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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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    An email notification wasn't received...How can we find out why one specific email notification didn't work for us?

    Asked by juanflowers on March 23, 2011 at 07:37 PM

    A client mentioned to us that they submitted a payment to register for our event.  We see that the client has paid in the Jot Form Admin Tool but, we never received an email notification to let us know that she paid/registered.  Again, we just want to make sure we don't see this same behavior since we will be seeing a large number of registrants as we are nearing our event.  Thanks!

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    JotForm Support

    Answered by NeilVicente on March 24, 2011 at 04:37 AM


    Have you checked your Paypal account to see if the payment went through? You should receive a new submission in your jotform account and a notification email if it did. However, in the case of uncompleted payment, you will see pending entries on the Submissions Page. Notification emails will only be sent when the payment transaction is done successfully.

    Please do send us a feedback.

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    JotForm Support

    Answered by liyam on March 24, 2011 at 04:45 AM


    Can you tell us when this payment submission was made?  There was a glitch in the process of email sending after making a payment yesterday, and it has already been fixed by our developers. 

    Hope this helps.

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    Answered by juanflowers on March 26, 2011 at 05:28 PM

    NeilVicente & Liyam,

    Thank you for your replies.

    The client submitted their information and paid via Paypal on 3/22/2011.  Plus, the client's info appears on our submissions report.  The only thing that we didn't receive to let us know was the email notification.  So, this could've been the glitch that was mentioned earlier.

    As a workaround, I just forwarded this submission to the assigned email address.

    I truly appreciate your time.

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    JotForm Support

    Answered by mliz on March 27, 2011 at 12:15 AM


    If you are still getting the same problem about missing email
    notification where Paypal is involved please let us know and we
    will have a look at it.

    Thank you for using JotForm.


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    Answered by CraZBrain on February 13, 2015 at 09:42 PM

    I have had this same problem on a couple of occasions. The vast major of my notifications are received in my email inbox. However, on more than one occasion, I have received paypal payment and the information appears in Jotform. I just never received an email. In my case, the payment was received on the morning of 2/13/15. Thanks

    Aaron Rothrock




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    Answered by Sean on February 14, 2015 at 09:23 AM


    Thank you for contacting us for support. I have transferred your post entry to a new thread where it will be addressed in details. Each thread should be exclusive to an user and their issue so that we can properly assist. We will address your issue on this thread soon.

    Thank you