New Submissions Not Being Recorded

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    Asked on March 12, 2016 at 11:14 PM


    We have a form: That we set up some time ago. on the 11th we added a paypal amount required for donation for our event that we are having vendors submit. The form takes everything and then pops them into paypal to make their donation and then allows them to return to the thank you page. We do get payment but no email about who submitted it and there is nothing in the record. 


    Before we made the changes on the 11th we were getting submissions but no payments. We really need this to be working right so hopefully you can assist us. Thank you for your time and assistance. 


    Best wishes,


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    Answered on March 13, 2016 at 12:26 AM

    I checked your form and I noticed that there are incomplete payments. 

    This guide will help you to complete these payments: 

    I would suggest you to enable the Incomplete Payment Notification in order to receive an email notification each time that there are incomplete payments: 

    Also, enable the Instant Payment Notification on your PayPal account, so you will receive an email each time that you receive a payment:

    It could not be possible that you receive the payments without a submissions, the submission that you do not receive should be on incomplete payments, if possible, please make some tests and if you are able to replicate the issue provide us with the payment details and other info that could help us to find and fix this issue. 

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    Answered on March 13, 2016 at 12:46 AM
    Thank you for the quick reply. We have looked into the incomplete payments
    and were able to process them manually, which actually works for this form.
  • Profile Image
    Answered on March 13, 2016 at 01:21 AM

    Just to add, if you receive a payment from the user BUT his/her submission was marked as "Incomplete Payments", then the most probable reason for that is the IPN in your Paypal account was not enabled or there was a problem with the system integration of Paypal and JotForm.

    The normal flow would be like this:

    1. User submits form

    2. Redirected to Paypal payment gateway

    3. If user successfully completes transaction, a message from Paypal will be sent to JotForm telling us that the payment is completed so the submission should be marked as "Complete".



    However, it is quite unlikely that the submission will display as completed in your submissions page if the user did not complete the transaction. Unless the transaction being made is equal to "0" OR you have manually completed them in your "Incomplete Payments" list. I noticed some of your submissions have blank "Total Amount Due", it is either have left it blank or their browser overwrites their total amount based from a previous session, this might happen when the "Auto Fill" feature is enabled.



    I hope those information helps.