PayPal Integration: Fastlane payment option isn't working

Fastlane connects billing information for a transaction but doesn't finish the transaction.

Hi Richard,

Thanks for reaching out to us for help. Regarding the issue with Fastlane connecting billing information but not completing the transaction, this can happen if the payment process is interrupted or not fully completed on the payment gateway side.

Let me help you with that:

1. Check for Incomplete Payments: In your Jotform Tables, you can view incomplete payments by going to your form submissions and selecting the Incomplete Payments section. This will show submissions where the payment was not fully processed.
2. Review Payment Gateway Settings: Ensure your payment gateway integration is set up correctly and is in Live mode, not Test mode.
3. Enable Notifications: You can set up incomplete payment notification emails to alert you when a payment is started but not finished, so you can follow up accordingly.

If you want, you can also mark incomplete payments as completed manually or delete them if necessary.

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

Hi Richard,

This behavior may occur if there's an interruption during the final payment authorization process or if there's a misconfiguration within the PayPal integration. To help us check this further, could you confirm whether you or your form respondents are seeing any error messages or experiencing any redirect issues when trying to complete the payment?

In the meantime, we suggest removing the current PayPal integration from your form and re-adding it. This will ensure the connection is refreshed and properly authenticated. After reintegrating, reconnect your PayPal account and run a test submission to see if the issue persists.

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

Removed the current PayPal integration and re-added it. Same problem.

Hi Richard,

Could you confirm that the issue happens only when using Fastlane option? How about if using PayPal option? Also, if you can take a screenshot of what’s happening, that'll help us to understand better what’s going on. Let me show you how to post a screenshot to our Help Center:

1. On the Help Center page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

That's it. Once we hear back from you, we'll be able to help you with this.

I tested the form by using Venmo, worked fine. Tried PayPal, but my personal PayPal account has expired and it would not allow me to just use a credit card (which the old PayPal did). Fastlane, very consistently, collects my credit card info and address; and then nothing. No buttons or other obvious steps to proceed to a final checkout.

Hi Richard,

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

Hi Richard,

I tested your form and had the same issue, so I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Hello,

We are sorry for the issue you experienced.

Your form seems not connected to the PayPal. Please remove your existing connection and reconnect to PayPal.

On the other hands, Submit Button is required in the form. Please re-add your submit button. PayPal integration conditionally shows or hides the submit button so you don't need to remove it manually.

If you need to prevent submission without payment, you can make payment field required.

Thank you.

I have removed PayPal several times and reinstalled it. Same result. And I did not remove the Submit button. It just isn't there. We have donors that want to donate but I can't get a credit card option to work. Just tried to use the Credit Card and PayPal option, which eliminates FastLane and Venmo); same result, it takes my credit card info and then nothing, no Submit button. I have had this same problem with one other membership form as well.

Hi Richard,

Can you try to add a Submit button on your form as mentioned by our colleague? Let me show you how to do it:

1. In Form Builder, click on Add Element on the upper left side of the page.

2. Drag and drop a Submit element from the left side of the page to your form.

After that, can you test your form to see if it's going to work?

As soon as we hear back from you, we can move forward with a solution.

Wow, it works! Thank you so much. I seems so obvious now that you pointed it our; but I just couldn't make that connection. Rick Bloom
On Friday, July 18, 2025 at 06:00:10 PM EDT, Jotform <noreply> wrote:

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PayPal Integration: Fastlane payment option isn't working
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HiRichard,
Can you try to add a Submit button on your form as mentioned byour colleague? Let me show you how to do it:
1. InForm Builder, click on Add Element on theupper left side of the page.
2. Drag and drop a Submit element fromthe left side of the page to your form.
Afterthat, can you test your form to see if it's going to work?
As soon as wehear back from you, we can move forward with a solution.
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