PayPal: Commonly Returned Errors

Below is a list of common errors experienced between the Formstack Forms and the PayPal integration. Here you can reference frequently encountered errors and the suggested corrective action. Some errors are dependent on your form so additional troubleshooting may be necessary. 


1. Credit Card was charged a different amount than the Total

  • If the end user's credit card was charged a different amount than what is stated on the form, go to Settings > PayPal Pro and check to see how the Price and Quantity is mapped to your fields.  The Quantity field is not a required field so if the Total is mapped to the Price, you will not need to map the Quantity.


2. Form is not redirecting to PayPal

  • You can only have one redirect or message action that will execute per form submission, so once you've redirected the user to another URL after submission, any subsequent redirects won't work, and no messages will be displayed to the user.  Similarly, if you have a custom message displayed to the user, the user can't be redirected afterward. Note, the default thank you message is set up by default, so that would need to be removed. However, you can run any behind-the-scenes actions, such as sending payments to Authorize.Net or adding contacts to Highrise. There is also the option to add a redirect URL in the PayPal integration settings so end-users will be redirected to that URL after payment is processed in PayPal.

  • The form is embedded using the iFrame method.  You’ll need to use the javascript embed method if you want to use PayPal Standard.  


3. Submissions have a Payment Status of "No Response"

  • Users are abandoning the process when they are redirected to PayPal before actually paying or the Submitter took a very long time to actually complete their payment so there was a time out in getting the status back to Formstack resulting in a "No Response" status message.

  • If you have the funds in your PayPal account, then the second scenario is happening. You can manually edit the Payment Status field in the submission database if you need to update it. Just click edit on the particular submission > Edit > make your changes and save when done. If you do not have the funds in your PayPal account, then the Submitter is not completing the payment process and essentially closing the browser page without paying.

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