Paid registrants are showing up in Incomple folder and not under Submissions

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    venkatvedam
    Asked on September 21, 2017 at 04:03 AM

    Companies are registering for our event using JotForm. There are two companies in the "Incomplete Payment" folder who I see payments from in our PayPal account. Their registration does not show under Submissions, only in Incomplete. How is it that a paid registration is showing up as Incomplete?

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    liyam
    Answered on September 21, 2017 at 04:15 AM

    It is possible that upon the completion of the purchase process, the user closed the page or that in a way, Paypal's trigger failed to submit or reach back to the JotForm server. Thus, the pending payment on your form's submission failed to mark it as a complete submission.

    What you can do with that is to just mark it as a Complete Submission, manually.

    Can you confirm that these are the only two instances where there were complete payments but has been stuck in the incomplete payments list?

    In any case, you may set an Instant Payment Notification (IPN) on your paypal account to ensure that it will trigger the completed payments to Jotform. You can check this guide to know how: https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account

    Thanks.