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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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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.

  • Profile Image

    Received submission without payment - how it that possible?

    Asked by eiermann on March 08, 2015 at 12:27 AM

    Hi there,

    I have a form to book rafting in Bali through our website. Yesterday we received a booking but the guest wasn’t required to pay through PayPal. How is that possible? Normally I only receive the booking when the person paid. How is that possible? 

    Need to solve this asap.


    Best Regards,



    Page URL:

  • Profile Image

    Answered by Sean on March 08, 2015 at 10:33 AM

    I can not say why that happened maybe it was a temporary error on the form but I did a test submission and I was not able to replicate the issue. Can you say which browser he/she was using when this happened?

    Are you sure that they weren't any network restrictions that could have blocked this user from being directed to the PayPal checkout page? Please advise.


  • Profile Image

    Answered by eiermann on March 08, 2015 at 10:36 AM

    Hi Sean! I also couldn't replicate the error. That's why I was even more surprised how the submission ended up in our inbox without payment. If the user would have been prevented from accessing PayPal the submission should still not be in our inbox. Only paid submissions should trigger the notification email. 

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    Answered by Sean on March 08, 2015 at 11:52 AM

    That is correct. Whenever a transaction is submitted, if the payment was completed or not it would be listed in the Incomplete Payment section of View Submissions until a there is a confirmation sent via PayPal IPN.

    Once the payment is completed, you would be notified of this. Are you seeing this submission in the Incomplete Payment section or in the data grid in View Submissions?

    Please let us know.

  • Profile Image

    Answered by Christian Eiermann on March 08, 2015 at 12:01 PM

    Hi Sean. That's the point. The submission should be in the incomplete payment section because no transaction was made. But instead it went through without the need to pay for the service. 

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    Answered by Sean on March 08, 2015 at 02:06 PM

    I believe I figured it out. A check box was used for the product options.

    If the user un-checks the product option you have provided leaving the total at $0.00, they would not be directed to PayPal screen after submission but a thank you page. To prevent this from happening, I would recommend that you use a radio button to present the product options instead of a check box

    or you can make this field required.

    This should fix the issue. 

  • Profile Image

    Answered by eiermann on March 25, 2015 at 06:01 AM

    Thanks, fixed it.

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    JotForm Support

    Answered by Jan on March 25, 2015 at 10:13 AM

    We're glad to hear that your issue is now fixed. On behalf of Sean, you're welcome.

    Let us know if you need any help. Thank you.