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    Pending payment email not sending email anymore after almost an hour

    Asked by adaptivesportsandrec on September 20, 2014 at 10:00 PM

    Hi,

    I followed the instructions above to receive pending payment email alerts and the feature was working for a week or so but now I am no longer receiving pending payment emails.  I tested this function on my form by submitting it as a test user and just closing the paypal redirect screen when it appeared.  When the feature was working I would receive the pending payment email within 1 hour or so, but now I only receive the emails when the submission is completed (either the user goes back to pay or I complete it through the submissions portal).  

    Can you please give me advice on why it's not working anymore and what I can do to correct the issue?

    Thanks!

    Sarah

    pending email pending payment payment email
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    JotForm Support

    Answered by jonathan on September 21, 2014 at 01:52 AM

    Hi Sarah,

    Can you please try adding first a default Notification Email in your jotform http://www.jotform.us/form/42466674647164 that is not base on condition email.

    By adding a default notification email, will allow you to received the notification as soon as the jotform is submitted.

    Follow this user guide https://www.jotform.com/help/25-Setting-Up-Email-Notifications

     

     

    I can see in your jotform that all Notifier were base on conditions/rules

     

    It will be easier to figure out the cause of problem if we can use a default email notifier and check if pending payment emails are indeed not being sent anymore.

    Please try adding a default notification first and we will investigate it further.

    Thanks.

     

     

     

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    Answered by adaptivesportsandrec on September 21, 2014 at 11:03 PM

    Hi!

    I've created a "test default notifier" email as you recommended.  Please let me know what else I can do.

    Thanks,

    Sarah

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    JotForm Support

    Answered by EltonCris on September 22, 2014 at 03:22 AM

    Hi Sarah,

    I have tested your form and abandoned the payment. Please update if you are still not receiving pending emails after 30 minutes. I am also doing tests on my end, as soon as I received the pending emails or as soon as the it passes over 30 minutes without any emails, I will get back to you here.

    Thank you so much for your cooperation and apologies for any troubles caused.

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    JotForm Support

    Answered by EltonCris on September 22, 2014 at 05:34 AM

    Hi Sarah,

    Sorry for the delay. Pending email is indeed not firing up. I have now raised this to our developers for further investigation. We will inform you here once this is fixed.

    Thank you so much for your patience.

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    Answered by adaptivesportsandrec on September 22, 2014 at 07:28 PM

    Hi,

    Since this current form is live I went into another form (San Diego Sled Hockey Interest Form on another account) to test whether conditional PayPal fields may be causing the error.  I added a PayPal payment option, enabled notifier and autoresponder emails, and did 3 tests:  abandoned payment with PayPal not conditional, payment not required with PayPal conditional field hidden, and abandoned payment with PayPal conditional field shown.  I only received a notifier email for the second test (payment not required so PayPal conditional field was hidden).  I did not receive a pending payment email for the first or third test, suggesting the PayPal conditional aspect is not causing the error.  

    Trying to work it out on my end as well.  Thanks for the help and let me know if your developers figure it out.  It takes a semi-newbie to break your programming; I know enough to be dangerous.  

    Thanks,

    Sarah

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    JotForm Support

    Answered by Welvin on September 22, 2014 at 08:53 PM

    Hi Sarah,

    Thank you for doing your own tests. That's greatly appreciated. You will be notified via this thread when updates are available.

    Regards

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    JotForm Support

    Answered by NeilVicente on October 01, 2014 at 07:56 PM

    Hello Sarah

    Sorry for the long wait, but I'd like to let you know that this bug is now fixed.

    Best regards

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    Answered by meiyinhung on January 31, 2015 at 05:15 PM

    Hi,  I am experiencing the same issue.  Not getting notifier for pending payment  Please help. Thank you.

     

    Mei Yin 

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    JotForm Support

    Answered by jonathan on January 31, 2015 at 06:22 PM

    @ meiyinhung

    We will resolve your issue here http://www.jotform.com/answers/507375