One of our forms has stopped recording submission and sending notification emails

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    Sam Willoughby
    Asked on February 05, 2012 at 12:31 PM


    Can you have a quick look at this form please because I don't think it's recording submissions or sending notifcation emails now.




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    Sam Willoughby
    Answered on February 05, 2012 at 12:37 PM

    Just noticed that the missing submissions are appearing on the incomplete payments list for the form.  But shouldn't they also appear on the submission list and the email alerts should go out?

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    Answered on February 05, 2012 at 03:55 PM

    Hello Sam,

    No, if the for whatever reason a form user doesnt complete payment at whatever payment gateway you are using, the form is technically completely submitted, so it wont appear in your submissions list and the email notification wont go out. 

    You will only get these if the user completes payment at the payment gateway. 

    Hope that helps. 

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    Answered on February 06, 2012 at 07:39 AM

    Thanks very much, I've just read the same on the Incomplete Payment List page.  To satisfy my curiosity can you tell me if this is a change to how it used to work please as I'm sure we used to test without having to make a payment?  Thanks again.

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    Answered on February 06, 2012 at 09:01 AM


    Pending/Incomplete submissions have always worked that way. Forms using all payment tools except Purchase Order will keep unpaid submissions in the Incomplete Payments folder. Also, you will not receive email notifications for it them.