Paypal form successful submission payments were in Incomplete payments inbox

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    Asked on September 26, 2017 at 03:43 PM

    I created a form ( to sell tickets for an event. A few customers are not receiving an email back from Jotform for conformation, this is their ticket for the event. I noticed these people end up in your database incomplete payment section even though the payment went through. My question is why is this happening? Using PayPal.

    Most entries are working but some do not.


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    Answered on September 26, 2017 at 04:06 PM

    The form submission payment will usually end up in the Incomplete Payments Inbox when the actual payment was not successfully completed (or Paypal payment was not completed)

    Please review also the user guide here : Paypal Incomplete Payments FAQ

    If the form submission payments were in the Incomplete Payment Inbox, there will be no email alert for the submission as well. Unless it was specifically configured on the payment field.

    User guide: How to Setup Incomplete Payment Notification Email

    Now, since you confirmed that there were actual successful payments that get through and yet the submission were in Incomplete Payment Inbox, it is possible it was an issue with IPN settings.

    What I suggest you do is to enable the IPN option in your PayPal account used by the form.

    User guide: How to Enable IPN on your Paypal Account

    If you are sure that the specific submission payment that went through still have the submissions in Incomplete Payment Inbox, you can manually complete that submission. It should move the submissions to the completed submissions and will trigger the email confirmation as well.

    Let us know if issue remains even after all this.