Sometimes these Stripe payments don't go through. The form is then saved in

  • brfi
    Asked on July 28, 2023 at 10:17 PM

    Sometimes these Stripe payments don't go through. The form is then saved in "Pending Payment". The issue is, nobody is notified, so we have client's that sign up, their payment doesn't go through, and then they just leave. Nobody knows to follow up with them because there is no email sent and the form is not submitted. I know how to view the pending payments, but that doesn't help me if I don't know that there is a form waiting for me there.

    How can I automatically be notified if a payment fails and the form goes in hiding in the "pending payments" section?

  • Joseph JotForm Support
    Replied on July 29, 2023 at 8:24 AM

    Hi brfi, 

    Thanks for reaching out to Jotform support. I've noticed that you have submitted your request through a Guest account. I can't see your account and your forms, make some tests, or check your details. Can you send us the email address associated with the account or the URL of the form for which you're having an issue? It could be even better if you can make the support request accessing your account.

    Also, from what I understood from your request, it happened that you managed to see a pending payment but not the details of the form fillers because the form wasn't submitted. In this case, note that the payment is processed only when the form is correctly submitted, if not the payment doesn't;t go through correctly.

    After we hear back from you, we’ll have a better idea of what’s going on and how to help.