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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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    PayPal integration email not working when PayPal but a transaction into reveiw

    Asked by glandoreghyc on February 10, 2015 at 05:56 PM

    Recently we have accepted nearly 100 transactions via the Form and accepted by PayPal no problems, but recently 2 transactions were Held by PayPal for review. so the emails sent by JotForm were not activated, Now the PayPal hold has been successfully released and still we have not received any notification from JotForm. 

    There is No record of the Transaction on JotForm.... 


    This is a major issue.

    Needs urgent attention.




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    JotForm Support

    Answered by jonathan on February 10, 2015 at 07:15 PM

    Hi John,

    You meant there was no Email notification from the 2 completed payment transactions?

    Can you you tell us which of this 2 submission payments did not send the successful Email notice.

    You can check the submission in your form View Submissions page.

    Provide us the details of this 2 submission and we will check for it and trace if there was an email sent.




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    Answered by glandoreghyc on February 10, 2015 at 07:21 PM

    Correct no emails, the last transaction is particularly of interest as there is no record of it when i view submissions,


    All i have is a PayPal transaction number which is 78P49766GS545632A






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    Answered by glandoreghyc on February 10, 2015 at 07:25 PM

    Further to my last email, when i check the PayPal account and the details of this one transaction there is a Custom reference which is




    Does this help?



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    JotForm Support

    Answered by EltonCris on February 11, 2015 at 01:59 AM


    This Paypal FAQ will give you ideas on how to complete paid submissions.


    Basically what you need to do is to select the transaction and resend it so Jotform will reprocess the pending submission ans mark it as completed.

    This is found on your IPN History page.

    Otherwise if the status is mark as "Sent" already, you can manually complete the pending submissions in your form submissions page. https://www.jotform.com/help/135-How-to-View-Pending-Submissions?

    If you have further questions, feel free to let us know.

    Thank you!


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    Answered by glandoreghyc on February 11, 2015 at 02:34 AM

    I have checked the IPN history and it clearly states that the message was sent and give the date and time.

    I have checked the Incomplete Submissions and there are none.

    This is probably due to the fact that the users of this web site are not that regular users of PayPal and we seem to get a lot of incomplete submissions as the users are not comfortable with the system.

    So every now and then i delete them as the whole page gets cluttered up with lots of incomplete submissions.

    IS there any way JotForm can organise for the Notification and responder message to be resent on this occasion please?





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    JotForm Support

    Answered by EltonCris on February 11, 2015 at 04:48 AM

    Hi John,

    Thanks for your reply.

    Take note that incomplete submissions are not sometimes due to the abandoned payments. It is sometimes due to the fact that Paypal may hold the payments making the submissions incomplete on the Jotform side. However, like I've said the incomplete submissions will be reprocessed once the payment has been sent or settled on the Paypal's end. Since the incomplete submission specifically the one you have provided in the custom reference " Submissions ID: 299324067856406165" is no longer on your form's incomplete payments page, I'm afraid it can't be recovered nor completed. I would suggest to contact the user instead using the information you received from Paypal.

    Furthermore, I would suggest to leave the incomplete submissions there or at least wait for several days specially if you have hold payments on your Paypal account that are associated to the form before deleting them.

    Thank you.

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    Answered by glandoreghyc on February 11, 2015 at 04:53 AM