Payment didn't go through paypal

Hello,

There was an error in my email address on my form, and the payments made through the form were taken from my client's bank accounts but not processed through paypal because of this. I manually captured the submission, but am not sure how to now recieve the payment, as it's not showing as a pending payment in my paypal account, and the client cannot cancel it through their paypal account to retry sending it. Please help.

I did check your form and found that you have received payment submissions in Jan 2018 as well. Have you received those payments in your PayPal account? You changed your PayPal account details only this month?

It seems you have have manually completed the incomplete submissions. Please note that manually completing a submission will not process payment but it will just move the payment from incomplete payment section to form's submission grid.

Do you mean to say that customer's PayPal account was debited but you have not received payment? If you used incorrect PayPal account email and if that email also has a valid PayPal account, the payments must have gone through in that account and there is noting we can do. I would suggest you to please speak to your customer ask them to contact PayPal support to this issue.

I did just change the email this month. The email address that I previously had on the form is connected to the same PayPal account as the new email, but I had changed the email address on that account to the current one as the previous email address is no longer valid. Both email addresses were linked to the same PayPal account   

You are correct in that the funds are not received in my PayPal account. They have been debited from my clients bank but I did not receive them. The submissions in 2018 all processed normally, which is why I think the email error is the reason for these payments not processing. 

If you have not received Payment in your PayPal account and your client's account is debited, your customer need to contact their bank or PayPal to trace the payment.