payment is received but the submission is missing in the form

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    Asked on April 10, 2017 at 11:05 AM

    We had a submissions for one of our forms that we have no record that it occurred.  The only way we kn ow it did go through was our batch shows the transaction there.  I'll include the persons info below if it will help.  They did go back in at a later date and fill in another form.  That one does show.  The persons name Shawn McBride and transaction occurred on April 5.  Jotform link -

    Any help is greatly appreciated.

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    Answered on April 10, 2017 at 12:26 PM

    You do not have an incomplete payment in the form. If the payment is received through the form, you should also see the data in the form submissions page. I think it's a payment made by the user on another page. Do you have any other pages that are not using Jotform with gateway?

    Also, would you mind checking the Market Type of the payment? You should know if the payment was made in the form using this information. It will appear as "eCommerce" for Jotform forms. 

    I look forward to your reply.

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    Answered on April 10, 2017 at 01:07 PM

    We received eCommerce confirmation - See Attached.  Every form we use are Jotform and any payment is with  There is no other way to sign up for these classes other than through the Jotform.  So even if on another page, it should still show in the submitted forms.  Thoughts?

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    Answered on April 10, 2017 at 01:55 PM

    Thank you for the screenshot. The description section is also one of the proofs that the payment was made through the form. Let me forward this thread to our backend team for further investigation. If we find something, we'll let you know through this thread.

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    Answered on April 11, 2017 at 05:09 PM

    We just had another form do the same thing.  This one was from our San Antonio Location -  We could really use the help getting this issue resolved.


    ========= SECURITY STATEMENT ==========

    It is not recommended that you ship product(s) or otherwise grant services relying solely upon this e-mail receipt.


    ========= GENERAL INFORMATION =========

    Merchant : POOL MGMT-SAN ANTONIO (1396890) Date/Time : 11-Apr-2017 15:41:20 CDT


    ========= ORDER INFORMATION =========

    Invoice :

    Description : LGT Course Grand Total

    Amount : 247.20 (USD)

    Payment Method: Visa xxxx7940

    Transaction Type: Authorization and Capture


    ============== Line Items ==============


    ============== RESULTS ==============

    Response : This transaction has been approved.

    Auth Code : B78913

    Transaction ID : 60082920556

    Address Verification : Street Address: Match -- First 5 Digits of Zip: Match



    Customer ID :

    First Name : Isabella

    Last Name : Gonzales

    Company :

    Address : 8702 Eagle Peak

    City : Helotes

    State/Province : Texas

    Zip/Postal Code : 78023

    Country : United States

    Phone : 210-8842068

    Fax :

    E-Mail :



    First Name :

    Last Name :

    Company :

    Address :

    City :

    State/Province :

    Zip/Postal Code :

    Country :



    Tax :

    Duty :

    Freight :

    Tax Exempt :


    PO Number : 

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    Answered on April 11, 2017 at 07:34 PM

    Thanks for the additional information. And we apologize again for this inconvenience. We'll take note of these details and update also the developer assigned on the issue. We'll let you know once we have updates.


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    Answered on April 12, 2017 at 11:15 AM

    We have just had another company have the same issue.  This time, one cleared correctly and one did not.  Samantha Wilson does not show as completed a form at all.  Julie Gatlin did clear.  Form is - This is now the third form we have doing this.  We are about to have a lot of payments trying to be processed through here.  We need to get to the bottom of this ASAP.  Any help is greatly appreciated.





    Settled Successfully

    11-Apr-2017 10:28:47

    Wilson, Samantha



    USD 51.50

    11-Apr-2017 18:08:04

    USD 51.50



    Settled Successfully

    10-Apr-2017 19:42:03

    Gatlin, Julie



    USD 121.50

    11-Apr-2017 18:08:04

    USD 121.50



     This is 

  • Profile Image
    Answered on April 12, 2017 at 12:25 PM

    Our apologies. I've noted the additional submissions in the ticket. It's already assigned. Again, if we find something, we'll let you know here. 

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    Answered on April 25, 2017 at 11:25 PM

    It has been nearly 2 weeks on this and we still are having the same issue occurring.  Can someone please let us know the status of this? 

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    Answered on April 26, 2017 at 03:19 AM

    Unfortunately this issue is still not resolved. This thread is assigned to one of our developers and priority of this ticket is set to important. 

    If there is any update we will inform you via this thread. 

    Thank you for your patience.

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    Answered on May 04, 2017 at 08:36 AM


    We completed our in-depth research and came to following conclusion:

    From time to time servers are affected by heavy load on both sides. Some submissions fail due to a timeout on the side of the payment gateway e.g. which results in JotForm being not aware of the payment and therefor the submission are not being processed and sometimes it also happens that there is too much load on our servers and this affects some of the forms, like in this case.

    We try to solve the problems on our side by adding computation power to our server network and increasing the number of servers. 

    If you encounter further problems, please write us.

    I sincerely apologise in the name of JotForm.

    Thank you very much

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    Answered on May 05, 2017 at 08:54 AM

    We just had another one last night on another form.  I'll try to add image below.  This was for the Colleen Berry Payment on May 2.  There is no record in Jotform for this that we can find. This is happening too frequently for us to be pure server load.  Any help is greatly appreciated.


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    Answered on May 05, 2017 at 10:26 AM

    Thank you for letting us know. Let me notify our backend team to take a look. If there is any information, we'll get back to you on this thread.