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    PayPal Payments Pro - Incomplete Submissions Screen - Completed submissions - data never gets transferred to the database.

    Asked by VailClub50 on August 17, 2012 at 09:33 AM


    "Complete Submission" vs "Delete" on Incomplete Submissions Asked by OHkids on April 16, 2012


    From what I undersstand, a pending or incomplete submission occurs most often when people start a submission but don't finish it in Paypal.  In the Incomplete Payments window, we are given a choice of deleting or "Completing Submission."  I don't understand how we can complete the submission if the donor/purchaser has not completed it on their end, or if Paypal has not approved it. What happens when we press the "Complete Submission" button?

    I have attached a screenshot.



    Submissions pending incomplete payments
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    JotForm Support
    Answered by gori-mathew on April 16, 2012


    Thanks for contacting us. Incomplete Payment means that the customer might have aborted the payment process or there was something wrong with his/her credit card details and Paypal failed to process it successfully.

    You should check if your Paypal account was able to accept and process the payments of that transactions. If Paypal did accepted and completed the processing of payment of your customers, you can complete the pending submissions. Otherwise, you may need to discard these pending submissions.

    If you complete the submissions from the pending list, this will be treated as one payment submission.  You will be deducted one payment submission from your submissions quota for the month.

    Please let us know if you have any other questions or concerns. Thank you and enjoy using JotForm!

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    Answered by VailClub50 on August 17, 2012

    Gori-Mathew:  I have been using Jotform for years and have a different problem with "complete" submission.  We give our members the choice to pay by check or by Paypal/credit card, and a few people choose to pay by check and still check off the payment boxes - so Jotform is waiting for payment.  I'm not sure if this problem ever got solved, but when we click on "complete submission", the box goes away and the data never is transferred to the database!  We've been copying it and re-entering it, but this should not have to be done???


    Thanks for you help.

    Page URL:

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    JotForm Support

    Answered by liyam on August 17, 2012 at 11:26 AM

    Hello VailClub50,

    I just made a reply on the other thread. But if you're not associated with OHkids, it would be better indeed if we discuss your matter on a new thread.  So let me copy my response on the other thread and let's discuss your issue on this thread instead.

    To reiterate my response from there other thread:  After completing the incomplete submission, the completed submission should land to the top of the submissions list.  Can you verify that this wasn't the case on your form?

    It would be great if you can provide us one copied submission and which you have completed but did not land to your submissions list so we can check.


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    Answered by VailClub50 on August 17, 2012 at 06:30 PM

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    Answered by VailClub50 on August 17, 2012 at 06:34 PM

    That's the screen shot.  I also did one myself that had a lot of junk (letters, etc) that I submitted and it ended up as an incomplete submission - I also got an error message on Firefox that I'm attaching.  When I went to IE to see if that would make a difference, my name was gone from the incomplete submissions and not in the database either.

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    Answered by VailClub50 on August 17, 2012 at 06:38 PM

    You can see the entry for Jenny Rink (at test) - it did go into the database when I did a search or it).  I don't think that happened before. I'll try to complete the other 2 submissions and see what happens and get back to you.

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    Answered by VailClub50 on August 17, 2012 at 06:44 PM

    I just completed the submissions for Healy and Riddle and the information is gone!  It did not transfer to the database.  I will reenter the data, but this should not be happening.

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    JotForm Support

    Answered by Mike_T on August 17, 2012 at 06:51 PM

    We deeply sorry for the inconveniences you are facing.

    You are completely right, there is a problem with Complete Submission option for PayPal Pro. That problem has been already assigned to one of our Developers, and as soon as we have updates we will let you know.

    Thank you very much for your patience and cooperation in this matter.

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    Answered by VailClub50 on August 17, 2012 at 06:52 PM

    Mine form did not show payment made - and both of theirs did.  So that must be the difference.  It's important to us that we can complete submission if someone checked the payment box by mistake.

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    JotForm Support

    Answered by Mike_T on August 17, 2012 at 06:56 PM

    We do understand your concern. I have added one more note to the bug report ticket, and I hope that the problem will be fixed quickly.

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    Answered by VailClub50 on August 17, 2012 at 07:24 PM

    Thank you!!

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    Answered by VailClub50 on August 17, 2012 at 07:26 PM

    We also use Paypal Pro for a couple of other sites:  http://saddlebrooke-republican-club.org and http://republicanclubs.org/ - will that fix apply to those sites as well?

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    JotForm Support

    Answered by Mike_T on August 17, 2012 at 07:35 PM

    Yes, once it is fixed, it will be fine for every PayPal Pro based form.

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    Answered by VailClub50 on August 18, 2012 at 01:39 PM

    Do you have any idea how long this fix will take? 

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    JotForm Founder

    Answered by aytekin on August 18, 2012 at 04:13 PM

    It might actually take a long time for us to fix this problem on the imcomplete payments screen for paypal pro submissions. So, if you have a workaround you should do that. Otherwise, you should probably use a different payment gateway. 

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    Answered by VailClub50 on August 21, 2012 at 09:38 AM

    It's way too late to change payment gateway - everyone is used to Paypal Pro and we cannot change it.  Anything you can do to expedite this would be greatly appreciated.