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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

    Submissions are showing "Incomplete Payment" even the transaction or Paypal payment was successful.

    Asked by gruposte on October 12, 2015 at 10:34 AM

    My form have a paypal module but when I do the payment correctly, in the jotform submissions do not appears, only in the pending payments but the payment in paypal is done...


    This is the form: http://www.jotformpro.com/form/52655465988979 


    Sorry for my little english,


    Thank you!



    Page URL:

  • Profile Image
    JotForm Support

    Answered by Charlie on October 12, 2015 at 12:54 PM


    I see there are some other JS libraries that are loaded in your website, there's a possibility that there's a code conflict happening between your website's resources and of the form's. 

    Please do try using the iFrame embed code instead. Here's the iFrame embed code for your form:












        <script type="text/javascript">

          window.handleIFrameMessage = function(e) {

            var args = e.data.split(":");

            var iframe = document.getElementById("JotFormIFrame");

            if (!iframe)


            switch (args[0]) {

              case "scrollIntoView":



              case "setHeight":

                iframe.style.height = args[1] + "px";


              case "collapseErrorPage":

                if (iframe.clientHeight > window.innerHeight) {

                  iframe.style.height = window.innerHeight + "px";



              case "reloadPage":




            var isJotForm = (e.origin.indexOf("jotform") > -1) ? true : false;

            if(isJotForm && "contentWindow" in iframe && "postMessage" in iframe.contentWindow) {

              var urls = {"docurl":encodeURIComponent(document.URL),"referrer":encodeURIComponent(document.referrer)};

              iframe.contentWindow.postMessage(JSON.stringify({"type":"urls","value":urls}), "*");



          if (window.addEventListener) {

            window.addEventListener("message", handleIFrameMessage, false);

          } else if (window.attachEvent) {

            window.attachEvent("onmessage", handleIFrameMessage);


          if(window.location.href && window.location.href.indexOf("?") > -1) {

            var ifr = document.getElementById("JotFormIFrame");

            var get = window.location.href.substr(window.location.href.indexOf("?") + 1);

            if(ifr && get.length > 0) {

              var src = ifr.src;

              src = src.indexOf("?") > -1 ? src + "&" + get : src  + "?" + get;

              ifr.src = src;





    Please do try if the problem persists even after re-embedding using the iFrame embed code.

    You can also learn more about the Incomplete Payments here: http://www.jotform.com/help/135-How-to-View-Incomplete-Payments. If he users were able to complete the payment, you can marked them in the "Incomplete Payments" as "Complete Submission"

    I hope that helps.

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    JotForm Support

    Answered by Charlie on October 12, 2015 at 01:27 PM


    I have just spoken to one of our developers. It seems like my initial assessment was incorrect.

    The problem you are having seems to be related to your Paypal account lacking the IPN URL, which is this one https://www.jotform.com/ipns/paypal.php. Please follow this guide on how to enable the IPN in your Paypal: http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal.

    When the form is completed, a post message from Paypal should be sent to our end so that our system can identify that your submission has completed payment.

    Do let us know if this works.