Payment Integration: Unable to Capture Payments on Form

Form:https://pci.jotform.com/form/2308530050019433

Hi Mazen,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

The error code 9500 with the message "The funds could not be captured" typically indicates a declined payment issue. This can happen due to various reasons such as restrictions from the bank or issues with the payment method used.

Let me help you with that:

1. Contact your bank to check if there are any restrictions or issues with the card or account used for the payment.
2. Try using a different payment method such as another credit/debit card or PayPal if available.
3. Review your payment integration settings in your Jotform account to ensure everything is configured correctly.

If the problem persists after these steps, please provide more details about the payment gateway you are using, and any additional error messages you see, so I can assist you further.

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

using paypal

Hi Mazen,

Are multiple users getting the same error? As Podo mentioned, error 9500 is a payment issue. Usually the user just needs to try again or use another card. Can you go ahead and remove the current reusable payment connection and then add it back after? It’s easy to delete a reusable payment connection from the form. Let me show you how: 

1. In Form Builder, click on the Product List field, then click on the Credit Card icon.
2. Then, in the menu that comes up on the right side of the page, click on the Trash Can icon in the Payment Connection section.
3. Now, click on Yes, Remove.

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

Tried reconnecting, it is still not working

Hi Mazen,

Did you already try to use a different card? For more details about the error code 9500, you can check here.

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

facing same issue again

what to do?

9500 error code

Hi Mazen,

I created a ticket and escalated this to our relevant team. We can't tell you exactly when the issue will be fixed, but we'll let you know via this thread as soon as we have an update.

Thanks for your patience and understanding, we appreciate it.



HI
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SHARED SCREEN RECORDING AS WELL

WE HAVE BEEN USING THE SAME CARD FROM A LONG TIME, BUT SUDDENLY WE ARE FACING ISSUES.

THIS IS AFFECTING OUR BUSINESS, PLEASE CHECK AND RESOLVE ASAP

Hi Mazen,

The payment you attempted could not be completed. The transaction was flagged as suspected fraud, and this response comes directly from PayPal. You can learn more about the error code here. For security reasons, the same card cannot be used to complete the payment. To proceed, try using a different card or an alternative payment method.

Let us know if you have any other questions.