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.


  • Profile Image

    Incomplete payment submissions have disappeared. How do I get them back?

    Asked by Photofrod on June 18, 2013 at 02:52 PM

    My 'Frodsham Downhill Run 2013' form has been working well but I had 2 Incomplete submissions outstanding 2 days ago but now I have none.

    I understand that the Incomplete Submissions lapse and are deleted after 30 days but one was about 10 days old and the other 2 days old.

    Now I have no way of getting in touch with my potential customer.

    missing submissions pending submissions paypal form
  • Profile Image
    JotForm Support

    Answered by Mike_T on June 18, 2013 at 03:08 PM

    Is there any way that you have manually completed or deleted these submissions? If submissions were completed they should be under the grid listing with other entries.

    If this is not the case, please let us know. Also, if you have any information from missing submissions (like names, emails, etc.), please post it too.

    Thank you.

  • Profile Image
    JotForm Support

    Answered by Mike_T on June 18, 2013 at 03:20 PM

    I would like to add that I have forwarded a ticket to our Next Level Support, so we will try to check it further.

  • Profile Image

    Answered by Photofrod on June 18, 2013 at 03:44 PM

    Thanks for the quick response.

    If I had manually completed the submission then I would expect to find them in the completed submissions but they are not there.

    The Runner 1 (Group Leader) entry on the older submission (around June 4) was Colin Hughes and the same field on the later submission (around June 15) was Vicky Jones.

    My intention was to send out a Paypal invoice to each of these runners (which I have done with the first) and manually complete the submission when payment was made.

  • Profile Image

    Answered by k2mktg on June 18, 2013 at 03:47 PM

    Mine are gone too.  You have definitely changed something.

  • Profile Image
    JotForm Support

    Answered by KadeJM on June 18, 2013 at 04:12 PM

    @Photofrod

    Thank you for the additional information about that. I double-checked on this based on your provided info and my colleague's previous investigation and I too can say that I don't see any listed Incomplete Payments. Do you happen to know who it was from and about what time? I noticed you mentioned one was 2 days and the other about 10 days old so this is probably a bug which caused this to happen before the normal 30 day automated deletion but our development team will let you know.

    @k2mktg 

    Thank you for bringing to our attention. I would like to request that if you are having an issue or problem even if it's similar please open up a New Thread with full details about the problem so that we can attend it respectively.

  • Profile Image
    JotForm Support

    Answered by alp_deniz on June 19, 2013 at 11:28 AM

    Incomplete submission should be recovered now, you can check your submissions.

    Please accept our apologies

    Have a good day