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.


  • Profile Image

    We've had a problem with PayPal trying to charge double for classes that we are selling.

    Asked by fredebali3 on September 19, 2016 at 01:42 PM

    This is one of the emails I have received from our customers.

    I was attempting to register for the Family Manners 1 class at 7:30 on Thursdays. However, it never sent me to PayPal to pay for our class, and once I got the confirmation email, it did not have the class listed on it. I then tried to reenroll before receiving the email and it is trying to double charge me for the class.

    This has happened multiple times. Can you tell me what to do about it?

    Debbie Aheimer

    Page URL:
    https://form.jotform.com/62305608843961

    problem charge a for
  • Profile Image
    JotForm Support

    Answered by KadeJM on September 19, 2016 at 03:39 PM

    It seems to me that you are having an issue with your paypal payment integration for your form that is double-charging your customers.

    Would you mind providing us with an example user that was last claiming to be double charged?

    Does the double charge show up in paypal for the customer twice?

    I see you have 14 Incomplete Payments but those are submissions that were never paid for because the user left the page prematurely for some random reason such as not waiting and closing the page after submitting before it could redirect to paypal.

    Additionally, looking through I see you have a double for Jodi as the first since it's twice, however it seems to be two different transactions for her as an example since I noticed she had two different ones for her purchases as she was the first I was seeing doubled up. 

    Any successful transactions you had should appear in your submissions listing and not incomplete.