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    Why aren't some payments going through

    Asked by sharkyandgeorge on March 08, 2016 at 11:08 AM

    Hi there, 

    I recently set up a new submission form including the payment option. We have had 9 submissions so far but for some reason 3 of the payments didn't go through. I then put through one of those payments elsewhere because of this. But since doing that we have received an email saying that the payment has in fact gone through? Could you please explain to me why this is happening? 

    Sorry it's a little worrying from our end as we are over charing our clients because of this. 


    Many thanks,



    (Sharky and George) 

    Page URL:

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    JotForm Support

    Answered by EltonCris on March 08, 2016 at 01:18 PM

    Hello Natalia,

    Did you receive the payments on your WorldPay account? If not then the user might have abandoned the payment page which will result into a pending submission or the user does not pick anything from your product field. Note that your product field is not required so it is safe to assume that they have not selected anything because they can bypass the field.

    So far, if I select a product and submit it, I am redirected to the payment page so I believe it is working fine.

    Kindly check and review.