Why didn't some of my paid submissions show up?

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    Kim
    Asked on February 21, 2012 at 04:37 AM

    I created a form using JotForm for a conference, and I had about 10 people who completed the form and paid, but did not have thier information show up as a submission.  We received their payment confirmations from PayPal and were able to verify their enrollment, but it caused inconvenience for both planners and participants, as our attendance numbers were off.  Is this a common occurance?  Why might this have happened?  Does this happen frequently with JotForm?  I found this system very easy to use, but if I can not rely on the accuracy of submission reporting there is no way to contiue using the service.

    Thanks, Kim

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    mliz
    Answered on February 21, 2012 at 09:13 AM

    The account associated with the email address kab20@sfu.ca is a guest account and no forms were created under it.

    Do you have the url of the site where the form was added, so that we can do further check.

    We'll await for your response.


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    Kim
    Answered on February 21, 2012 at 12:14 PM

    The form is no longer on the web as the need for it has expired.  I have re-accociated our account with my e-mail address and our account user name is kab20. 

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    fxr
    Answered on February 22, 2012 at 05:24 AM

    Hello Kim, 

    When did this problem happen? It may be related to the suspension of our jotform.com domain last week. 

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    kab20
    Answered on February 23, 2012 at 10:03 PM

    We discovered the problem last Thursday when people showed up to our conference and we had not received their registration information, but did have a seperate e-mail record of their PayPal payments.  Our form was on-line from January 9-Feb. 16.  This was not an isolated incedent, it occured in aprox. 10 submissions from over the registration period.  They filled out the form, paid, received a PayPal confirmation, and we did not recieve their JotForm information.

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    fxr
    Answered on February 24, 2012 at 06:16 AM

    Was it the email alerts that didnt come, or has there submission not appeared on JotForm at all? 

    Please also have a look in 'incomplete payments' for them.