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.

  • Profile Image

    Registrations are not coming through though the payments are received

    Asked by arizhimani on June 24, 2015 at 12:15 PM

    We are a tutoring company and we use JotForm to allow students to register in our classes. The last few registrations have been a bit weird.

    Normally, when a student registers, they must complete payment (we use the paypal express widget). Once payment is completed, we receive an email and the student receives an email saying "Thanks for registering...". 

    In the last few registrations, the payment came through, but the student's registration was placed in the Incomplete Submissions. No emails are sent. This problem is not limited to a single form; it's happening in multiple forms. 

    We rely on the forms to be able to create rosters for our classes. 

    Any help would be appreciated. 

  • Profile Image
    JotForm Support

    Answered by Kiran on June 24, 2015 at 02:09 PM

    I've cloned one of your JotForms to my account and integrated with PayPal sandbox account to see if there is any issue with the payment integration. I'm able to submit the form normally and have received the payment and confirmation email without any issue using the cloned form. 

    Generally, each submission received to a payment form is considered as Incomplete payment submission initially. When JotForm receives a confirmation from PayPal using IPN message then the submission is marked as complete and then notifiers and autoresponders are triggered. If the payment is failed by any issue, the submission remains incomplete. The payment completed submission can be identified by the payer Info displayed in the submission.

    Please refer to the following webpage with the FAQs of PayPal Incomplete Payments.


    If you continue to see the issue, please try reintegrating PayPal and see if that helps. Please get back to us if you need any further assistance. We will be happy to help.

  • Profile Image

    Answered by arizhimani on June 24, 2015 at 03:59 PM

    Thanks, Kiran! That did the trick. I appreciate all your help. You guys are awesome!

  • Profile Image
    JotForm Support

    Answered by Kiran on June 24, 2015 at 04:32 PM

    Great!! Glad to see that the issue is resolved for you now. It's our pleasure to assist you. Please do get in touch with us if you need any further assistance. We will be happy to help.

    Thank you for using JotForm!!