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

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    tysumagency
    Asked on August 02, 2011 at 08:17 PM
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    liyam
    Answered 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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    tysumagency
    Answered 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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    liyam
    Answered 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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    aytekin
    Answered 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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    tysumagency
    Answered 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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    aytekin
    Answered 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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    tysumagency
    Answered 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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    serkan
    Answered 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.