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.

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    Incomplete payments

    Asked by tombrazelton on April 07, 2014 at 10:25 AM


    I have two forms running through your site that accept payments. Between the two of them, I have 6 incomplete payments. I need to know if there is anything I can do from my end to complete these transactions?

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    JotForm Support

    Answered by ashwin_d on April 07, 2014 at 11:17 AM

    Hello tombrazelton,

    Payments are marked as incomplete when the users are redirected to payment page but for some reason they do not settle the payment.

    You can complete the submission but please be noted that it will not process the payments and it will only be treated as a valid submission. It will not have any payment information. The following guide should help you:  http://www.jotform.com/help/135-How-to-View-Incomplete-Payments

    Do you mean to say that you have received these payments but they are still logged as incomplete payment? 

    Thank you!

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    Answered by tombrazelton on April 07, 2014 at 11:26 AM

    We've not received the payments at all. That's why I was concerned about completing the submission.

    What is our recourse in terms of following up with these individuals to make them aware of the payment problem? Do they need to resubmit? Do they need to look at their PayPal account? Would they have received an e-mail?

    How do we advise them? 

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    JotForm Support

    Answered by EltonCris on April 07, 2014 at 11:55 AM


    If you haven't received payments from Paypal then that is indeed an incomplete payments. Most probably the users closed or leave the page after redirected to the payment page. You can contact them manually if they have provided their email info and ask to recheck or resubmit the form if they want to continue with the payment.

    There is nothing to check on their Paypal account unless you received a successful payment from them.