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.

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    How to process an incomplete payment.

    Asked by jenwilliamsintl on January 21, 2016 at 12:11 AM

    There are 10 incomplete payments for the Registration form.  Now that I have upgraded from the FREE plan to the $19/mo plan, will the incomplete registrations go through or do these particular persons need to try again?

    Also, why are the paid registrants encrypted now when they weren't just yesterday?


    Lastly, I have a "key" but can't figure out how to use it.

  • Profile Image
    JotForm Support

    Answered by BDAVID on January 21, 2016 at 10:13 AM

    An incomplete payment means that the user did not want to complete the payment a the end, so there is no payment information to bill the user. Please read these important guides:



    On regards of encrypted forms, you need to upload the key for you to be able to see the encrypted information, please read carefully this guide: https://www.jotform.com/help/344-What-are-Encrypted-Forms-and-how-to-use-them-as-expert

    Let us know if you have more questions, we will be glad to assist you.