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    Submit Button no longer takes customers to payment page

    Asked by aholleron on September 24, 2015 at 12:06 PM

    Hello- We've been using for quite sometime and recently started having this problem.  I tried it myself, and it directed me to a payment page. However clients submissions are ending up in the unpaid and we are not sure if they are skipping it or not directed. I believe their not being directed, but, when I tried it, I did get to a payment option page. Can you help?

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    JotForm Support

    Answered by Charlie on September 24, 2015 at 02:42 PM


    I checked your website and tried making a submission using this link http://form.jotform.co/form/31527523235853. It redirected me to the payment gateway page without any problems


    It is highly possible that your users have accidentally closed the browser or changed their mind on proceeding on the transaction. Those submissions will directly be marked as "Incomplete Payments", you can learn more about it here: http://www.jotform.com/help/135-How-to-View-Incomplete-Payments 

    You can still get the information from the "Incomplete Payments" and directly contact the users if they have failed or did not continue on proceeding on the transaction, users should be able to know that they have completed the payment because they will also have a receipt of the transaction in their payment processor.

    You can also enable the "Pending Payment Email" to easily notify the users if a payment was not completed. You can check that option in the "Properties" setup of your payment integration.


    I hope that helps.

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    Answered by aholleron on November 01, 2015 at 05:14 PM

    Great and thanks!

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    JotForm Support

    Answered by Charlie on November 01, 2015 at 08:14 PM

    You are welcome.

    Just to add, if your users have completed the transaction in Paypal BUT they are ending up to your "Incomplete Payments", then in that case you will need to enable IPN in your Paypal account, here's a guide that can help: http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal.

    Should you need any assistance again, please feel free to contact us here in the forum.