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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.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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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    Incomplete Payments When Testing

    Asked by Alexpte on November 07, 2011 at 04:22 PM

    I'm setting up a Paypal payment form but having trouble with incomplete payments. I'm using a family members Paypal account to complete the payments (I'm getting payment notifications and the user is getting a Paypal receipt) but they are still being marked as incomplete payments.

    Any idea why this might be happening?

    Thanks

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    JotForm Support

    Answered by Mike_T on November 07, 2011 at 07:27 PM

    Thank you for contacting us.

    Could you please confirm that the payments were done immediately after redirecting to PayPal site?

    We are looking forward to hearing from you.

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    Answered by Alexpte on November 08, 2011 at 04:01 AM

    Hi Mike,

    Yes the payments were all completed immediately after the form was submitted. After payment was completed I was redirected back to the thank you page that I had set.

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    Answered by allanftd on November 08, 2011 at 08:25 AM

    Hi Alexpte,

    I checked your Paypal - JotForm integration. Have you tried to setting the "Need payer address" to "YES"? Kindly try and see if it makes any difference in the results.

    We apolgoize for any inconvenience, please let us know if you need further assistance.

    Allan
    JOTFORM SUPPORT

     

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    Answered by Alexpte on November 08, 2011 at 09:19 AM

    Hi Allan,

    I change the "need payer address" setting to yes but it didn't make any difference. The payment still goes through but is marked in jotform is incomplete.

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    Answered by fxr on November 08, 2011 at 12:40 PM

    hi Alex,

    can you forward the paypal email receipt for the payment to jotformsupport (at) gmail (dot) com please?

    Mark the subject with this threads title, we will try to work out whats going on.

     

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    Answered by Alexpte on November 08, 2011 at 12:46 PM

    OK I just sent it, thanks for your help

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    Answered by fxr on November 08, 2011 at 06:48 PM

    Thanks for that.

    I couldn't quite tally up the email address up with one in your submissions, so did a test with my own paypal account just to be sure of the problem. 

    I see the same issue.

    I will submit a bug report to our developers, they should be able to get this cleared up for you.

     

     

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    Answered by Alexpte on November 09, 2011 at 08:02 AM

    OK, thanks for your help. Any ETA on when this might be fixed?

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    Answered by fxr on November 09, 2011 at 04:15 PM

    Without wanting to promise anything, it should hopefully be addressed before the weeks out. It obviously a significant issue and should be priortised. 

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    JotForm Founder

    Answered by aytekin on November 10, 2011 at 02:19 AM

    Can you post screenshots of these pages on your PayPal account?

    Profile -> Instant Payment Notifications

    Profile -> Website Payment Preferences

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    JotForm Founder

    Answered by aytekin on November 10, 2011 at 10:50 AM

    Update on this thread. The user has this on the PayPal IPN (Instant Payment Notifications) settings:

    IPN Message Delivery setting was disabled. Enabling it has resolved the issue.