Payment Limit: Why are we not receiving payments from our form?

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    Asked on February 19, 2018 at 01:41 PM
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    Answered on February 19, 2018 at 03:03 PM

    I have checked your account and seems your account and you have not exceeded your payment limit however your account also does not have the correct Payment Limits for bronze plan as per our latest Plan Limits. This issue may be related to the reason you are not able to receive payments.

    1519070213Screen Shot 2018-02-19 at 22.5

    Based on the above I have escalated the issue to our Level2 team for further analysis and resolution. We will update you on this thread once the issue is resolved.

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    Answered on February 20, 2018 at 05:24 AM


    We are sorry for the issue you have experienced.

    We have checked your submissions and it is seen that you did not exceed the payment limit. It is also seen that there is no problem about payment limits defined for your account. You can receive submissions successfully.

    You have three successful payments on 19th Feb and also there is an incomplete payment submission on 19th Feb. Payments which are in incomplete payments list mean that customers (submitters) didn't complete the payment. In other words, we redirect submitters to PayPal payment page. When the submitters go to PayPal page, we record this payment in our incomplete payment list. If the submitters don't complete the payment in PayPal, submission remains as incomplete payment. Please have a look at the following description about pending submissions:

    "What is a Pending Submission?

    When a user submits your payment form we keep submission data in our database until the payment is completed. We process the submission (ie. send emails, add to Submissions page) only after we receive a notification from the payment gateway (PayPal, in your case). Using this wizard, you can “complete” a pending submission manually or “delete” it. PS: Submissions that have been pending more than 30 days will be automatically deleted."

    Please have a look at the following image:



    Please check payments under incomplete payments list from your PayPal dashboard. If you see them as completed payments, please inform us. Please also provide screenshots and other details. 

    If you need any other details, please feel free to ask.

    I'll be awaiting for your reply.

    Thank you.