 PM

    Also, if I go to my Stripe dashboard in Payments I don't see the "Failed" payments... so its something to do with the form..

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    JotForm Support

    Answered by EltonCris on June 02, 2016 at 09:49 PM

    I checked your Stripe payment field and it is setup properly. I also made a test submission on your form and it prepopulates the amount to the stripe payment field.

    If possible, can you please give us more details about what specific device these users are using and what browser and its version? Perhaps it may have something to do with older versions or specific devices.

    There's just nothing much we can do right now since we could not reproduce the problem, but with the above details, we may be able to investigate the issue in depth.


    We'll await your reply.

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    Answered by PastBook on June 06, 2016 at 09:36 AM

    I'm having the same issue on some of my forms when accessed from mobile, sounds like this old bug https://www.jotform.com/answers/569629-Secure-Form-viewed-in-mobile-device-shows-Payment-Error-message-after-clicking-submit

    Can you please check and let me know asap? 

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    JotForm Support

    Answered by Jan on June 06, 2016 at 11:45 AM


    We will post our reply on this thread that you created. Here's the URL: https://www.jotform.com/answers/854393

    Thank you.

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    Answered by florencejhill on June 20, 2017 at 08:09 AM

    Hello I am having the same problem with this Payment Error and we are unable to take payment using our form on jotform. I have tried to click on the link above to see the solution on a separate thread but every time I do the site takes me back to the 'my forms' page. I have submitted a question twice via the contact page and the site gives me no confirmation that my question has been received but takes me back to the homepage. 


    Please can someone help?

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    JotForm Support

    Answered by Welvin on June 20, 2017 at 09:22 AM

    @florencejhill: I see that you have created your own thread regarding the payment error in the form. We will address your problem there instead. Here's the link to your thread: https://www.jotform.com/answers/1178238.