What is JotForm?
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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    How to be notified if someone does not complete the paypal payment?

    Asked by mitamjohnson on June 10, 2015 at 11:39 AM


    When a client fills out a form, and their payment attempt fails at PayPal - HOW ARE WE NOTIFIED of this issue?  This is critical in that the application fees have to be received.    Mita M Johnson




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    JotForm Founder

    Answered by aytekin on June 10, 2015 at 12:11 PM

    If someone completes the form but the payment is not completed, you will never receive the notification email about it. You will only receive the Pending payment email.

    If you only received the pending payment email, that means the payment was not completed by the user.

    Never assume a payment is complete if you only received the pending email. Only assume the payment is complete if you receive the notification email which is never sent if the payment was unsuccessful.

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    Answered by mitamjohnson on June 10, 2015 at 12:54 PM

    We had two that were incomplete submissions due to payment failure and never received pending payment notices.  What does a "pending payment" look like?

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    JotForm Support

    Answered by david on June 10, 2015 at 01:57 PM

    Incomplete payments show up in your account while viewing your submissions:


    Clicking on the incomplete payments will show when the form was submitted and will allow you to complete the submission.  This will NOT complete the payment.  Since the payment was not properly processed, there is no way to manually complete the payment.

    If you have any further questions, let us know and we will be happy to help.