Payments coming through but not confirmation emails

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    Zowiemonster
    Asked on May 09, 2017 at 02:58 AM

    We have had a handful of issues where a paypal payment has been processed but there is no trace of the transaction being completed either by email or in our google sheet. Help this also is happening with my personal account too.

    Mike Z

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    Sven
    Answered on May 09, 2017 at 03:14 AM

    Hi, 

    Please note that IPN needs to be enabled on your PayPal, it push a notification to JotForm that the payment has been completed so JotForm can send a submission email and finish the submission. 

    Here's how to set up IPN for PayPal:

    How-to-Enable-IPN-on-your-Paypal-Account

     

    Usually these payments that are completed by you haven't received a notification for and can't find them in your submission, will end up in your incomplete payments, you can view them and complete them, please follow the guide below:

    How-to-view-incomplete-payments

     

    Thank you!

     

     

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    Zowiemonster
    Answered on May 09, 2017 at 03:18 AM

    Will this effect random submissions or all submissions because it works about 90% of the time?

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    ashwin_d
    Answered on May 09, 2017 at 03:51 AM

    Hello Zowiemonster,

    Please note that IPN needs to be enabled in your Paypal account which sends notification to JotForm if the payment was successful or not. This should effect all submissions you would receive. 

    Since you receive notification for most of the submission but few ends up in incomplete payments, that means IPN is enabled but it failed for few submissions. Can you please check your PayPal and see if the IPN is still enabled?

    Please note that it is possible to receive notification for submissions received as incomplete payments as well. The following guide should help you:  https://www.jotform.com/help/273-How-to-Setup-Incomplete-Payment-Notification-Email

    Thank you!

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    Zowiemonster
    Answered on May 09, 2017 at 10:58 PM

    The IPN is enabled on PayPal

    As I mentioned this happing one two different accounts and on multiple different forms

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    Sven
    Answered on May 10, 2017 at 02:59 AM

    Hi, 

    I can only say what my colleague ashwin_d said, there might be sometimes a failure from PayPal to send a notification for Jotform to send the email. What I would suggest is to re-set up your IPN, and set up notifications for when you receive incomplete payments, that way you'll make sure that you're receiving emails regardless.

    If the issue still persists, please get back to us so we can investigate it further.

     

    Thank you!