How can I figure out why customers are not getting transferred to PayPal when they submit form?

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    Asked on August 19, 2016 at 04:47 PM

    Hi,our school created a form in which people could pay using a check or PayPal.  The goal was to try to get more people to pay via PayPal so we don't have to deal with checks.  Unfortunately in the nearly 3 months the form has been up I am getting over 50% people that when they click submit it fails to transfer them to the PayPal page.  Is there anyway to trace what is going on?  It kind of defeated our goal of getting more people to send in PayPal payments.

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    Answered on August 19, 2016 at 06:20 PM

    Is it okay if we fill the form for testing purposes and submit it in order to see if we get redirected to PayPal when the option is selected?

    On regards of your goal, remove the option to pay by check, in that way you will have people paying through Paypal.

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    Answered on September 12, 2016 at 11:04 PM

    Sorry, I did not followup.  Yes, you can fill it out if you want.  Yes, I know I can remove the check option but had to leave for some people for now.  We had so many issues with Paypal not having the check would have been detrimental to our event.  Many people tried using paypal and failed, which resulted in us getting duplicate entries from people trying to do it multiple times.  Finally, they gave up and decided to just send a check.  If it would have been more successful people would be more likely to use it next time.  As it is now, I am not sure we will use again.

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    Answered on September 13, 2016 at 03:02 AM

    It worked for me when I tried your form. It redirects to Paypal when Paypal option is selected as the payment method. I am not getting any problems so far.

    My test:

    Are you still having such problem in your form right now? Your form seems to be working perfectly fine on Chrome and Firefox. It should work on any browsers by the way.

    I believe we made a few updates with Paypal in the past few months so I'm not sure if it was due to the updates which cause them to fail. Payment integration issues usually don't last a day because our team constantly release updates and fix them. I believe everything are stable now.