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JotForm's IPN server is missing some PayPal notifications, resulting in paid submissions remaining as incompleteAsked by phspirateboosters on March 05, 2016 at 08:22 AM
I have checked your form, https://form.jotform.com/41036637252955.
And I am seeing the payment field in it when it loaded.
Are you referring to a different form or a different issue If yes, please feel free to get back to us. Thank you.
It seems like sometimes it shows up and sometimes it doesn't. As a result, 5 transactions went through without payment. SO out of 17 orders, 12 came thru fine but 5 went thru without a payment.
Can we resolve this on the phone?
Hello again. Our treasurer received this email below, indicating some issues with jotforms servers?
Please look into this ASAP as people are trying to order the product now.
From: email@example.com [mailto:firstname.lastname@example.org]
Sent: Saturday, March 05, 2016 12:11 AM
To: Cara Singer
Subject: PayPal Instant Payment Notification Warning
Hello Cara Singer,
Please check your server that handles PayPal Instant Payment Notifications (IPN). IPNs sent to the following URL(s) are failing:
If you do not recognize this URL, you may be using a service provider that is using IPN on your behalf. Please contact your service provider with the above information. If this problem continues, IPNs may be disabled for your account.
Thank you for your prompt attention to this issue.
I'm afraid that we do not provide phone support, but we are happy to assist you with all issues through our support forum.
On regards to the IPN server issues, I'll forward it to our developers just in case, but it seems there may have simply been a temporary issue where PayPal couldn't reach our servers at the time.
PayPal should attempt to resend its failed IPNs (Instant Payment Notifications), or you can also try re-sending them manually through your PayPal account. Please take a look at our Paypal Incomplete Payments FAQ, and scroll down to the section on "Completing paid submissions" for instructions on how to resend the failed IPNs.
Our developers will also take a look into the issue with our IPN recipient server, and we will update you through this thread if we find any issues with our IPN server. Thank you for your understanding, and please accept our apologies for the inconvenience.
Can you tell me what your developers have found about the 5 times that the order went through without the payment?
Has the problem been fixed so we can put up the post again?
I have to say that it is frustrating to go back and forth like this. I wish we had a way of speaking to someone.
I would like you to note to your developers that the transaction was not marked incomplete despite no payment being made. It went through and we got notified that it did but there was no payment logged. I hope that you are understanding what I am saying. I am sitting by my computer hoping to resolve this issue in the next hour or so. I hope you can help me.
We would like to apologize for any inconvenience this is causing you and we would like to also apologize if we cannot provide any ETA to when this will be fixed. However, please be assured that this is being looked into and you will be notified via this thread for updates if there are any.
I have updated the report sent to our developers by my colleague, Boris.
Thank you for your patience.
Thank you. I hope that is soon.
Can you update us on the status?
Unfortunately, the ticket's status is still on process. However, when there is an update about this issue, you will be informed from this thread through email.
Thank you for your patience.
The problem was caused by a server security issue. We have since fixed the problem, so new submissions should complete as normal.
For older submissions, kindly try re-sending failed IPNs through your PayPal account so that the old pending ones will be completed successfully.
Hope this helps.