PayPal Form: Payment was received, but no notification or submission was received in my account.

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    Asked on November 09, 2017 at 04:46 PM

    OK.  I previously asked how to redirect a person back to the registration form after they make a payment on PayPal.  According to that I cannot do it, BUT that I should have a message of an incomplete payment if a person completed the form but has NOT completed the payment.

    However, I have had someone test the registration and they DID pay and I got the confirmation from PayPal, but there is NO message about their registration in my inbox on JotForm nor in my own email inbox.

    Why did this occur?  And how can this be rectified?

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    Answered on November 09, 2017 at 05:56 PM

    What is the form in question? Also, could you share the details of the payment that was made(full name, and email address), but did not show up in your submissions dashboard, or email inbox?

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    Answered on November 09, 2017 at 06:09 PM

    It was for the Gourd Ornament and Wine Glass painting class.  Brittany Rae Klaips signed up and made payment, but there was never a confirmation email sent to my email or in the inbox of the submissions dashboard.  I am not giving her email address since this is a public thread.

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    Answered on November 09, 2017 at 08:22 PM

    I have now set the thread in Private. I checked your form and I can see that there are 5 incomplete payments. Here's a guide on How-to-View-Incomplete-Payments.


    If the user did not complete the payment on the checkout page, then the submission will go to the Incomplete Payments. Please take note that completing it will not process any payments. It will just trigger the email notifications and will be processed as a normal submission.

    Please check this guide for more details: Paypal-Incomplete-Payments-FAQ.

    If you want to be notified via email when there is an incomplete payment, please refer to this guide: How-to-Setup-Incomplete-Payment-Notification-Email.

    Hope that helps. Let us know if you have any questions. Thank you.