Incomplete payments

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    Asked on January 24, 2018 at 12:52 PM

    Since Christmas I've had as many incomplete submissions/payments as I have completed ones. In at least three cases the member applicant made several attempts and none cleared. I just upgraded from the free version to the paid version, so I'm sad about this. :( Can you suggest what might be the problem and how to fix it?

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    Answered on January 24, 2018 at 01:24 PM

    Please enable IPN on your Paypal account

    And then Setup the IPN Relay URL on your Paypals Payment Settings.

    Here is the complete guide on how to solve Incomplete Payments on your account Submission

    Please let us know if you need further assistance.

    Thank you.

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    Answered on January 26, 2018 at 12:43 PM
    I've done that, but how does that solve my problem? Paypal's IPN history has no record of these transactions. It's as if Jotform never sent anything to Paypal.

    I have a sudden spike in people who tried to join my organization through my jotform and failed despite repeated attempts to make a payment.

    Any idea what could have caused that, so I can make sure it doesn't happen again?

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    Answered on January 26, 2018 at 01:55 PM

    I checked your form and I saw that it is integrated with Standard PayPal, so, users will be redirected to PayPal after submitting so they can finish the payment.

    Bottom line, after submitting, users are on PayPal's side, and we don't have any control over that.

    If the user finishes the paying, he should see the confirmation from PayPal about that and then, the submission is complete.

    If, on the other hand, when a user is redirected to PayPal, he/she closes the tab/window the submission becomes incomplete(if that option is set, if it is not set, then nothing will show).

    I'm not sure what actually happened to your users, do you have any information about that? Since you said they tried submitting several times, what happened when they were redirected to PayPal?

    Thank you!