Why one of our users unable to make payment on my form?

Ms. Jessie Jones, said that she is unable to access the payment section. The form will not let her get beyond the email question. I’ve included a screenshot of her form. Her email address appears accurate. My account is current. I’m not sure of what else to could be wrong. Please help. Thank you.

I am not sure if I understand your query correctly. As we see the screenshot, the form seems to be already submitted and you have received the notification. Is this submission completed from the incomplete submissions? Is the issue happening after redirecting the form to the PayPal and the user was unable to complete the payment from PayPal?

Could you check with the user if there is any error message displayed while making the payment or on the form? Please provide us with more information so that we can assist you further.

We will wait for your response. Thank you!