Forms showing in the "Incomplete Payment" tab even though they have been paid

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    Dealio
    Asked on February 26, 2021 at 12:19 PM

    Hi,

    I have been having an issue that our customers are signing up for our subscription, going to Paypal, and completing the payment, but the form is still listed under "incomplete payments". It seems that Paypal and Jotform are not transferring the data to one another. What can I do to fix this issue?

    Even after payment, the customer receives the Jotform confirmation page, yet the submission still registers it as incomplete.

  • Profile Image
    VincentJay
    Answered on February 26, 2021 at 04:35 PM

    Please try using IPN by following this guide: https://www.jotform.com/help/272-paypal-incomplete-payments-faq

    Or, please try removing the PayPal payment field to your form and add it back and reconnect it. After that, please let us know if the issue still persists.

    Also, for testing purposes, please try the direct form link and see if the issue still persists. Try submitting a test submission to the website where the form is embedded too and see if the issue still persists. The issue might be happening only on the embedded form.