PayPal Integration not connected when logging into Jotform account

Hello,

Our finance admin is able to login to my Jotform account and successful connect Paypal/JotForm. But when I go login to copy the forms and see the connection, the paypal form is not connected. I want to know what the issue is, I don't understand why Jotform/Paypal is having connection issues when I login, especially when I am the main user and we are logged into the same account. Is it an IP address issue?

Hi Jackie,

Thanks for reaching out to Jotform Support. Are you talking about this form? If so, I went ahead to check it and found that PayPal Business, used as the form's payment gateway, is not yet connected. Check out the screencast below:

If both you and your Finance Admin are looking at only one single form (i.e., the above form), you should be able to see what it's current state is. But, since we won't be able to know if your Finance Admin connected PayPal into the form or not, we can't confirm if the one we saw is the same, or different, from what you claim it was. There is a possibility that the connection was removed before you logged in, thus its current status.

Although, I am also not sure what you mean when you said, in verbatim: “But when I go login to copy the forms and see the connection, the paypal form is not connected.” Are you talking about cloning the original form to get a copy of it? If yes, please note that any copied payment gateway or integration needs to be reconnected in order for any of them to work on the cloned form, as it works separately from the original one.

Can you try reconnecting the PayPal account into the form and see how it goes? To make sure, I've cleared your Form Caches to refresh the data. Let me show you how:

1. In Form Builder, go to the Product List and click on the Shopping cart icon.
2. In the PayPal Integration settings, click on Connect.
3. A modal to login to your PayPal account will show up. Complete the process from there, and it should be reconnected to your form.

Once done, sign out from the account and sign back in. You should be able to see that PayPal is still connected to the form. Sign out again and have your Finance Admin sign in to check the form on their end, and it should show the same.

Give it a try and let us know if you have any other questions.