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

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    Payment Did not go through

    Asked by phideltachietaalumni on September 24, 2012 at 12:33 PM

    We recently opened a form in which we can accept payment via paypal.  There is 3 submissions, 1 of which the payment went through correctly, and 2 of which seem to not have been completed.  I spoke with each of the 2 people and they say they went through the full PayPal redirect and submission. 

    Could this be a timing issue?


    Thank you!

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    JotForm Support

    Answered by NeilVicente on September 24, 2012 at 02:04 PM

    Incomplete payments are submissions with unsucessful payment transactions. This happens when a potential customer abandons the Paypal transaction page or is having problems with thier payment method.

    I just did a test with your form, and it went through to the transaction page successfully. Once the customer is redirected to the transaction page, it is then up to Paypal to process the payment. If they are having problems with paying, the issue is either with their payment method or with Paypal (less likely).