Submitted payment is not showing in my account

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    Btomblin386
    Asked on March 19, 2018 at 10:11 AM

    https://form.jotform.com/80716304450146


    On this form, I have an option for a $25 payment. I had one get submitted today, went through the payment pending link, and it's not showing up in the account. I'm not sure what I need to do from here.

  • Profile Image
    Jan
    Answered on March 19, 2018 at 12:25 PM

    Just to clarify, you mentioned that you completed this submission from the "Incomplete Payments" section, right?

    Completing the incomplete payment submissions will not process any payments. It will just trigger the email notifications and will be processed as a normal submission.

    If the user did not complete the payment or closes the browser after being redirected to the PayPal checkout page, then it will be considered as an Incomplete Payment. Please check this guide for more details: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.

    Hope that helps. If you have any questions, let us know. Thank you.

  • Profile Image
    Btomblin386
    Answered on March 19, 2018 at 12:36 PM

    Yes, I completed the submission from that page. So, if I don't see the money, then they backed out? Is there a way to prevent me from getting notifications from people who back out?

  • Profile Image
    Jan
    Answered on March 19, 2018 at 02:01 PM

    If I don't see the money, then they backed out?

    If the submission is showing up in the Incomplete Payments section, then it means that the user did not complete the payment. They probably backed out, closed or abandon the page after being redirected to the PayPal checkout page.


    Is there a way to prevent me from getting notifications from people who back out?

    If you do not want to be notified if there is an incomplete payment, then please disable the "Pending Payment Email" option. Here's how:

    In the Form Builder, select the payment field and then click the "Payment Settings" button. In the Payment Settings, go to "Additional Gateway Settings". Change the value of the "Pending Payment Email" to "NO".

    152148229903-20-zimtn.png

    Related guide: How-to-Setup-Incomplete-Payment-Notification-Email


    Hope that helps. Thank you.