What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    We are not receiving our forms after our customers submit them, what is happening?

    Asked by ecti on March 22, 2011 at 01:52 PM
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    Answered by brx250 on March 22, 2011 at 10:55 PM


    Hi there,

    When a customer submits your payment form we keep submission data in our database until the payment is completed.

    We process the submission (ie. send emails, add to Submissions page) only after we receive a notification from the payment gateway(Paypal, Autorize.net).

    Using this wizard, you can “complete” a pending submission manually or “delete” it.


    Albert | JotForm Support



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    Answered by ecti on March 23, 2011 at 10:27 AM

    If this is true than why in Paypal have we received notification that the payment has been processed and accepted but have yet to receive the our form submissions from you. Obviously this is going to be a problem for many people because we will never receive our forms because you cannot get them to us in a timely manner.

    We have well over 100 jot forms that have the same pricing  for different services which makes it virtually impossible to go into the jotforms website and look for new submissions that we have yet to recieve every time one of our customers pays through Paypal.

    Where are my form submissions if I recieved the money in Paypal yesterday?

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    Answered by allanftd on March 23, 2011 at 10:58 AM


    H ecti, 

    We understand your concern. We have observed that other users have reported this same issue. which have prompted us to quickly escalate this issue with the highest priority to our programming team. They're now working on investigating this issue. We'll update you through the support page once the cause is known and this issue is resolved.

    We sincerely apologize for the inconvenience this has caused. Thank you for your patience on this matter.



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    Answered by allanftd on March 23, 2011 at 11:28 AM

    Hello ecti,

    While our programming team is looking on the issue, I stumbled upon one of the threads about the same issue and how another JotForm user was able to see his new submissions albeit with no email notification from JotForm. Please refer to this page:


    This may work for you in the meantime while we are still investigating. Let us know how it goes.


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    JotForm Founder

    Answered by aytekin on March 23, 2011 at 11:47 AM

    Do you see the submissions on your Submissions page? Is this an only email problem? 

    Exactly on which form do you have this problem?

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    JotForm Founder

    Answered by aytekin on March 23, 2011 at 12:28 PM

    We found this problem and fixed it now. It was caused by a code change we made for the recent Dropbox integration.

    You should receive your submission emails from now on. This bug only affected emails. So, you can see the previous submissions on your Submissions page.