Trouble with Incomplete Payments

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    Asked on September 12, 2017 at 04:27 PM

    We are experiencing a high number of incomplete submissions (with Paypal) and people saying their credit cards are just not being processed. Some people's registrations are going through though. I looked up your help topic & it says that I need to set up an IPN but I have a nonprofit PayPal account and it seems that this is only available for business accounts. What do I do about the incomplete submissions? And, how can I get more payments to process?




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    Answered on September 12, 2017 at 06:32 PM

    If there was an issue with IPN, it would be with complete payments being marked incomplete, not with payments not being processed.  Incomplete payments occur when users are redirected to PayPal and then close the window.  Do you happen to know what occurs when the users attempt to pay?  Also, is the form embedded to a web page?  The form itself looks to be working.

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    Answered on September 12, 2017 at 07:41 PM

    The form is not embedded on a webpage. People are getting to it through a link.


    I don't know what is occurring. We were contacted by one person who said "every time I get to the page to pay the fee it wont accept my credit cards (I have tried 3 different cards)." 

    This caused me to look into the submissions and saw quite a number of other incomplete submissions and some looking like the person had tried a number of times.

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    Answered on September 13, 2017 at 12:39 AM

    I recommend reviewing our user guide also: Paypal Incomplete Payments FAQ

    Please take more notice on these part.

    Completing paid submissions

    IPN is crucial for Jotform to mark your submissions as completed if there was really a payment made. In the event that PayPal IPN was disabled at the time of submission, you can still have them marked as completed by triggering the corresponding IPNs.

    Luckily, Paypal keeps a history of IPN messages sent/not sent by their server.

    Under the IPN Settings page, there is a link that says IPN History page. On that page, you can find the IPN messages that were not sent -- its status should be Disabled.


    As mentioned, if there was really a successful payment made, no matter if the submission ended up in Incomplete Payments inbox, you should still be able to reconcile them within your Paypal account profile.

    I suggest you try check an incomplete submission payment which you found actually have successful payment (payment was reflected in your PayPal account). This way you will be able to identify if the PayPal payment tool is really failing or not on your form.

    I hope this help. Let us know if issue remains.