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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    How to set payment field to send email notifications on pending payments?

    Asked by designfacet on February 02, 2011 at 05:48 PM

    I really hope this question gets answered.

    My issue is when i make a form and add paypal to it. Your system does not send the email to me until the payment has been made.

    I need to get the form in my email regardless of the paypal being paid or no this be done.


    Please help soon.

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    JotForm Founder

    Answered by aytekin on February 03, 2011 at 04:30 AM

    It worked that way previously and we were getting lots of requests from our users asking us to only send emails after the payment is processed. They were getting confused because we were sending them an email even though the customer did not complete the payment.They had to manually check every email to make sure there is really a payment for it.

    So, we are in the middle. But I think the new way is less confusing. We were getting lots of requests before.

    I am not sure why you need the receive the email for someone who just clicks on the submit button and does not complete the payment? You should not process that order.

    Also, you can access data about those users using the "Pending Submissions" button on the Submissions page.

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    Answered by designfacet on February 03, 2011 at 07:32 AM

    Thank you for your response, for example i have a client now that wants to collect registration information about their clients, but at the same time they wish to get payment using paypal. However they do wish to have the regular information from them form sent to them to follow up on why the person did not pay with paypal or maybe they wish to pay on the phone, etc...


    Unfortunately right now i have setup two forms because of this, one to collect all the data and then it goes to the next page where paypal is shown as a payment option.


    Pending submission page is good for if they owned this account and they had access to it, but I am doing forms under aaccount for many clients.

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    JotForm Founder

    Answered by aytekin on February 03, 2011 at 10:26 AM

    I see. We were considering possibly sending emails with a PENDING prefix on the subject line. We might implement that in the future. Thanks for the clarification.

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    Answered by designfacet on November 04, 2016 at 08:00 PM

    What is the status on this? Now 2016 and hoping something has been done about the pending submissions.

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    JotForm Support

    Answered by EltonCris on November 05, 2016 at 04:16 AM


    We are truly sorry for failing to update you about this. This feature has already been implemented.

    You can now set your payment field to send email notifications on pending payments.

    Here's how to do that:

    1. Open your payment field wizard.

    2. Under Additional Gateway Settings, set the Pending Payment email to Notifiers Only.

    Here's a full instruction https://www.jotform.com/help/273-How-to-Setup-Incomplete-Payment-Notification-E-Mail.

    Please take note that pending payment notifications are not instant. It should take somewhere between 30 minutes to 1 hour to be emailed. The reason for this delay is to provide a time window for PayPal's payment notification to arrive on our servers and also to allow the customers to finish their transactions if needed be.

    If you need anything else, let us know.


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    Answered by designfacet on November 05, 2016 at 08:38 AM

    Perfect, Thank you.