PayPal email doesn't include user's submission details

Hello my client's form https://www.jotform.com/build/230523604155144 is seemingly no longer sending the submission's Phone number and some other fields through to the Paypal confirmation email. Is there any way to edit the info that goes through the paypal integration and to their confirmation emails? Not the Jotform email confirmations. Thanks!

Hi John,

Thanks for reaching out to Jotform Support. Unfortunately, the information sent to PayPal confirmation emails is controlled by PayPal, not Jotform. Jotform only passes the data specified in the integration settings, and PayPal determines what is included in their confirmation emails. I suggest reaching out to PayPal's Support Team to inquire about customizing their confirmation emails.

Let us know if you have any other questions.

I can't seem to see anywhere to modify the integration settings, only the products, details,etc. would I need to re-integrate Paypal to see those again?

Hi John,

It's really easy to configure your payment integration settings without reintegrating. Let me show you how:

1. Open your form in Form Builder and select your Product List.
2. Click the Wand icon to open Payment Settings.
3. Choose the Gear icon at the upper right side to open Payment Integration Settings. That's it.

However, Jotform has no control over PayPal's Payment Confirmation Email. You can contact PayPal's support for more information about it.

Let us know if there’s anything else we can help you with.

Thank you for that, but unfortunately I did not see anything in those settings to include more data on the email received by the client. My client and I contacted Paypal and spent about an hour on the phone with them, by the end of it they said that Jotform was the one who decides what info does or does not come through the email. Guessing that is not the case though, please let me know if I'm missing anything else. Otherwise, I will let the client know there is simply no way to modify this.

Hi John,

Your form processes the payments through PayPal's API then PayPal takes care of the rest including the confirmation email. Can you share with us the form fields aside from the Phone Number field that should be included? Also, were the form fields sent before? If so, can you share with us a screenshot of the email so we can check on it? Let me show you how to post a screenshot to our Help Center:

1. On the Help Center page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

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

Thank you for the help! Ok so she could not find a previous receipt from last year, but here is a current one. The main thing she needs added is the phone number and company name. Let me know if there's any way to get that to pass through, or if this is just Paypal's way of emailing the data.

Hi John,

Thank you for the information regarding the PayPal confirmation email. It seems that the details included in PayPal confirmation emails are managed solely by PayPal, while Jotform can only transmit the data defined within the integration settings. Unfortunately, customization of the information appearing in PayPal confirmation emails is restricted. However, you can ensure that all required fields are included in the submission data sent to PayPal through Jotform by customization of your form's email.

Since the receipts are being sent directly from PayPal, review your PayPal account settings to ensure fields like phone numbers and company names are included in the customer’s profile or manually added. If these fields are properly set up but still not appearing in the PayPal confirmation email, it’s advisable to contact PayPal support for further assistance and clarification regarding their email customization options.

Let us know if you have any other questions or need further assistance.