Payment Form: Credit Card Information Field Appears Blank After Working

b. the pay form is not working the credit card info is blank this happened after it was working , again nothing i did

Hi Leititia,

Thanks for reaching out to Jotform Support. When I checked your form it says that you need to connect it to a payment connection even though it was already connected. Take a look at tne screenshot below:

Can you go ahead and remove the reusabled payment connection then add it back again? 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.

I cant do this . It was all set up and working. And now it's not, I didn't
do anything to disturb this. This is going to be an ongoing problem. If i'm
getting orders all day and it's cancelling going to shut off on its own.Can
you please do this from your end
...

I made a photo of what the screen looks like for each step right now.I'm in product payment form.I see where it says ad payment connection that it's clearly not connected.I don't know where to go from here.I need pictures of the screen

Hi Leititia,

Removing then adding the payment connection will not take more than a minute as that specific payment connection is already added. Unfortunately we cannot do it on our end for security reasons. Doing this helps resolve issues because it forces a refreshed connection between Jotform and the payment gateway.

Give it a try and reach out again if you have any other questions.

I cannot find form builder. I cannot find product list field. I do find the only a form that I created. And I can right click on it.I can click the box to the left of it.I can highlight it, but I don't see anything else after that.To do

Hi Leititia,

If you're having trouble with opening the Form Builder, you need to go to My Workspace page to open it. Let me show you how:

1. On your My Wokspace page, click on the form you want to open.
2. After that, click on Edit Form to open the Form Builder.
3. Then, you can proceed with removing the payment connection as shown by the steps provided by my colleague.

If you are not seeing these options, can you share a quick screen recording of what’s happening so we can try to replicate it on our end? You can upload it to Google Drive, Dropbox, or record with Loom and send us the link.

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