Registrations are not coming through though the payments are received

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    arizhimani
    Asked 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. 

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    Kiran
    Answered 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.

    http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    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.

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

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

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    Kiran
    Answered 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!!