Common Solutions with Payable Forms
In this article we will review some common problems and solutions when getting set up with Payable Forms.

1 - "Something Went Wrong" Messages During Setup
Google Add-Ons are sadly not compatible when multiple Google Accounts are logged in to the same browser. We made this video, which talks about some troubleshooting generic setup errors..

Sometimes simply logging out of a second Google account will not be enough, and the user sessions can still get mixed up. Try these steps, even if you think you're only logged into one account.

If you are receiving Error messages during setup:
1. Open a new "Incognito" browser window.
2. Go to https://forms.google.com and login only with the account you wish to leverage as the email sender and owner of the Form and Sheet.
3. Re-open the Payable Forms Add-On if it's available. If it's not, re-install it for this user.
4. Retry the setup steps and hopefully, the Error message will disappear.

2 - Order Not Found
If your user clicks the checkout link but receives an "Order Not Found" message, this is likely because Google's On Form Submit Trigger was not setup or configured correctly.

Payable Form Toggle

**Things to check:**
Ensure that "Make This Form Payable" is switched to Yes
Try toggling "Make this Form Payable" off and then on again to recreate the triggers.
Take a look at our detailed Order Not Found steps here.
If your Google Sheet is missing Payable Order IDs, you can automatically regenerate them by following these steps..

3 - Free Order
If your users click the checkout link but receive a "Free" order when you were expecting them to have to pay, it is most likely that we were unable to find the currency in the correct format in your questions. We made this video to help walk through the trouble-shooting steps for this issue.

Match the Format Shown in the Sidebar

**Things to check:**
Do not change the first two columns in your Google Sheet. Timestamp must be Column A. Email Address must be Column B.
Click the "Add Sample Payments Section," which will add some formatted questions.
Look at how the Money amounts are formatted. Sometimes depending on your Country and Currency Combination, it may be expecting a country code on dollar usage (ex: US$8.99).
Copy the format that you used in the samples, and then delete the sample section.
You may need to update your locale settings in your User account if the suggested format does not match your expectation.

4 - Customers Not Receiving Emails
You must ensure your Form is setup to collect an email address as part of the Form settings and not as a question you created. When you use "Auto Configure Form and Sheet" in the Getting Started session, we do this automatically for you.

Do not add your own email question into the Form itself. Payable needs you to use the built-in email address collection, which appears automatically at the very start of the Form. If you have an existing email question, you can delete it.

Collect Email Google Forms

**Things to check:**
Click on your Form settings, and check to ensure "Collect Email Addresses" is checked on
Do not change the columns in your Google Sheet. Timestamp must be Column A. Email Address must be Column B.
Copy the format that you used in the samples, and then delete the sample section.

5 - Payable Menu Only Shows Help
When you click on the Add-On "Select Payable Forms," if the menu only shows Help as an option, this is an easy fix.

Only Help

This is typically easy to fix:
Please Refresh the page.
WAIT 10-20 seconds after the page has completely loaded.
Then, click the add-on "Payable Forms" menu again.
All menu options should appear.

6 - Unable to Receive Payments
Sometimes if your PayPal or Stripe account has not been completely setup, you users might receive an error message when they try to pay you.

7 - PAYEE ACCOUNT NOT VERIFIED
This happens when you have not confirmed your primary email account used with PayPal. Go to paypal.com and login and go to your Account Settings and ensure you have confirmed your email address.

8 - UNPROCESSABLE ENTITY
This can happen when your PayPal account has a limitation, or you are attempting to move money in a currency that is not supported in your account region. This page outlines the supported PayPal currencies and any limitations based on them.
Was this article helpful?
Cancel
Thank you!