Payment_Error - Payment total does not match order total error in my form

Hi,

I have a form that seems to be working, but 2 users just received the message "Payment_Error - Payment total does not match order total". Someone else placed an order in between the 2 failed orders and it worked fine. Is there any way I can trace the problem myself? Is there a log table I can look at? I already tried clearing the cache. This is an URGENT request for help.

Thank you.

Hi Jeannine,

Thanks for reaching out to Jotform Support. Can you please try to reintegrate the PayPal Business integration in your form by disconnecting and reconnecting it back to see if the error persists? Let me show you how:

1. Select the Payment field and click on the Wand icon to open Payment Settings.
   
   
2. Click on the Connected button and select the Reconnect option.
   
3. Then, click on the Connect button and enter your PayPal credentials.

Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Let us know if you need any more help.

Yes, the error still persists. As I mentioned in the post it worked great for 9 users, then it didn't work (received the error message), then it worked again for a different user, then it didn't work again. It's not the PayPa connection. I also notice that the page correctly calculates the $ amount but then when I start to enter the address, the $ amount turns to $0. Although it does then charge the correct amount (on the times it works). Not sure if the turning to $0 is part of the same problem? Thanks again for your help.

Hi Jeannine,

Can you take a screenshot of what’s happening and send it to us? We’ve got a guide here that’ll show you how to do that.

Once we hear back from you, we'll be able to move forward with a solution.

Then I start to enter Address and poof, the Total Amount ($) changes from 130 to 0. I don't know if this is related to the actual problem of Payment_Error or not, but it seems related.

Please help! I'm panicking. This is our only fundraiser for the year. 1600 food insecure people are relying on this form to work.

Hi Jeannine,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thanks for your patience and understanding, we appreciate it.

Hi Jeannine,

I cloned your form to test it, and I easily replicated the issue. There is an easy fix for this, we just need to add a 1 form calculation widget and 2 update/calculate field condition. Let me show you how:

First, we need to disable one of the logical conditions that states IF Address STATES equals "nm":

1. In Form Builder, click on Settings in the orange navigation bar at the top of the page.
2. Go to the Conditions tab.
3. Hover your mouse over the condition, click on the Gear icon, and select Disable.
   

Next, we add a form calculation widget to get the value of the Total Amt form calculation widget:

1. In Form Builder, click on Add Element at the left of the page.
2. Go to the Widgets tab, and select the Form Calculation widget.
   
3. Click on the Wand icon of the new form calculation widget.
4. Click on Add Field, select Total Amt, and click Save.
   

Next, we add an Update/Calculate Field condition when the State is equal to "nm" or "NM":

1. In Form Builder, click on Settings in the orange navigation bar at the top of the page.
2. Go to the Conditions tab.
3. Click on Add Condition, and select Update/Calculate Field.
   
4. Copy the conditions on the screenshots below and click Save.
   

Lastly, we change the Get Price From option of the Payment field to the new form calculation widget:

1. In Form Builder, click on the Wand icon of the payment field.
2. On the Get Price From section, click the dropdown and select the new form calculation widget.
3. Click Save.
   

Result screencast:

Here is my demo form, feel free to clone it. We have a guide on How to Clone an Existing Form From a URL.

Give it a try and let us know if you need any help.

THANK YOU, THANK YOU, THANK YOU!!!

That worked to solve the disappearing $ amount when adding the address. Can you explain to me why it needs to be done this way so I can do it correctly next time? Can I delete the original Total Amt field or do I need both Total Amt and New Total Amt fields?

Do you think it will solve the intermittent "Payment_Error - Payment total does not match order total" problem? Since my first post, I have received a few new orders that have worked, but I'm still not sure why some orders give the Payment_Error message?

Thanks!

Hi Jeannine,

Since you are using the User Defined payment option, you need to make sure that the total amount is copied over to your payment field. Even if you have automatically added a form calculation widget as the total field, you still need to copy it to the payment field. You should no longer receive the payment error since you are copying the correct amount to your payment field.

Keep us updated and let us know if you need any more help.