Manually completed a pending submission but client's Paypal payment did not go through

My client completed her contract 2 days agao and went through Paypal to complete her payment as part of the contract but it the submission was being held as Pending in Jotform. I manually completed the submission today but now her Paypal payment is not going through. I contacted Paypal and they have no record of the transaction even though it is showing up as paid on her contract. What may be the issue?

Hi,

Aside from the form email that you will going to receive when someone submits or successfully send you a payment using the form, you should also receive a payment confirmation email from Paypal. Did you receive that email? If not, then most likely your client didn't settle or complete the payment.

Before marking the submission as "Completed" in the Incomplete Payment section, you have to make sure that you receive the payment. Otherwise, ask your client to settle it so you can proceed.

I look forward to your reply.

Thanks