What happens to the payment submissions if I don't have any more room?

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    ATLDreamCenter
    Asked on August 30, 2012 at 02:24 PM

    I have been using the free account to try this out and it ends up I am getting more payments then I thought. In fact, I have recieved almost twenty but I have only recieved 10. I do I get the others?

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    gori-mathew
    Answered on August 30, 2012 at 04:49 PM

    Hi,

    Thankas for contacting us.

    Please note that once your account reaches maximum limit, it is on Overlimit hence your forms will be disabled. This means you customers cannot submit any form to your account and they will get a message "form disabled".

    The solution would be to upgrade your account to Premium or professional account and enjoy higher form submission quota allocation or You can also wait for 1st day ofvfollowing month when the accounts accummulated quita is reset to zero automatically.

    I checked your account and can confirm that it is in Premium hence you should not worry about forms being disabled as it has higher quota allocation than Free account.

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    ATLDreamCenter
    Answered on August 31, 2012 at 10:01 AM

    Well, here is the problem. I have submissions that had happened and donations through paypal. Four people have put their submissions through jotform when we were max'd out on the free account, so we now updated. What happened to those submissions? Will we get the money they submitted into paypal?

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    jeanettebmz
    Answered on August 31, 2012 at 11:58 AM

    Ussually, a incomplete payment  means that your users changed their mind at last minute. However, it might happen that they made the payment and need to be confirmed as my colleagues have stated.

    At any rate, it is recommendable to enable IPN (Instant Payment Notifications) in paypal, please follow these steps:

    Go into your Paypal account, Click on the Profile menu, select My Selling Prefences 

     

    Midway down the next page is a 'Instant payment notifications' field, select click on the Update button to the right of it. 

     

    Click Choose IPN Settings, Enter http://www.jotform.net/ipns/paypal.php into the Notification URLtext box and ensure Receive IPN Message (Enabled) radio button is selected. Click Save.

     

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    jeanettebmz
    Answered on August 31, 2012 at 12:08 PM

    And yes, you will get the money if the submission was completed.

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    ATLDreamCenter
    Answered on August 31, 2012 at 01:18 PM

    Thank you for your help. After updating the IPN, about how long do I need to wait to see those four finished submissions come through PayPal? 

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    jeanettebmz
    Answered on August 31, 2012 at 01:39 PM

    Like I said, an incomplete payment  means that your users changed their mind at last minute. If the users assure you that they completed the process, you should ask them for proof and then contact Paypal . After Updating IPN , the process should be better.


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    ATLDreamCenter
    Answered on August 31, 2012 at 02:50 PM

    Okay, so if Jot From says it is a completed submission it doesn't mean it was completed payment? I have plenty of incomplete submissions that I have put in testing this cancelation at the last miniute deal. I have four submissions that have been completed and passed through and submitted so says Jot Form but nothing is showing on my paypal since the 14th of August.

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    jeanettebmz
    Answered on August 31, 2012 at 03:04 PM

    Your assumption is correct. A completed submission only means the user pressed the submit button. However, when they get redirected to Paypal they might or might not pay.

    Regarding to your 4 submissions,  you would need to get proof of payment from these people as they probably did not completed the payment nor Paypal notified us about it and that is why you don't see incomplete payments. So the proof of payment or Order reference number would work , so you can contact Paypal and ask why they were not reflected into your account