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    Pending Payment email notification is not sent no matter the setup in PayPal integration

    Asked by bdoodle on August 14, 2015 at 10:58 AM


    I set up my PayPal order form to do Notifier email when a pending payment was generated.  However, during a test this morning, I didn't complete the PayPal payment but just hit the back button once at PayPal.  I was returned to my main order form (not the embedded PayPal order form) and did not receive any email.  I do see the pending submission. 

    Did I do something wrong?

    PayPal order form:


    URL where I was returned when back button was hit:


    Thanks for your help.


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    Answered by Ben on August 14, 2015 at 01:08 PM

    I took a look at your form you have mentioned above and I can see that it is set to send notification (notifier) emails even if the payment is not made.

    I did check the email log and I do not see any failed emails being reported, but instead, all seem to have been properly sent to your email, but as I am familiar with comcast causing some emails to be deleted if they believe it is spam, I do presume that this is what is going on.

    What I would suggest is to do one of the following:

    1. Check out this guide on ComCast to see more about spam and how you can adjust it: Setting Up Spam Filters and Blocking Emails

    2. to change the email to some non-comcast email, as that should work as well.

    Do let us know how it goes.

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    Answered by bdoodle on August 14, 2015 at 02:51 PM


      I checked my spam folder in my comcast email account, but did not find the email. Then I changed the notification recipient email address on my form to my husband's msn outlook account and retested.  While the pending message has shown up, no notification has appeared in my husband's msn account.

    Please note that I aborted the PayPal transaction either by hitting the browser back button or by closing the browser tab when the PayPal transaction was on the screen, uncompleted.  No PayPal error was generated.

    I will now change the seller PayPal acct to an invalid value (something other than an email address) and retest. This should result in an explicit PayPal error. Perhaps this will result in a pending message notification email.

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    Answered by bdoodle on August 14, 2015 at 03:10 PM

    It's been several minutes since the test described above and no email has shown up.  

    No matter how my PayPal payment fails, I do NOT get any notification.

    Please help.


    P.S. I have fixed the seller PayPal acct value since I did the test. It was 1234Error.

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    Answered by Ben on August 14, 2015 at 05:41 PM

    Thank you for the tests and additional details.

    I have just made my own tests and you are right, it seems that they are not being sent properly.

    For this reason I will raise this to our developers and as soon as this is resolved, we will get back to you through this thread.

    For now, unfortunately, the only way to check this is to check Incomplete Payments in the Submissions Panel directly.

    Just to mention, I have tried changing the setup to send both email notifier and autoresponder, but it did not work neither.

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    Answered by bdoodle on August 15, 2015 at 01:56 AM

    Thank you.  I cannot go "live" with my PayPal forms until this is fixed. 

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    Answered by bdoodle on August 15, 2015 at 11:06 AM

    It looks like all the test pending notifiers came across at 3 a.m. this morning.  Was that something the developers did, or ?  

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    JotForm Support

    Answered by Welvin on August 15, 2015 at 04:43 PM

    That's great to know, but we don't have an update about this yet from our developers. But maybe they are already checking and making progress. I'm sure the assigned developer will update us here once the issue is resolved.

    Thank you for updating us.

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    JotForm Support

    Answered by NeilVicente on August 17, 2015 at 11:33 AM


    We have just released a fix for this problem, but please be informed that email delivery can take anywhere from 30 to 59 minutes. The reason for this delay is to provide a time window for PayPal's payment notification to arrive on our servers.

    Hope you find this solution helpful. 


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    Answered by bdoodle on August 17, 2015 at 01:20 PM

    Thank you very much.   The fix sounds just great!  I appreciate your work!

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    Answered by Ben on August 17, 2015 at 02:25 PM

    In my colleague's name, you are welcome.

    Do let us know how it goes and if there are any further issues with this or any other questions that we might be of assistance with and we would be happy to help :)