Square Integration: Payments not received

Good morning, I had two payments that were submitted by customers of Jotform but it did not carry over to Square. The ink shows live in the form.

Hi Trunnis,

Thanks for reaching out to Jotform Support. Regarding the issue where payments submitted by customers show as live in your form but did not carry over to Square, this can happen due to integration or connection issues between Jotform and Square.

Here’s how to troubleshoot and resolve this:

1. Check your Square integration settings in the Form Builder to ensure your Square account is properly connected and authorized.
2. Verify the payment mode is set correctly (Live Mode vs. Test Mode) according to your Square account status.
3. Confirm your business location is selected correctly in the payment settings, as this affects where transactions are sent.
4. Review your Square Dashboard to see if the payments appear there or if there are any errors or pending transactions.
5. Reconnect the Square payment gateway if needed to refresh the connection and resolve any tokenization or authorization errors.

If these steps don’t resolve the issue, please provide more details about your setup and any error messages you see.

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

All setting are accurate. It did not solve the issue

Hi Trunnis,

One of our Support Team members will take it from here to follow up shortly.

Hi Trunnis,

If I understand correctly, the form has been submitted, but the payments aren't reflecting in Square. Is that correct? If so, it could be that the payments haven't been completed. Incomplete payments with Square typically occur when a form filler starts the payment process but doesn't complete it, often because of closing the browser or not completing it on the Square page. Can you check if they are listed as Incomplete Submissions? It's really easy to do in Jotform Tables. Let me show you how:

1. On your My Forms page, select the form you want to check for incomplete submissions.
2. In the upper-left corner, next to the Create Form button, click on Submissions.
3. In Tables, click on the Three Dots icon next to your form's name, and then in the dropdown menu, click on Incomplete Submissions.
4. In the Incomplete Submissions menu, hover over the submission and click on View. This will open the form with the incomplete submission in a new tab.

You can also check out our guide about How to View Incomplete Submissions in Jotform Tables for more information. Keep in mind that marking an Incomplete Payment as completed adds the submission to your table and reports alongside other entries. It also triggers email alerts and different related actions, such as integrations and workflows. But, it doesn’t retry the payment process or charge form fillers.

If the submissions don't show up as Incomplete Submissions, can you share with us the submission IDs associated with the submissions you're referring to? Also, I can look into this for you. But, I’ll just need access to your account to do that. Don't worry, you can disable that again after we're done checking things out. Let me show you how to do it:

1. In the upper-right corner of your My Forms page, click on your Avatar/Profile Image icon.

2. In the small window that opens, click on Settings.

3. In the panel on the left, click on the Security tab.

4. Then, on the bottom-right side of the page, toggle Jotform Support Access to the On position.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

I have given you access. Thank you for your help

Hi Trunnis,

After reviewing your form submission, I confirmed that there are no incomplete payments recorded. I also noticed that the Authorization Only feature is enabled in your Square integration, which allows you to charge the form filler’s card within six days of their submission.

Your submission table indicates that the user’s card was charged; yet, the system shows that no payment information was provided. As a result, no payment has been processed in your Square account.  This usually means the form didn’t collect valid payment data even if it appears that a card was authorized.

To fix this, ensure that the Square integration is set to Live Mode in your form’s payment settings. Also, make sure the payment field is marked as Required, so users must enter their payment information before submitting the form. Let me show you how:

1. Open your form in Form Builder and click on the Product List field.
2. Then, click on the Gear icon on the right side of it.
3. In the menu on the right side of the page, toggle Required Field to On.

Once done, try submitting a test entry with a real card to confirm the payment data is captured.

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

So once that is done do I have to reach out to the customer to resubmit the payment?

Hi Trunnis,

Yes, as my colleague explained, no payment was collected through your Square account. The user will need to submit the form again for the payment to be completed. Also, since you have the Authorization Only feature enabled, you have to manually charge the customer either from Jotform Tables or via the link provided in the Notification Email.

Let us know if you have any other questions.