Incomplete PayPal Payments

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    vamhoss
    Asked on January 04, 2012 at 06:38 PM

    Hi, the last 2 submissions on my account resulted in successful payments (PayPal), however your form says they were incomplete and so I haven't received any notification from you either. However I did receive the PayPal confirmations from PayPal, and they are definitely successfully completed payments. Any idea why this happens, I haven't had this problem before. 

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    fxr
    Answered on January 04, 2012 at 06:52 PM

    Were these forms using the a URL a that begins with https://secure.jotform.com ? and were the submissions from tonight, between 3 & 4 hours ago?

    I ask this question because we had an issue with a server earlier tonight that affected https://secure.jotform.com for around an hour. 

     

    If that doesnt serve as an explanation, can you please provide the form URL/ID? and we can look more closely into the problem. 

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    vamhoss
    Answered on January 04, 2012 at 07:16 PM

    Actually, I have to correct myself. Both submissions were successful, but I haven't received any notifications!!! There was 1 submission on 2011-12-31 09:01:51, but I haven't received any notifications from you to my notification e-mail. This is the form: 13495222309

    And there was one submission today on form: 12650127959. Haven't received notification e-mail either. 2011-11-22 05:26:49

    My e-mail is set normally for both forms to receive notifications...

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    fxr
    Answered on January 05, 2012 at 03:19 AM

    I cant seem to find any evidence in our logs of emails being sent on the dates/times of those submissions to the email address those forms are currently set up to send their notifications to.

    Before I escalate this issue to our developers to look into or explain, can you please confirm that those forms are using the same email address to send its notifications to as it was when those submissions were added? 

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    vamhoss
    Answered on January 05, 2012 at 04:00 AM

    Yes I can confirm that those forms are using the same e-mail address, and I haven't changed this e-mail address on the forms since the submissions, or actually not at all.

     

    Thanks

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    eee
    Answered on January 06, 2012 at 09:13 AM

    Hi,

    According to our secure servers log, on date (2011-12-31 09:01:51), notification email is sent with 2 secs delay at 2011-12-31 09:01:53.

    We are sorry about the problematic notification at 2011-11-22 05:26:49. I will continue to investigate the issue,

    Kindest Regards,

    Ertuğrul.

    Log Details ;

    12-31-2011 09:01:53 Sent email to vamhoss@gmail.com - MessageID:00000134946d3aa8-ad651a79-3819-4c04-83c1-80685a96f8c7-000000/fda905e1-33b7-11e1-a1dc-b9a3d3170822