PayPal Business: Unable to process payments

Hello,

I have a particular form that multiple users have reported PayPal processing issues with. The form is "SDAG Monthly Show 2024". Users are reporting that when they click on PayPal as the payment method, once Paypal opens and they click on the payment button, it just sends them back to the Jotform with no receipt or indication that the payment has gone through.  When they try a credit card it tells them that the card is incorrect, and to enter the card info again. Users have tried various laptopns/desktops and browsers (Chrome, Safari) to try to get around the issue, with no success.
So far, we have had 3-4 users report this issue in the last 48 hours. Can you please help me understand why this is happening and how to fix it?
Thanks, Whitney

Hi Whitney,

Thanks for reaching out to Jotform Support. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Usually, if we remove the payment integration and then add it back, that solves the issue. Let me show you how to do that: 

1. In Form Builder, click the Wand icon of your Payment field to open Payment Settings.
2. Click on Reconnect to disconnect and connect again.
3. Click on Continue at the bottom.

We also have a guide here that you can check out.

Give it a try and let us know how it goes.

Hi,

Thanks for the help. I've tried using "reconnect" just now. Is it normal for t to appear as if nothing happened? Meaning, no confirmation or message that it has reconnected?

Thanks

Hi Whitney,

To ensure this is reconnected, I recommend switching the payment mode to Test Mode and then switching it back to Live Mode. This can help reset the connection and confirm that the integration is properly re-established. Let me show you how to do it:

1. In Form Builder, click the Wand icon of your Payment field to open Payment Settings.
2. In the Payment settings window, click the Mode dropdown option and select Test Mode.
3. After that, wait a few seconds and then switch it back to Live Mode. Since I'm using a test account, I'm doing this in reverse shown in my screencast below.
4. Click Connect again and log in to your PayPal Business account.

Let us know if you need any more help.

Thank you. This fixed the issue!