PayPal – hanging in Submitting

Hi @jimmyccc

I hope you are doing well today.

Please open a browser console and check are there any error logs in the browser before you fill the form and during submission, this will confirm some sort of issue or conflict here.

Also, please deactivate all plugins except Forminator and check if the problem is gone. If so, then enable all plugins one by one and find which one is having a conflict. If there is no positive result, switch to the default WordPress theme like 2019, and see if it works.

Before this test, we recommend full site backup or running this test on the staging site.

Let us know about the results.

Kind Regards,
Kris

Hi Kris,

Thank you for your quick response and advice.

In Console, I came across this error when the PayPal window was hanging on Submitting:
https://ibb.co/9ryMYS4

Many thanks.

Hi @jimmyccc

Error is not fully clear as it seems only whole process timeout. How large is that form? Does it have any kind of upload fields and the end-user send you some files(JPG, ZIP or PDF)?

Please export your form and upload it to google drive or dropbox and share a link in your next reply so that we could review and test it in our lab.

Kind Regards,
Kris

Hi Kris,

There is only one field on the form – the PayPal button. No upload fields, not waiting for the user to send anything. I was just testing the PayPal field only in a form with PayPal Sandbox to see whether it worked or not.

I’ve tried this on a staging site with all other plug-ins deleted and running the 2019 theme, and on Firefox and MS Edge.

https://www.dropbox.com/s/ty6frh6ng2st6ii/forminator-online-payment-test-02-form-export%20%281%29.txt?dl=0

Hi,

Is there any update on this, please?

Thank you.

Hello @jimmyccc ,

I’m very sorry about the delay on our side.

Can you add any field to your form? Like simple input or email. From testing your form on my lab site this seems to be the issue. PayPal field can’t be the only one in the form.

kind regards,
Kasia

Hi @wpmudev-support2,

Thanks for getting back to me.

I originally had the PayPal field in a populated form and it didn’t work. I’d tried on several forms, it didn’t work, so tried on a single form with only the PayPal field. No luck.

The following is for the same form as in the prior link, but with a name and email field. It still doesn’t work.

https://www.dropbox.com/s/heyqvfrqkbav44p/forminator-online-payment-test-02-form-export%20%282%29.txt?dl=0

Hi @jimmyccc

Thank you for sharing the form!

I tested it on my own setup and it worked perfectly fine, accepting payment and saving submission – without any issues and error.

One tiny details that I noticed on the form itself is the amount format in PayPal settings – it should use . (dot) instead of , (comma) for “strict” compatibility. It doesn’t make a difference on my end but just to make sure, you may want to adjust that and test.

If it doesn’t change anything, please login to your PayPal developer console and go to the “API Calls” section under “Sandbox”. Once you select correct e-mail you should see list of API calls made to it (you can recognize by the date which one are related) so click on identifier for the one that you think is failed (probably it may have status different than 200 or 201 too) and look at the “Response” tab.

The code there my look somewhat “cryptic” but with a closer look at “request” you should be able to notice if there are any possible errors and if status of transaction is completed or not (if not – there should be a reason included too).

Take a look there, please, and let us know what you’ve found as it may be important to the case (note: in case you’d share that data – please make sure to mask everything that may fall under privacy protection – IPs, keys etc).

Kind regards,
Adam

Hi @wpmudev-support8,

Thanks for your reply.

I’m struggling to find where I can change the comma to a dot, and nothing is coming up on an internet search. Do you know where I could do this? Could the dot/comma issue be because the sandbox account is US, while my PP account is UK?

EDIT

I’ve solved the issue now. The reason why the screen was hanging was because I hadn’t published the form; I was using Preview to test everything. Once published and the shortcode was put into a page, it worked.

Many thanks to you and your team, and apologies for the run-around.