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.

  • Profile Image

    I received the PayPal payment but not the form submissions.

    Asked by sneils on September 02, 2014 at 09:27 PM

    Hello Jotform Support,

    This issue is regarding my: Lake Travis Relay form.  I am perplexed as I have used the PayPal mechanism through JotForm for this form.  I have received PayPal payment for 5 entries but have only received the form submissions for the first 3.  

    Is it possible that payment gets processed even though someone does not hit the "submit" button???  Would you please check into this asap as this info is pertinent to their fees.

    Thank you.


    Page URL:

  • Profile Image
    JotForm Support

    Answered by ashwin_d on September 03, 2014 at 12:18 AM

    Hello Sandy,

    No it is not possible that the payment gets processed even if the submit button is not clicked. Users will be redirected to PayPal checkout page only when the submit button is clicked.

    I did check your form's submission record and found that you only have received 3 submissions. Upon taking a closer look, it seems you also have received 3 "Incomplete payments" submissions.  Please check the screenshot below:

    Please be noted that if someone submits your form but do not settle the payment once redirected to PayPal page, the transaction is logged as Incomplete Payments. In your case it seems that you have received the PayPal payment but the submission still ended up in incomplete payments section.

    To solve this problem, please ensure that the IPN is enabled in your PayPal account. The following guide should help you:  https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal 

    You may also like to take a look at the following guide as well:  https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!