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    Customer says that he submitted form but we never received that submission.

    Asked by TMMW on July 28, 2017 at 01:06 PM

    someone called that they sent a form and did not receive a response. We never received the form though.


    other than checking the inbox, is there any other place for us to look?


    a second client said that the form worked for him until he got to the payment option.


    any ideas that can shed some light on the issues?

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    JotForm Support

    Answered by ashwin_d on July 28, 2017 at 02:54 PM

    Hello TMMW,

    I would suggest you to please let us know the details of submission which you are missing and we will take a look. All submissions are captured in form's submission page and that is the best place for look for submissions. 

    I did check your last edited form's submission page and found that you have several submissions in "Incomplete Payments". Please check the screenshot below:

    Please note that when users submit your form, they are redirected to PayPal checkout page for payments. If your user do not settle the payment, that submission is marked as "Incomplete Payments".

    I would suggest you to please take a look at the following guide for more information on incomplete payments:  https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    Have you received these payments in your PayPal account?

    If you do not see the payments in your PayPal account, that means your users have not completed the payments when they were redirected to Paypal checkout page. 

    If you have received the payments in your PayPal account that means the IPN of your PayPal account is disabled. I would suggest you to please enable IPN of your PayPal account and that should solve your problem. The following guide should help you:  https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account 

    Thank you!