The forms have stopped working. On inspection of Payments settings, it’s showing the API Sandbox secret key as incorrect. We have checked the API keys – all 4 are correct. I re-enter the offending one, and immediately, the Live secret key shows as incorrect. Paste that in, and it connects to PayPal and shows the ‘You are now connected to PayPal and can continue. etc’ screen. However, if you click on configure to check they’re still OK, the sandbox secret key shows as not correct again. I’ve repeated this many times. The form doesn’t work, error is “Error! Something went wrong when verifying the payment” and clearly this is the problem.
What can I do, the API keys are correct!!
Thanks in advance.
The page I need help with: [log in to see the link]
Can you remove the PayPal field, save the form, and re-add the PayPal field once more and see if that helps?
If you re-save the form with new, correct keys, are there any errors in the browser console?
Also, make sure you add keys without any empty space at the end or at the beginning.
In the end, please export your form, upload it to Google Drive or use Pastebin, and share a link in your next reply so that we can test this form on our side.
This is no coincidence – there is clearly an issue following an update or similar. Please can you resolve this now as a matter of urgency now. Thank you
I realise images above are not showing! Step 1 – gives error “You’ve entered an incorrect Sandbox Secret key” Step 2 – gives error “You’ve entered an incorrect Live Secret Key” Step 3 – gives message “PayPal account connected successfully..etc” Step 4 – gives error “You’ve entered an incorrect Sandbox Secret key” I should have added that this has suddenly affected 3 client sites that I’ve checked, two of which have been receiving successful payments for months – these are not new forms.
Thank you, please ask if you need any more information to be able to investigate this further.
Just to be sure, do you still experience the same issue if you try to “Disconnect” PayPal first and then enter the keys by clicking “Configure”? Could you also please try that step?
Since the secret keys are hidden, you need to disconnect first and then reconfigure if you want to add the keys. Re-adding a new key or reconfiguring keys within the same popup without disconnecting can cause this error.
Could you please check and let us know how that goes? I’m also bringing this workflow to our Forminator teams attention to check if there are any improvements needed in such instances.
Thanks Nithin I can confirm that I have just disconnected, added all the API keys again, clicked connect (it connects fine) then back to configure to check what it says – and same issue still there (sandbox key etc… )
Also, this has only happened since you have added the extra security to add encrypted keys? Surely this is a clue?
From what you have mentioned, I understand that the issue is no longer showing up once PayPal is disconnected, and the error is showing up if you try re-configuring PayPal keys. Please correct me if I am wrong. However, we weren’t able to replicate the mentioned behaviour on our end.
At present, we are not sure if this is because of the newly added security improvements; however, we have already brought this behaviour to the notice of the Formiantor team for further review.
Not quite correct – After disconnecting and re-entering the PayPal keys the message says you are successfully connected, but if you do nothing further the PayPal connection will not work. ON the PayPal login screen you see the message . The user gets this message: “Some of your information isn’t correct”. I am very happy for your developers to ring me and get a connection to my laptop so that I can show them the issue if that will help them?
Could you please share the screenshot of the error you noticed? You can use Google Drive, Dropbox or any such cloud services to share it.
Since there is an issue with form submission, please let us know whether it’s only with Live or Sandbox for PayPal if you notice the issue. Please share a page URL with PayPal Sandbox configured if possible.
We did test on our side, and we noticed that you’ll need to ensure you enter both Sandbox Secret and Live Secret keys at once for security purposes while configuring PayPal. Other than that, adding the PayPal keys shouldn’t be causing an issue.
Apart from the above aspects, we are unable to replicate any other issues when tested and PayPal payments were working fine.
1 – Disconnected PayPal connection – see image1.png 2 – Connect to PayPal – see image2.png 3 – Enter all 4 API keys – see image3.png 4 – Click on Connect – see image4.png 5 – In WordPress, click on Visit Site – navigate to JoinUs page: https://friendsofcoleridge.com/join-us/ 6 – Navigate to UK members form: https://friendsofcoleridge.com/join-us-form/ 7 – Complete form and click on PayPal Checkout 8 – Log into PayPal – see image5.png 9 – Error (Some of your information isn’t correct) – see image6.png
Similarly, if you run through steps 1-4, immediately after seeing the ‘PayPal is Connected’ message (image4.png) 5 – Navigate through Forminator settings again to PayPal payments – See image7.png 6 – Click on Connect – Error (You’ve entered an invalid Sandbox secret key) – see image8.png 7. – Re-enter the Sandbox Secret key and click on Connect – Error (You’ve entered an invalid Live Secret Key) – see image9.png
It doesn’t matter which way I enter these keys – they always fail. On all my clients with PayPal connections, since you added your extra security. Please (as I offered earlier) phone me and get a connection to my laptop if you wish to see me demonstrate this.
Please note that you are experiencing two different issues here, which aren’t related.
The error you referred to in point 9, which is also shown in the screenshot image6.png, appears to be originating from PayPal rather than from the Forminator plugin. If you take a closer look, the message is displayed directly on the PayPal screen, not within Forminator. This suggests that the issue is likely related to the PayPal credentials that you are using.
To help resolve this, please double-check that the access credentials you’ve entered are accurate and complete. It’s also a good idea to try setting up a new staging payment account within PayPal to see if the same error persists. This step can help determine whether the issue is account-specific or related to something else on PayPal’s side.
7. – Re-enter the Sandbox Secret key and click on Connect – Error (You’ve entered an invalid Live Secret Key) – see image9.png
As we mentioned in our earlier response, this is because secret keys are hidden. You need to disconnect first and then reconfigure if you want to add the keys again. Re-adding a new key or reconfiguring keys within the same popup without disconnecting can cause this error.
I hope that gives more clarification on the issue that you observed. Please feel free to get back to us if you need any further clarification.
We have not received any updates from you for some time, so we will proceed to mark this topic as resolved. If you have any further questions or need more assistance in the future, please feel free to reach out, and we will be glad to help you.
Best Regards,
Nebu John
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