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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    Why Don't I Receive An Email When a Form is Submitted and I Pay For Premium Service?

    Asked by tysumagency on August 02, 2011 at 08:17 PM
    Page URL:
    www.tysumagency.com

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    JotForm Support

    Answered by liyam on August 02, 2011 at 09:10 PM

    Hello tysumagency,

    We apologize for your inconvenience.

    One reason why you're not receiving emails from submissions is that the form user did not complete the payment.  Once this happens, the submissions will be tagged as pending and it will be in the pending submissions list.

    You can view this at the submissions page

    If this is not the case, can you please tell us more details about the problem you're experiencing? 

    We'll wait for your response.

    Thanks,

    Liyam

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    Answered by tysumagency on August 02, 2011 at 09:15 PM

    Yes, the user(s) did complete payment.  I receive notification from paypal everytime and that's the ONLY way i know when somone filled out the form.

    I ALWAYS have to manually complete the Pending Submissions - EVEN WHEN THEY PAY!

    Ramona

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    JotForm Support

    Answered by liyam on August 02, 2011 at 09:24 PM

    Hello Ramona,

    I see now what you mean.  I will submit a ticket to our development team and have them take a look at this.

    We apologize for your inconvenience.

    Sincerely,

    Liyam

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    JotForm Founder

    Answered by aytekin on August 10, 2011 at 09:37 AM

    Can you describe what you see on these pages on your PayPal Account -> Profile?

    1. Website Payment Preferences

    2. Instant Payment Notifications

     

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    Answered by tysumagency on August 10, 2011 at 09:49 AM

    I receive notifications from paypal without a problem.

    I DO NOT receive notifications from Jotform.

    I'm thinking that maybe I should just do the form over because I used to get notifications from both Jotform and paypal whenever a payment was completed.  It was only when i upgraded to premium that Jotform Notifications stopped, but Paypal continued, thus leaving me to go to Pending to Self-Complete Submissions that I know the payment went through for.

    I'll just do the form over and see what happens

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    JotForm Founder

    Answered by aytekin on August 10, 2011 at 09:52 AM

    Can you PLEASE describe what you see on these pages on your PayPal Account -> Profile?

    1. Website Payment Preferences

    2. Instant Payment Notifications

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    Answered by tysumagency on August 10, 2011 at 05:39 PM

    ok, i found the following:

    Website Payment Preferences:

    Auto-Return - Off

    Payment Data Transfer - Off

    Block Encrypted Website Payment - Off

    Paypal Account Optional - Off

    Contact Telephone Number - Off

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    Answered by serkan on August 19, 2011 at 04:34 AM

    Hi,

    When I check your payments on our database, I see that some of the payments have been completed and some did not so I suspect this is an issue with PayPal. We may prevent it by forcing paypal to send notifications to JotForm.

    - Log-in to your merchant account
    - Click Profile
    - On the right side, click "Instant Payment Notification Preferences"
    - You'll see a page explaining IPN features, click "Choose IPN Settings" button at the bottom.
    - Put following URL in the "Notification URL" box: http://www.jotform.com/ipns/paypal.php
    - Select "Receive IPN messages (Enabled)"
    - Click Save.

    This should resolve your issue.

    Let me know if it still continues. In the mean time we will investigate this issue further.

    Thanks.