Form submissions not showing up in system

  • Profile Image
    Asked on July 25, 2017 at 08:13 AM

    Hi there,

    My form has received 6 submissions with payment in total but Jotform's system and the Google Drive storage folder only reflect 4 - we only know about the other 2 because the PayPal payment confirmation for those have been received.

    If you could let me know how I can retrieve the missing data and file uploads for those last 2 submissions and why it's happened, that would be great.

    Thanks very much!

  • Profile Image
    Answered on July 25, 2017 at 11:38 AM

    Check your incomplete payments to see if the payments are listed there:

    Occasionally if users take a while to finish payment or the notice isn't sent from PayPal that the payment was complete, completed payments can be marked as incomplete.  Mark them as complete to trigger emails and move the data in with the rest of the submission data.  This will not charge them again.