One of my customers completed the form and made payment but I never received it.

To clarify, did your user complete the payment in the PayPal page?

Can we have the submission ID of the user that paid?

I have checked your form and you have two submissions. However, only 1 submission was paid correctly. Other submissions are in your Incomplete submission.

For more information regarding incomplete payments,you may check this guide:https://www.jotform.com/help/564-how-to-view-incomplete-payments-of-your-payment-forms/

Kindly check your PayPal account for the payment and let us know if the issue still remains?

Yes, the one you see is the one I didn't receive.The transaction id is
56K904495G2580359
I already checked paypal.
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Can you please try to contact PayPal support regarding this issue?

https://www.paypal.com/us/smarthelp/contact-us

Let us know how it goes.

I already did and they said that they can not locate anything under that
transaction id.
...

I checked your form and PayPal fields and it is configured correctly. Since the user has reached PayPal checkout and the transaction is successful, PayPal support should have an answer about it.

The transaction is successful so maybe they are holding the payment? By the way, is your PayPal account newly created? If so, I think it's related to that.

Please check this article here: https://www.paypal.com/cs/smarthelp/article/why-is-my-payment-on-hold-or-unavailable-faq1987

I spoke with a representative and they told me to ask what the email you all use when partnering with PayPal.
Sent from my iPhone
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I think it's paypal@jotform.com but, could you please further explain the details so we can check if the representative is referring to something else?

Okay, thank you! I figured out the issue. I talked with PayPal and it looks like I entered my email wrong when I configured it. Thanks for your help.
Sent from my iPhone
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