I'm not receiving submissions for one of my forms that is integrated with Paypal

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    speeddemon
    Asked on September 30, 2017 at 01:02 PM

    I've been using JotForm for a while, and have several forms.  But the newest one I just published isn't receiving submissions. I know people who have submitted the form, and gone through the PayPal step & received confirmations. But I don't have any of their data.  


    I've checked submissions on the webpage & in the app.  Submissions aren't being sent to the Google Sheet I have attached, and I'm not receiving email notifications.

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    Welvin
    Answered on September 30, 2017 at 01:34 PM

    I presume you received the payments on your Paypal account. Can you confirm this? If not, then that is because they've failed to send the payment. Either they abandon the payment page or they have a problem with their card or Paypal account causing each submission to be incomplete. 

    You have 6 incomplete submissions in the form. Here's how you can view them: https://www.jotform.com/help/135-How-to-View-Incomplete-Payments.

    Note that if you receive the payments, that means you have a problem with your Paypal account. Please make sure that the IPN is enabled. Please check this guide to troubleshoot the problem:

    https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    Please let us know if you still cannot get it work after setting up the IPN.

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    speeddemon
    Answered on September 30, 2017 at 01:37 PM

    Thank you for the answer! The PayPal address I'm using goes to my client, not my own PayPal account.  I know the users are receiving receipts from PayPal showing the payment has gone through.


    I will work with my client on the PayPal account.


    Thanks!

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    Welvin
    Answered on September 30, 2017 at 02:12 PM

    If customers are getting receipts and your client received the money then something is wrong, either with the IPN settings or in the form itself. Please check with your client and let us know so we can investigate further.