Paypal Incomplete payments notification

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    Asked on September 14, 2017 at 03:10 PM


    Is there someone I can talk to about my account? I have submitted a couple of questions to try to figure out the issue that I am having and neither solution has worked.

    Approximately 1/2 of the submissions of my form have pending payments. Many of them are going on 10 days. Why are some payments going through and others still pending? I check paypal and the IPN is set up correctly.


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    Answered on September 14, 2017 at 04:38 PM

    Please don't create same multiple threads as it will only delay the problem to be resolve/answered. We need to track down previous methods taken so your reply is very helpful.

    Upon checking your paypal integration widget, it seems that you were not able to add jotform's IPN relay which causes paypal to notify you.

    Please copy and paste this URL into your "Paypal Integration Widget"

    Then follow this guide on how to update your incomplete payments.

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    Answered on September 14, 2017 at 07:49 PM

    Thanks! I have updated this setting.

    Right now the submissions are not even shown as disabled on paypal. Should they now start to show up on the IPN list as a result of updating this information?

    I am just confused as why multiple payments have processed and have shown up on the IPN list without this setting in place and many others have not.

    Thanks again for your help!

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    Answered on September 14, 2017 at 10:26 PM

    The submission located in "Incomplete payments" dashboard can be deleted or completed: 

    Please note that completing a submission will NOT process any payment as there was no payment information to begin with. The system will simply treat this as a regular submission so it can be included on form reports, and that email alerts can be fired off as usual.

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    Answered on September 15, 2017 at 07:03 PM

    I am not trying to get rid of the notifications! I am trying to figure out why they aren't showing up on paypal at all. This is getting beyond frustrating. Is there seriously nobody I can talk to?

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    Answered on September 15, 2017 at 11:38 PM

    Apologies for the inconveniences this may have caused to you. Unfortunately, we do not provide phone support, the forum is our main support channel, alternatively you may contact us via email at

    Please note that a payment may end up as incomplete due to several reasons, I would recommend you to please check the IPN option on your PayPal account too, here is a guide that will help you doing so: 

    If even after enabling the IPN option on your PayPal account your payments are still under the incomplete section, please let us know.