PayPal: Why didn't I receive the payments on my PayPal account?

  • Profile Image
    serenarudd
    Asked on March 20, 2019 at 06:40 PM

    I have 3 submissions, but I don't see the money coming through Paypal? How long does it take?

  • Profile Image
    gerardw
    Answered on March 20, 2019 at 09:45 PM

    I believe it should be instant as long as there's no problem with the account of the user sending payment using Paypal. But if you are referring to Incomplete payments, that should depend on the user, even though you click "Complete Submission" it does not necessarily mean that you will get a payment, the user end will still be the one to complete payment.

    To view incomplete payments, you can check this guide: https://www.jotform.com/help/135-How-to-View-Incomplete-Payments

    Please also check this guide on Paypal Incomplete payments FAQs: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    If you are not receiving payments, you might need to check your Payment Integration wizard if you have set it up correctly, like the correct Paypal email address on an appropriate payment method, example Paypal Express needs Business or Premiere Paypal account while Paypal Pro needs Paypal Pro account.

    I hope this helps.

  • Profile Image
    serenarudd
    Answered on March 21, 2019 at 11:43 AM
    Can you check my profile to see if there's an error?
    ...
  • Profile Image
    Kevin_G
    Answered on March 21, 2019 at 01:01 PM

    I have been checking your form and it seems to be properly integrated, if you're not receiving the payments on your PayPal account and the submissions are ending up in the incomplete payments section, then that means the users may not be completing the payments when they are redirected to PayPal. 

    I would recommend you to enable the IPN option on your PayPal account, this way you can make sure if the users completed the payments on PayPal or not: https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account 

    This will also help you to avoid having successful payments being marked as incomplete. 

    Also, there is no way to charge the users for your existing submissions, they will need to re-submit the form.