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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    How to ensure that our users are not charged twice?

    Asked by mosby_m on July 10, 2017 at 12:12 PM

    We are really having a lot of trouble with this app and I don’t think we will use it any further or in the future again. The email is correct for our PayPal account and the IPN is enabled and the payments are still not going through and our paypal account is perfectly fine and we’ve tried other tools such as donations, etc.. and it’s working fine with that and other apps we’ve used. I just want to make sure that if we delete the submissions we have currently(that not one payment has gone through with) that it won’t charge them later since we’ve just completed all of them? We are going to run there payment with a different method and I want to ensure that they won’t be getting charged twice

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    JotForm Support

    Answered by Kiran on July 10, 2017 at 02:57 PM

    I have checked your JotForm and see that it is currently disabled. As I check the submissions, it seems that you have completed the submissions that the payments were not completed. Did you receive any payments for these submissions? If so, can you please check whether the IPN for these transactions were sent by following the steps below:

    1. Log in to your PayPal account

    2. Click Profile > Instant Payment Notification Preferences

    3. Under the IPN Settings page, click IPN History

    4. Select "All (Last 28 Days") for the date

    5. Check if any IPN has a status that is not "Sent"

    Otherwise, you can safely use another payment method. If you can enable the form or clone it to your account we can test it further to assist you.