Stripe Payment Error

Hello,

After years of daily use, we received this random error, which is greatly affecting our business.

Stripe doesn't believe it's on their side, so I'm reaching out to your teams in hope for some help.

Please see the error below.

Hi The, I understand how frustrating this Stripe payment error can be, especially after years of smooth use. To help you better, could you please provide the link or ID of the form where this error is occurring? Once I have that, I can check the form settings and assist you further with resolving the issue.

https://submit.jotform.com/submit/53096309075155

Hi The, thank you for providing the form link. I checked your Stripe payment connection named 'Stripe Connection 1' in Live mode, and it appears that the form is not showing credit card fields, only asking for the payer's name. This could be related to the invalid API key error you're encountering. Please double-check your Stripe API keys in your payment settings to ensure they are correct and active. If the keys are correct and the issue persists, try reconnecting your Stripe account to Jotform. This should help resolve the invalid API key error and restore the payment functionality on your form.

It does not work.

Form 'Online Membership' (ID: 53096309075155). It appears your payment form's Stripe connection is successfully completed. We cleared your form caches. Please retry, and if access issues persist, please let me know with the details.

Credit card details show up on the form backend but not live

Hi The, thank you for the update. Since the credit card details are showing up in the form backend but not on the live form, this issue might be related to how the payment field is configured or displayed on the live form. Please check the following:

1. Ensure that the Stripe payment field is properly added and visible on your live form.
2. Verify that there are no conditional logic rules hiding the payment field on the live form.
3. Clear your browser cache or try accessing the form from a different browser or device to rule out caching issues.

If everything seems correct and the issue persists, please share a screenshot of the live form where the payment field is missing so I can assist you further.

The Element isn't working, please call me ASAP!

Hi The, I understand the urgency of the situation. Unfortunately, I am unable to make calls, but I am here to assist you promptly through this chat. To better help you with the element not working, could you please provide more details or a screenshot of the issue on the live form? This will help me diagnose the problem and offer a solution as quickly as possible.

The form says that the credit card information is there, but the live form doesn't show this credit card information

Hi The, I understand that your form backend shows the credit card information, but the live form does not display the credit card fields for users to enter their payment details. This usually indicates an issue with the payment field visibility or configuration on the live form.

Please double-check the following:

1. Make sure the Stripe payment field is correctly added and visible on the live form.
2. Check for any conditions or rules that might be hiding the payment field on the live form.
3. Confirm that your form is published and that you are viewing the most updated version of the live form.

If everything seems correct and the problem continues, please provide a screenshot of the live form where the credit card fields are missing. This will help me assist you further in resolving this issue.

I've checked all of these areas and the credit card information is still not showing up live

Hi The, since you've already checked the visibility, conditional logic, and form publishing, and the credit card fields still do not show up on the live form, this may require a deeper investigation into the form's Stripe integration or potential conflicts.

Could you please provide a screenshot of the live form where the credit card fields are missing? Additionally, if possible, share any custom scripts or widgets used on the form that might affect the payment field display. This information will help me diagnose the issue more accurately and provide a precise solution.

I changed the connection to Stripe Connection 2

Hi The, thank you for the update. Since you have changed the connection to Stripe Connection 2, please make sure that this new connection is properly set up with the correct and active API keys. Also, verify that the payment field on your form is linked to this new Stripe connection.

After confirming these settings, please test the form again to see if the credit card fields appear on the live form and if payments are processed correctly. If the issue persists, please provide any error messages or screenshots related to this new connection so I can assist you further.

Hi AGBMuseumofArt,

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: Can you try to remove the payment integration and reintegrate Stripe to your form to refresh the connection? It's really easy to do. Let me show you how:

1. In Form Builder, click the Credit Card icon on the upper right side.
2. Select the Trash icon to remove the integration.
3. Choose Yes, Remove to confirm the changes.

Now let's reauthenticate your Stripe account:

1. While in Payment Properties, click the Add Payment Connection button.
2. Then, click the Add New Connection button and choose Stripe integration.
3. Now, add your preferred Connection Name and click the Connect With Stripe button to authenticate your account.

4. Click the Save button.

5. Select your new Stripe integration and click the Use button to apply it to your form. That's it.

I went ahead and cleared your form cache, as this typically fix minor form issues. Can you go ahead and try it again and let us know how it goes? If you’re still having the same issue, we’ll look into it more to see if we can figure out what’s going on.

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

We really need a human to help us solve our problem

As you can see, the live form doesn't give us the credit card fields option

I had already deleted and reconnected the Elements.

Help?

Hi AGBMuseumofArt,

Mind confirming what you mean by deleted and reconnected the Elements, did you delete the product list or reauthenticated your Stripe account?

Since you’re using a reusable Stripe connection, if the issue is coming from the Stripe connection itself, the issue will persist if you use the same connection. You can try reauthenticating your Stripe account directly instead of removing the product list. This often resolves issues with missing credit card fields without needing to recreate the products.

As soon as we hear back from you, we can work on getting you a solution for this.