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

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    PayPal payments submissions being marked as incomplete

    Asked by Region25 on June 13, 2017 at 10:54 AM

    I need to speak with someone. 

    We have submissions in the incomplete section that are also showing up with a notification yet we are not seeing payment.

    We have submissions in the incomplete section that are also showing up with a notification and are seeing a payment.

    We have a submission in the incomplete section with no notification and no payment.



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    JotForm Support

    Answered by david on June 13, 2017 at 12:39 PM

    If a user closes the browser or didn't settle the payment after being redirected to the Payment Page, this will be logged as an Incomplete Payments. It will only be posted as a valid submission if the user completed the Payment and was able to completely process the transaction.


    Incomplete submissions do not trigger email notifications or autoresponders.  If the payment was complete but the submission was marked incomplete, you may need to enable IPN in PayPal:


    If you mark an incomplete submission as complete, it will trigger email notifications as normal.  This will not charge the user once again and will not charge users who did not pay.