My form doesn't send everyone to Paypal

My form has people register for an event and calculates the fee. For some of the people who sign up, they aren't sent to Paypal to pay after they fill out the form. What is wrong?

Hi PensacolaMESSHall,

You might be facing an issue where some users are not redirected to PayPal after submitting the form because of how the payment integration is set up or triggered.

Let me show you how to check and possibly fix this by switching or confirming the payment gateway setup without losing your product list:

1. Open Form Builder and go to your form.
2. Click on the Add Element menu on the left side of the page.
3. Under the Payments tab, find your current payment method and click the Three Dots icon next to it.
4. Select Switch to Another Gateway.
5. Choose PayPal as your payment gateway and click Use Selection.

This process ensures your payment integration is correctly set to PayPal and might resolve the issue of users not being redirected after form submission.

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

Hi Megan,

Thanks for reaching out to Jotform Support. I have checked your form, and it looks like you have a condition activated:

If this condition is not fulfilled, the payment field will be hidden, and users won't be redirected to payment. You can also check for Incomplete Payment Submissions. In case your users clicked the submit button but they closed the PayPal window, the submission will be stored here. Let me show you how to view them:

1. On your Workspace page, put a check in the box next to the form you want to view the incomplete payment submissions of.
2. Then, in the menu at the top of the page, click on Submissions.
3. Once you are on the Jotform Tables page, click on the Three Dots icon next to your form's name, and then in the Dropdown menu, click on Incomplete Payments.
4. In the Incomplete Payment menu that opens on the right side of the page, hover your mouse over the incomplete payment submission you want to view and click on View Details.

If you want to delete the Incomplete Submission, let me show you how to do it:

1. While the Incomplete Payment menu  is still open, check the checkbox in the Incomplete Payment Submission tile you want to delete.
2. Then, click on Delete Forever.
3. In the window that opens, click on Delete Now.

If you already received the payment for a particular submission, but it is still showing in the Incomplete Payments section, you can click on Complete so it gets added to the main Submission Table. Let me show you how to do it:

1. While the Incomplete Payment menu  is still open, check the checkbox in the Incomplete Submission tile you want to delete.
2. Then, click on Complete.
3. In the window that opens, click on Mark as Completed.

Reach out again if you have any other questions.