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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Why am I getting incomplete payments?

    Asked by Beerrunrwy on June 04, 2017 at 08:19 PM

    I use PayPal as a payment integration on my form. There are times a customer places an order, and I receive an email from PayPal saying that someone sent me money for an order, but I never receive the order form email from JotForm. I have to manually go into incomplete payments, find the person that ordered, and manually complete submission so that I can receive the order form email from JotForm to see their phone number, address, and photo identification. Is this a JotForm problem or a PayPal problem? How can this be fixed? This is a delivery service and these issues are very time sensitive.

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    JotForm Support

    Answered by AIDAN on June 04, 2017 at 08:30 PM

    We tried to address your request in our FAQ on PayPal incomplete payments here: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    We also have a guide on how to enable IPN on your PayPal account here: https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account

    I hope this helps. If you need further assistance please let us know. Thank you.