Pending payments in Jotform submission but completed payment in PayPal

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    konos
    Asked on February 25, 2021 at 11:33 AM

    Suddenly in the last 3 or 4 days all my form submissions are going into Pending Payments. I receive an email notification of payment received from PayPal, and then I have to go into Pending Payments and complete the payment in order for it to go through. The payments are going into PayPal as they always have, but the forms are not coming through.

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    JohnRex
    Answered on February 25, 2021 at 06:38 PM

    You were right. I can see there were no Transaction Numbers in the PayPal field when checked in the submission Table, so it was completed manually.

    I tried cloning your form and but was not able to replicate the issue. As soon as I received this message after completing the payment:

    1614296254_603834bec080c_

    The submission was posted/completed in the submission Table.

    I have tried clearing your form caches to see if that helps. Can you make a test submission to the form? I would love to but the form is in live mode.

    Let us know how it goes.

  • Profile Image
    konos
    Answered on February 26, 2021 at 08:22 AM
    I'm not really able to test it, but we've since received some more
    submissions with payments that have gone into Pending Payments.
    ...
  • Profile Image
    Basil_A
    Answered on February 26, 2021 at 09:23 AM

    Hi,

    Can you please make sure that IPN is enabled within your PayPal settings?

    IPN is crucial for Jotform to mark your submissions as completed if there was really a payment made.

    You can find information on how to enable IPN in the link below:

    https://www.jotform.com/help/272-paypal-incomplete-payments-faq

    Please let us know if the issue still persists.

  • Profile Image
    konos
    Answered on February 26, 2021 at 12:33 PM
    Thank you! That seems to have fixed it. I have no idea how the IPN was
    disabled as I hadn't changed anything.
    ...