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

    Why did I not receive notification of a users paypal payment if the payment went through?

    Asked by btownley on September 02, 2015 at 03:04 PM

    I received payment information through paypal as if my form was submitted, but I never received the completed form registration via email like usual. This is really important. 

     

    I need this persons information but it only took their payment but never sent me the rest of the registration

    Page URL:
    http://wishes4warriors.com/2015-battle-born-banquet-fundraiser.html

    paypal submission paypal ipn incomplete payment
  • Profile Image
    JotForm Support

    Answered by KadeJM on September 02, 2015 at 06:17 PM

    Do you mean you didn't receive any notification of your payment after the form was paid for and submitted through paypal?

    Is this http://www.jotformpro.com/form/51711775936968 the form which you have this problem on?

    I've checked it from our end where I found your PayPal IPN is not configured. In order to receive notifications of payments between your form and paypal properly you must first set up your PayPal IPN since your jotform relies on this to function and send your notifications properly.

    Additionally, I also wanted to take a moment and point out that you have 15 Incomplete Payments either due to testing possibly on your end or users visiting your page and not finishing it.

    Please see https://www.jotform.com/help/135-How-to-View-Incomplete-Payments 

  • Profile Image

    Answered by btownley on September 04, 2015 at 03:45 PM
    No that is not the problem. The problem is i never received my form
    submission via email from a Stephen Adams. I show that he paid, but his
    submission never came through
    ...
  • Profile Image
    JotForm Support

    (Private)

    Answered by Mike on September 04, 2015 at 04:32 PM

    We have found Stephen's submission in "Incomplete Payments" folder. It means that our system has not received a message from PayPal that mentioned transaction is completed on their side. This usually happens when PayPal Instant Payment Notifications (IPN) option is disabled on your PayPal account as mentioned by Kade.

    If you received the payment, please manually complete that entry. Please also take a look at the following article to have more information on this topic.

    Paypal Incomplete Payments FAQ

    To prevent such issues from happening in the future, please make sure that PayPal IPN is enabled on your PayPal account.

    How to Enable IPN for Paypal

    Please let us know if you need any further assistance.

  • Profile Image

    Answered by btownley on September 04, 2015 at 04:45 PM
    Ok perfect. It won't charge him again will it?
    ...
  • Profile Image
    JotForm Support

    Answered by Mike on September 04, 2015 at 04:55 PM

    No charges involved when the entry is manually completed, so this option is safe to use. Thank you.