Email not received following transaction

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    Chris211989 
    Asked on September 17, 2017 at 11:12 PM

    Hello. I just completed two separate transactions using your form. Payment was issued via payoal both times and both transactions appear on my credit card. I have only received one email however. How should I proceed?

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    BJoanna
    Answered on September 18, 2017 at 03:17 AM

    I check your email address but I was not able to find any account.

    Please provide us an ID of the form you have issues with.

    Most likely your payments were marked as Incomplete Payments. 

    How to View Incomplete Payments

    Paypal Incomplete Payments FAQ

    If you received a payment for 'incomplete payment submission', it usually means the IPN is disabled on your PayPal account and you have to enable it. 

    How to Enable IPN on your Paypal Account

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    Chris211989 
    Answered on September 18, 2017 at 04:43 AM
    Please see attached one of the emails i received. Therefore your comment regarding incomplete transactions is incorrect.
    I went through this registration process twice
    Sent from my iPhone
    ...
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    Chris211989 
    Answered on September 18, 2017 at 04:43 AM
    Please see attached one of the emails i received. Therefore your comment regarding incomplete transactions is incorrect.
    I went through this registration process twice
    Sent from my iPhone
    ...
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    ashwin_d
    Answered on September 18, 2017 at 06:30 AM

    Can you please let us know with which form you are having this issue with? 

    What is your JotForm account username or the email address you have used in your account profile? I am unable to find any details with your email address Chris_211980@yahoo.com.au

    We will wait for your response.

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    Chris211989 
    Answered on September 18, 2017 at 04:43 PM
    I am not an account holder. I have used the form as a customer of one of your account holders
    Sent from my iPhone
    ...
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    Kevin_G
    Answered on September 18, 2017 at 05:05 PM

    I can see on our logs that only one email was sent. Did you submit the same form twice or were two different forms? 

    May be that one of the forms does not have an auto-responder email set up. May you please provide us the forms you have submitted. 

    Also, please note that you may need to contact the forms owner in order to ask if the transaction was successfully processed. 

     

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    Chris211989 
    Answered on September 18, 2017 at 05:43 PM
    I completed two different forms. I cant send you the forms because i dont have copies. I didnt realise i needed to screenshot my entries.
    I have two charges on my credit card therefore i should have two forms.
    Sent from my iPhone
    ...
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    Kevin_G
    Answered on September 18, 2017 at 06:06 PM

    Unfortunately, we cannot provide any user's information, I have just checked on the user forms and only found three submissions for the same form. 

    I would recommend you to instead contact the form's owner, he/she should be able to search into the submissions and find the ones you sent.