Payments Missing in Square Portal Despite Successful Jotform Submissions

Hello Support Team, I am experiencing an issue where payments made through the Square widget on my form (ID: 252185151776158) on Saturday and Sunday are not showing up in my Square portal. The form submissions were completed successfully, but the payments are missing from Square. Could you please investigate this issue and help resolve it? I have already checked the form submissions in the Jotform Inbox, but the payments are not reflected in Square. Thank you for your assistance.

Best regards,

Hayley

Hi Hayley,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

We understand that payments made through the Square widget on your form (ID: 252185151776158) over the weekend are not appearing in your Square portal despite successful form submissions. We will investigate this issue and work on a resolution for you.

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

Best regards,
Jotform Support

Hi Hayley,

If payments are not showing in your Square portal even though submissions were completed, the first thing to check is whether your Square account is still properly connected to the form. Sometimes the connection can expire, and simply re-authenticating your Square integration in the Form Builder can resolve the issue.

It’s also important to make sure that your integration is set to Live Mode, not Sandbox, since test payments won’t appear in your Square dashboard. You can also check Jotform Tables for a Transaction ID—if it exists but doesn’t show in Square, share it with Square Support for tracing.

If the issue persists even after reconnecting and verifying the setup, you may also want to try removing the integration and re-adding it to refresh the connection. This often clears up any syncing issues between Jotform and Square. Let me show you how to remove the integration first:

1. In Form Builder, click your Product List's Credit Card icon to open Payment Settings.
2. Next, under the Payment Connection click on the Trash icon.
3. Now, in the pop-up window that appears, click Yes, Remove to completely disconnect the integration.

Now, let me show you how to Integrate a Square account with your form:

1. In Form Builder, click on Add Form Element, on the top-left side of the page and then click on Payments tab.

2. Under the Payments tab, click on Square to add it to your form. 

3. In the menu on the right side of the page, click on Connect to connect your Square account (if you want to do a test, choose Test Mode in the Mode option).

4. After connecting to your Square account in the popup window that appears, scroll down and click on the Continue button at the bottom right corner.

That's it. Now your form is integrated with Square, and you can start collecting payments. You can also check out our guide about How to Enable Payment Authorization for more detailed information.

Reach out again if there’s anything else we can help you with.