Payment Widget: Payment not processing on form despite being present

The payment widget on our forms, at least one of them, is not working. And a sponsor reached out and stated there was an issue.

AI support couldn't help as it claims there is no payment widget which clearly there is. I am worried how many lost sales we have as our constant contact shows around 100 people clicked on one of the links in our email yesterday and we have zero registrations.

I’m sorry this is happening, especially with sponsors involved — let’s narrow it down quickly.

To start, could you please share the direct link to the form (or the form’s URL from your Publish tab) where the payment widget isn’t working? Once I have that, I’ll check the form setup and help you troubleshoot step by step.

https://pci.jotform.com/form/251844597718169

Hi Justin,

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

Here’s what I found for your form issue:

• PayPal Checkout and PayPal Invoicing are discontinued products, and forms using older PayPal integrations need to be switched to the updated PayPal integration.
• To use Jotform’s PayPal integration, you need a verified PayPal Business account. The credit card fields will not appear otherwise.
• The error shown in your screenshot says the payee account is not set up to process card payments, which matches a PayPal account setup issue.
• If your form is using an older PayPal connection, you should switch, not delete the payment gateway so the linked data is not lost.

Here’s how to do it:

1. Open your form in Form Builder.
2. Click the payment field, then open Payment Properties.
3. Select Settings, then check whether the connection is still using an older PayPal option.
4. Disconnect the current connection if needed, then connect the updated PayPal integration again.
5. Verify that the connected PayPal account is a verified Business account that can process card payments.

If you are using an outdated PayPal product, the knowledge base says it should be updated to the new PayPal integration to avoid interruptions. It also notes that PayPal Checkout and PayPal Invoicing were removed on 2025/03/31.

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

We reset it up please confirm it is now working

Hi Justin,

I can confirm that the form data shows a payment connection is present, but I cannot confirm from the available information that it is fully working.

What I can verify is:

• Reusable payment connections are enabled.
• The form is titled Create Ticket WFF.
• The available knowledge says that if you are using a reusable payment connection, you can manage it from My Account > Connections.

Here’s how to check the connection status:

1. Open My Account > Connections.
2. Click View on the related payment connection.
3. Check the connection details and confirm the gateway is connected correctly.
4. Test a new submission on the form to confirm the payment flow completes successfully.

If the payment is still not completing, the available information also says incomplete payments can appear in Jotform Tables under Incomplete payments.

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

Having solely AI support does not make the process work. In this situation we are talking about large amounts of money that we may have lost because we didn't know the payment wasn't working on jotform, and we still aren't able to know if it is working. Also, if there was this error jotform should have sent us something not waited for a sponsor to say something about it. And when your AI says there isn't even a payment method on there when there is that is a larger issue. We have used jotform for 5 or 6 years, but we will be looking at alternate resources for our registration process after this experience.

Hi Justin,

Based on the error message, it looks like the issue has something to do with your PayPal account integrated with the form. The account is not set up to be able to process card payments. To resolve this, try to disable the fastlane. Let me show you how:

1. In Form Builder, click on the Credit Card icon on the right side of the page.

2. Scroll down to the Payment Method section, then uncheck Fastlane to turn it off.

Once that's turned off, try to submit a test submission. You can also contact PayPal to verify if your account can accept card payments.

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