Where are all of the payment submissions?

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    Asked on January 03, 2019 at 06:41 PM

    I set up a Google doc to track the donations and I don't see all of them that I see coming into my PayPal and email. So I logged into Jotform and it also isn't showing the donations here. 

    What happened, where are they?

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    Answered on January 03, 2019 at 10:58 PM

    Two things are noticeable in your Form:

    1. The Donation field is not a mandatory field in your Form so anyone can skip entering the details and may submit the Form.


    2. I noticed that the submissions are present in the Incomplete Payments. Please note that there is only two possibility on why the payment ends up as incomplete payments.


     a. If the user does not settle the payment. When the form is submitted, users are redirected to PayPal checkout page. If they do not complete the payment, submission ends up as incomplete payments.

     b. If user settle the payment but IPN is disabled in your PayPal account. Make sure to enable it to avoid getting such problem. Please check out our Paypal FAQ page to learn on how to enable IPN in your Paypal account http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.

    Please check this page http://www.jotform.com/help/135-How-to-View-Pending-Submission

    Marking the incomplete submissions as complete will not process any payments. It only moves the incomplete payment submissions into your submissions page (submissions data grid below the page)


  • Profile Image
    Answered on January 04, 2019 at 07:56 AM

    Thank you for such a thorough response! I updated the settings so something is required. 

    I will check PayPal IPN. 

    I wanted to comment that I am aware that submissions are missing because I have received an email from PayPal saying that I received money and it shows me how much. 

    All the submissions that came in the first day are on the Google tracking sheet. Everything that came in yesterday is not on the sheet. Is that a strange coincidence?

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    Answered on January 04, 2019 at 08:10 AM

    I figured it out! It was on the PayPal side. I needed to add a bank account rather than just a cc.

    Thank you again!

  • Profile Image
    Answered on January 04, 2019 at 08:39 AM

    Glad to see that you were able to fix the issue. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help. 

    Thank you for using Jotform!