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    Why last few submissions are held as incomplete payments?

    Asked by sheilahg on January 27, 2015 at 07:12 PM

    My client submitted their contract 2 days ago and went through Paypal to pay their deposit. I am usually notified right  away when this happens. However, the last couple of submissions have been held as pending payment. I didn't even think my client had completed the form yet so I contacted her as a reminder today and she said she completed it 2 days ago. Sure enough, I opened my account and it was sitting there pending. Please tell me why this is happening now? Do I have to manally complete each submission now? This happened with another recent submission as well. Thank you.

    Submissions pending and my account
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    JotForm Support

    Answered by ashwin_d on January 27, 2015 at 10:52 PM

    Hello sheilahg,

    My first question would be: Did you receive the PayPal payment for this transaction which ended up in incomplete payments?

    If you have not received the payment in your PayPal account that means your client submitted the form but when she was redirected to PayPal checkout page, she did not settle the payment.

    Please ask your client to submit the form and settle the payment as well. Please be noted that manually marking the submission as complete will not process the payment. It will just move the submission to your form's submission page/grid. 

    If you have received the payment in your PayPal account, that mean the IPN is disabled. I would suggest you to check your PayPal account and ensure that the IPN is enabled. The following guide should help you:

    http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal 

    Please be noted that you can also received notification emails for incomplete payments as well. The following guide should help you on how to enable it:  http://www.jotform.com/help/273-How-to-setup-Incomplete-Payment-Notification-E-mail 

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!