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  • Profile Image

    Why am I not receiving some of my Payment Notifications via PayPal?

    Asked by peatree on October 21, 2013 at 09:30 AM

    I am still not receiving some submission forms via email. I get some, but not all, and the only way I'm alerted that I'm missing some is that I'm receiving notifications of payment from PayPal. Nothing shows up in the spam filter.

    1. I have whitelisted the following urls:
    jotform.com
    email.amazonses.com
    amazonses.com
    jotform.co
    secure.jotform.co
    s3.amazonaws.com
    static-interlogyllc.netdna-ssl.com

    2. I have selected "noreply@jotform.com" for the sender email in the Email Alerts section.

    3. I re-embedded the forms and uploaded new web pages.

    Email addresses for notifications are: peatree@peatreedesigns.com and jsteele@heartsonfireministries.org and both addresses are with different ISPs.

    Web pages that contain forms:
    http://www.heartsonfireministries.org/gatlinburg/paypal-registration.html
    http://www.heartsonfireministries.org/gatlinburg/mail-registration.html
    http://www.heartsonfireministries.org/gatlinburg/DVD_orders.html

    What else do I need to do to fix this issue? This was never an issue for us before September. What has changed? We haven't changed anything on our end to make this happen. This needs to be fixed SOON.

    Page URL:
    http://www.heartsonfireministries.org/gatlinburg/paypal-registration.h<br/>tml

    JotForm email sender email alerts paypal incomplete payments incomplete pending pending payment no notification missing notification missing emails
  • Profile Image
    JotForm Support

    Answered by KadeJM on October 21, 2013 at 10:23 AM

    I've taken a look at your issue and I can see that this is the form http://www.jotform.us/form/21485935854162 in question on your website. Upon my investigation I think that the Notifications you did not recieve are actually happening because they were never completed. So because of this factor they ended up being listed in your Submissions Control Panel as an Incomplete Payment that is left in Pending Status. If you click on " Complete Submission " this will send a notice to your customer requesting that they come back and fill it in. Submissions that were never completed often end up here for reasons such as the window was closed before they could be redirected, the user changed their mind at the last minute, the browser crashed, a form owner testing it but not going through with the transaction to finish the payment integration test, and various other reasons beyond that.

    Screenshot below shows you have 19 Incomplete Payments dating back awhile from more recent ones back into spaced out dates in September as well. I think these are probably all of the ones that you did not recieve.

     

  • Profile Image

    Answered by peatree on October 21, 2013 at 10:28 AM

    Thank you SO much for looking into this so quickly. I'll keep an eye on the control panel and click "Complete Submission" when necessary.

  • Profile Image

    Answered by EliezerN on October 21, 2013 at 11:00 AM

    @peatree

    In behalf of my colleague let me tell you it's a pleasure to assist you. Feel free to contact us if you nee further assistance with this or kindly open a new thread to make non-related questions.

    Thanks for using Jotform.

  • Profile Image
    JotForm Support

    Answered by guilledutra on October 21, 2013 at 11:01 AM

    Hi,

    for some reason your last message come blank, could you re-post it by following this link http://www.jotform.com/answers/281497

    Thanks

  • Profile Image

    Answered by peatree on October 24, 2013 at 05:37 PM

    Well, we are still not receiving many submission forms via email, and when I check the "incomplete Submissions" in the control panel, it is empty. The missing forms are adding properly to the submissions list, but just don't email to us. The seems to be happening only on the form that people are using to pay with PayPal. Any OTHER ideas why this might be happening???

  • Profile Image

    Answered by Cesar on October 24, 2013 at 07:08 PM

    Hello, 

    Sender Name is not setup on Notification 1, kindly add a Senrder Name to the Email Alert, as some email service providers may block emails that do not contain a Sender Name.

    And the Email Address fied is not setup on Notification 2. Kindly add an Email Address to this Email Alert in case you want to use this Email Alert if not you can use Notification 1 and delete this unsed Email Alert.

    Do let us know if the issue persits after updaing those values. Thank you.

  • Profile Image
    JotForm Support

    Answered by KadeJM on December 30, 2014 at 09:22 AM

    I'm unsure of if you or someone else was trying to respond to this thread but your reply has shown up as an empty response.

    Additionally, if it is a follow-up or unrelated then we ask that you please open a new thread.