Form Stuck on 'Please Wait' After Submission with PayPal Payment.

Hi:

We have setup PayPal as our payment method.

The Jotform is stuck in "Please Wait" state after click the "Submit" button.

This happen when my total amount is greater than zero and I did not fill in my credit card information in payment method.

The form did not give out warning about that I need to fill in the credit card information.

And this also happen when I did not select "Credit Card" or "PayPal Checkout" as my payment method.

Please Help.
Thanks!

Hi ROLCC,

Thanks for reaching out to Jotform Support. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Here's the result when processing the payment via PayPal:

And here's the result when the payment is processed via the Debit or Credit Card option:

As shown in the screencast above, I wasn’t stuck on the Please Wait screen after submission. Here's what you can try:

• Clear your browser's cache.
• Test the submission using a different web browser or device, like a laptop or mobile device, or use an incognito window, as shown in my screencast.

Additionally, I've cleared your form caches as an extra measure. If the issue persists, try removing the PayPal integration and reintegrating it. Let me show you how:

1. In Form Builder, click on your My Product List field, then click on the Credit Card icon on the side to remove the integration.

2. Then, click on the Trash icon to completely remove your My Product List. Don’t worry, your listed products will automatically return once you re-add the integration.

That's it. We also have a guide on How to Integrate PayPal with Jotform that you can check out.

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

Hi:

Thank you very much for the reply.

Yes, it will work if you select the Payment Methods and enter the Payment information.

The "Please Wait" issue happen when

1. Click the "Submit" button, but did not select any "Payment Methods".
   
   
2. Select "Payment Methods" like Credit Card, but did not enter any payment information.
   Then click the "Submit" button.

The Form should give out warning that I need to select payment method and fill in the information before I can click the "Submit" button.

Thank You!

Hi ROLCC,

Sure, you can set the Product List element as a required field, so the form can't be submitted when the field is empty or the data is incomplete. It's really easy to do. Let me show you how to do it:

1. In Form Builder, select the Product List element and click on the Gear icon.
2. In the Product List Properties, enable the Required option. That's it.

Reach out again if you have any other questions.

Hi:

Thank you very much for the suggestion.

However our product purchase is optional, they can attend the conference without purchase any meal.
So we can not force them to purchase the meals. Our conference is free

Thanks!

Hi ROLCC,

You can add a Single Choice field to know if your form fillers would like to purchase a meal. It's really easy to add this to your form. Let me show you how:

1. While in Form Builder, click on the Add Element menu on the left side of the page.
2. Under the Basic tab, scroll down the list and choose the Single Choice field.
3. Now, just drag and drop it to your form.

Now, let's set up the conditions:

1. In Form Builder, in the orange navigation bar at the top of the page, click on Settings.

2. Click on Conditions on the left of the page.

3. Now, click on Add a New Condition and then click on Show/Hide Field.

4. Set the conditions like you see below:

Check out the screencast below to see how your form will work after setting up the Conditions:Let us know if there’s anything else we can help you with.

Hi:

Thanks for the suggestion.

But in your screencast video showing, you are using the different form that we have.
In this form "ROLCC 30ACE Registration", we just setup Payment by using "Square".
https://www.jotform.com/build/250717225190149

And it is working on Square payment method, if you did not select payment methods or did not any payment credit information, it will stop you just like in the video "This field is Required".

However, if you go back to the form "Test Conditional Page"
https://www.jotform.com/form/250708138500046

You will get "Please Wait" issue after
1. Answer "Yes" for Need to purchase meal" question. (As your suggestion)
2. Select any quantity of product.
3. Without select payment methods or enter any credit card information and click the "Submit" button.

I guess this only happen on "PayPal" as the Payment gateway.

Thanks!
-Roscoe.

Hi Roscoe,

Since we cannot replicate the issue on our end, will you allow us to create a test submission to your form? We'll go ahead and follow the steps you provided to replicate the issue.

Once we hear back from you, we'll be able to move forward with a solution.

Hi:

Yes, please go ahead and use this form to test it out.

https://www.jotform.com/form/250708138500046

This only happen when your total amount is not Zero.
Click "Submit" WITHOUT select payment methods or enter any C.C information.

Thank you!
-Roscoe Shih

Hi Roscoe,

I tested your form and can replicate the issue. Note that you need to set it as required so the user can't submit the form without selecting a product since it will still submit the form if you will not select one. Can you try setting the Payment Field as Required then check if the issue happens again? Let me show you how:

1. In Form Builder, go to the field and click on Gear icon.
2. Then, enable the Required option.

Once done, test the form and check if you can still submit the form.

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

Hi:

Make my product purchase required will make it works.

However our conference is free to attend and purchase meal is totally optional.
We can not force them to purchase meal.

I think the Form should stop you when you select some products but did not enter any C.C information or select any payment methods.

We are using PayPal as our payment gateway.

Thanks!

Hi ROLCC,

You can try to either set the Payment field to required or add conditions like on my previous reply, as this is the workaround currently available for the issue that you mentioned. See the screenshot below:

See the screencast of the results:

You can also check our guide here to learn more about this.

Reach out again if you have any other questions.

Hi:

Ok, so you are saying that we have two options.

Option One: Set the Payment field to required.
You mean set the "Product field" to required.
Yes, this will work, but we can not use this option.
Since attend the conference is free but purchase the meal is totally optional.

Option Two: add conditions
I have did what you suggestion by adding the purchase question.
This is what I found out.

- Answer Yes to Question: Do you want to purchase meal
- Select some quantity of products
- Select "Debit or Credit Card" in Payment Methods
- DID NOT fill in any credit card information
- Click "Submit" button

Then it will enter the "Please Wait" state.

Thanks!

Hi ROLCC,

Just to clarify, even if they choose to buy a meal, they also have the option to pay on the form or on the event. Is that correct? Since they choose to buy a meal, they'll need to supply their payment method details to submit the form unless they opt to not buy a meal.

Once we hear back from you, we'll be able to move forward with a solution.

Hi:

Yes, totally agree with you.

The normal and good practice is once they select and buy a meal, they should fill out the credit card information as expected.

However, some customers are careless or make a mistake by clicking the "Submit" before realize need to fill in the payment information. They will stuck in wait state forever.

Anyway I did some testing by implement both option1 (make products purchase required) and option 2 (add conditional on meal purchase).
Somehow it is working, the form stop me for not select or fill out payment information.
So I guess in our case, we need to implement both options to make it work if we are using PayPal as our payment method.

Thank you so much for your endless support and provide options to resolve the issue.
Really appreciate your effort.

Have a great day.
Thanks!

Hi ROLCC,

I tested your form and clicked on Submit without entering the credit card information, but it's showing this expected error, and I am not stuck on Please wait.

Can you tell us which browser are you using to test it? Also, while stuck on Please Wait, can you provide us with the Console Log of your browser? We have this guide on how to get the Console Log.

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