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    We have two submissions missing from our form

    Asked by HeartlandRegistrations on January 06, 2017 at 12:54 PM

    Account:  heartlandregistrations@heartlandalliance.ca


    While doing our monthly review of paypal payments through your form, we have realized that 2 of our submissions are missing from your list.  Two payments received by Paypal (among others received on that day) are missing from your list.  They are Rae Robinson and Heather Reid.  I do not know the time they were received but according to Paypal there are receipts between them so they are fairly random.

    It is my concern that other submissions could also be missing from other forms but we wouldn't know if they don't have a payment option as a secondary check in place.

    Please advise as to how this happens and what we can do.

    Thank you.

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    JotForm Support

    Answered by Welvin on January 06, 2017 at 03:40 PM

    You have 56 emails coming from this form. However, none of the names you've mentioned are there. If the payments were made in the form, you should get an email about it. Perhaps you can search for them in your email? But not unless you have already deleted them from your email. 

    You also don't have these in your incomplete payment section. We get a report sometimes where payments are received but landed on the incomplete list but in your case, nothing's there. I suspect the payments were made on a different form. 

    Would you also mind getting a screenshot of the transaction in Paypal? Showing what is the product item that they've paid. With that piece of information, you should know if that's made on the given form.

    I look forward to your reply.