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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    JotForm's IPN server is missing some PayPal notifications, resulting in paid submissions remaining as incomplete

    Asked by phspirateboosters on March 05, 2016 at 08:22 AM
    i am having problems with this form. sometimess the form for payment shows up ans sometimes not. please help as some orders are going through without paymenr.
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    JotForm Support

    Answered by Mike_G on March 05, 2016 at 08:27 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.

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    Answered by phspirateboosters on March 05, 2016 at 10:12 AM

    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?

     

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    Answered by phspirateboosters on March 05, 2016 at 10:35 AM

    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: service@paypal.com [mailto:service@paypal.com
    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:

    http://www.jotform.net/ipns/paypal.php

    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.


    Thanks,
    PayPal 

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    JotForm Support

    Answered by Boris on March 05, 2016 at 08:29 PM

    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.

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    Answered by phspirateboosters on March 06, 2016 at 09:44 AM

    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.

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    Answered by phspirateboosters on March 06, 2016 at 10:12 AM

    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.

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    JotForm Support

    Answered by Mike_G on March 06, 2016 at 11:56 AM

    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.

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    Answered by phspirateboosters on March 06, 2016 at 12:40 PM

    Thank you. I hope that is soon.

     

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    Answered by phspirateboosters on March 06, 2016 at 07:38 PM

    Can you update us on the status?

     

     

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    JotForm Support

    Answered by mert on March 07, 2016 at 04:17 AM

    Hi there,

    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.

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    JotForm Support

    Answered by NeilVicente on March 07, 2016 at 11:21 PM

    Hi Kevin,

    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.