PayPal: Payments Not Coming Through on Our Form

My Form
REGISTRATION FORM (Payments)

Our form has a product on there that is connected to our PayPal, but we have not been getting the payments correctly for each product.
Is our PayPal linked properly? There is a yellow ! under PayPal Settings showing: Connected to HRE4B8NVY3PQS

can we check this form and make sure that the PayPal is working properly and set up properly to be received payments

Hi Time_Change,

Thanks for reaching out to Jotform support. To clarify, are you working on this form? Are the submissions showing up in your Jotform Tables, or are users getting an error when submitting? Removing and reconnecting the integration usually helps, as it refreshes the connection and fixes the issue. I've gone ahead and cleared your form caches as an additional aid.

I would also suggest checking your PayPal account to make sure that everything is set up right.

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

They clients are registering through the form fine, it's at the payment of the product that we are noticing an issue with some of the clients. Their registration is coming through but the payment is not.

• Are you able to check for us that the PayPal is correctly connected??
• When a person makes a payment with the Debit/Credit Card instead of selecting PayPal option, where does that payment get submitted to??

Hi Time_Change,

Thanks for reaching out to Jotform Support. I understand that registrations are coming through, but payments are not processing correctly for some clients. I checked the form and it seems that your PayPal account is properly set up.

To verify your PayPal integration with Jotform, you can create a test form, make a test payment, and check if the payment goes through successfully. If there are any issues, you can try refreshing the integration by removing and re-adding it, or switching from PayPal Business to PayPal Checkout. 

Here's a more detailed explanation:

1. Create a test form in Jotform. 
2. Add a payment element and connect it to your PayPal account. 
3. Make a test payment to see if the integration is working correctly. 
4. If the payment goes through successfully, the integration is working properly. 
5. If there are issues with the payment, you may need to investigate further to find the root cause of the problem

Also, when a Jotform user makes a payment with a debit/credit card instead of PayPal, the payment data is sent directly to your chosen payment gateway service, not to Jotform, and the money goes to the bank account or payment processor account you've configured in the form settings. 

Keep us updated and let us know if you need any more help

Where can i verify the Payment Processor Account we've configured in form settings??

Hi Time_Change,

To see which payment processor you are using on your form, you can check in the Payments tab of your Form Builder. Let me show you how:

1. In Form Builder, click on the + Add Form Elements button in the left corner of the page.
2. Then, go to the Payments tab.
3. The active Payment Processor is the one your form is connected to. If all payment processors are active, it means that you have not yet selected a payment processor for the form.

In the screencast above, you can see that only the PayPal payment processor is active, which means that the payment processor connected to the form is PayPal.

Reach out again if you have any other questions.

Okay, so if that is how ours is set up, where are the payments for the credit cards going to??

and the caution (!) under connections

is that an issue??

Hi Time_Change,

I understand you're inquiring about where credit card payments are directed and the significance of the caution symbol (!) in your PayPal connection. Regarding your questions, when a user pays with a credit card instead of PayPal, the funds go directly to the payment gateway you have set up in your form settings. And, the caution symbol (!) is just a warning to let you know where the form is connected to a PayPal account.

Let us know if you have any other questions.

Where can i verify what Payment Gateway i have set up? Because as of right now, the payments that are made via credit card are not going through to our bank account or paypal, so we need this to be fixed so payments are received properly.

Hi Time_Change,

I have checked the form and it shows that the payment gateway you have integrated is PayPal. It means you're using your PayPal business account. Can you try to log in to your PayPal Business account? Once logged in, go to Activity and click All Transactions. All successful payments from your form will be transferred to your PayPal business account. If you've associated a Bank account with your PayPal account, check the frequency of your auto transfer.

If in any case, you can't find the payment, check your Jotform Tables for incomplete payments. Let me show you how:

1. On your My Forms page, select the form you want to check for incomplete payments.
2. In the upper-left corner, next to the Create Form button, click on Submissions.
3. In Tables, click on the Three Dots icon next to your form's name, and then in the dropdown menu, check if there's an Incomplete Payments.

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

So even with payments that are made from credit cards / debit cards and not their PayPal account will still be processed into or through PayPal and then processed to our Bank Accounts automatically??

Also, is there a reason as to why the Payment methods in this form only has the most recent payments showing documented, but all the older ones are not documented. and even with the products as well, is there a reason why they are not showing?

Another example, December 26, 2025 with Cristian Alonzo, he was able to submit the Registration Form (Payment Form) and it shows on the spreadsheet but for the actual payment and product it shows that he didn't select anything and then it allowed him to move on to the next link that is connected to the form. But he shouldn't have been able to move forward without selecting a product and making a payment. We don't have any record of his payment but he's been processed through both forms.

Hi Time_Change,

If the form fillers use their credit or debit card to pay, the payment made will be credited to the PayPal business account you've integrated. All payments that are collected from your form will be transferred to your PayPal. If you've set up an automatic transfer from PayPal to your Bank account, the amount will be transferred automatically depending on how you set it up. You can check out this guide from PayPal.

About the missing data, I have checked your form revision history and it shows that you've modified the My products. Editing and removing the products will remove the submission data in your Jotform Tables. Take a look at the screenshot below:

Before making changes to your form, we recommend that you download the submissions to ensure that you have a copy of the data. You can easily download your data from Jotform Tables as a CSV, Excel, or PDF file. Let me show you how:

1. On your My Tables page, hover over the form whose data you want to download, and click on View Table.
2. On the upper-right side of the page, click the on Download All button. 
3. Now, select Download as CSV, Excel, or PDF to download your data.

You can also check out our How to Download Form Submissions as Excel, CSV, or PDF guide for more information.

Reach out again if you have any other questions.