Stripe: Payment receipt being sent to wrong form email address

Hello,

RE This form: https://form.jotform.com/oyl/international-program-application

When a user submits an application, the payment receipt for the application is being sent to the email input of the 'FIRST REFERENCE' field instead of the applicants email address (input at the top). Note that this receipt comes automatically from Stripe, not from the Email / Notifications tab.

We have been using this form for years and never had an issue and this started suddenly a few weeks ago.

Could you please advise?

Thanks,
Nick

Hi Nick,

Thanks for reaching out to Jotform Support. Usually, Stripe sends receipts to the first email field it detects on the form. This could be a temporary issue. In most cases, removing the Stripe integration and re-adding it resolves this issue. Let me show you how:

1. In Form Builder, select your payment field and click on the Wand icon.
2. In the menu on the right side of the page, click on Connected, and then click on Reconnect.
3. Click on Connect again and then reconnect your Stripe account.
4. Finally, click on Continue.

You can also check out our guide about How to Integrate Stripe With Jotform for more detailed information.

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

Hi Joseph thanks for getting back to me. Yes, up until recently it has
always done that.
I reconnected stripe yesterday and also deleted the widget and then
re-integrated it onto the form. Unfortunately the problem has continued to
occur today. Any other ideas? Thanks, Nick
...

Hi Nick,

I suggest disabling and then enabling the Customer emails option in your Stripe Dashboard. After that, re-integrate your Stripe integration and perform a test submission to check if the issue still persists.

If the same thing happens again, we'll look into it more to see if we can figure out what's going on.

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