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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    Form Submission Failure

    Asked by dignity14 on April 07, 2016 at 06:56 PM

    I have been getting PayPal payments but the forms related to them are not submitted to my email. Upon checking the system. I have had to trace and manually submit from my Jotform account. The forms are not in my spam folder either. Please kindly advise. Thank you.

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    JotForm Support

    Answered by Chriistian on April 07, 2016 at 09:59 PM

    I checked your submissions page and there seems to be a lot of incomplete payments.

    Please see if the IPN of your PayPal account is disabled. When the users completes the payment, a message is sent to JotForm through IPN that the payment was successful. If the IPN of your PayPal account is disabled, JotForm will not know that the payment was successful.

    I would suggest you to check your PayPal account and make sure that IPN is enabled. You can check out this guide to learn how:  How to Enable IPN for Paypal

    You can also read our FAQ on this article to learn more about Incomplete Payments: Paypal Incomplete Payments FAQ

    Please note that you can set up your form so that you will receive a notification if there is an incomplete payment. That way, you will know that you received a submission. Here's a guide that can help: How to setup Incomplete Payment Notification E-mail

    Do let us know if you need further assistance.

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    Answered by dignity14 on April 07, 2016 at 10:11 PM

    Thanks for your response. Incomplete payments are normal as a lot of my fans will complete the form in the hope of getting a free video and abort when it takes them to PayPal. My concern is about forms that have been paid for and for which PayPal has successfully notified me.  This is the case with my last two submissions I made tonight of $25 each. Please check from your end as the IPN is enabled as you can see from attached screenshot.

    Thanks for your time.
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    JotForm Support

    Answered by Chriistian on April 07, 2016 at 11:48 PM

    I see from your screenshot that you have enabled the IPN. I can also see that you are using your own notification URL. Can you please try changing the notification URL to (https://www.jotform.com/ipns/paypal.php)?

    Furthermore, can you please give us the transaction details so we can trace it? Please check the "IPN History page" of your PayPal account and see if the IPN for that transaction was sent successfully. You can learn how by checking the Paypal Incomplete Payments FAQ under the "Completing paid submissions" section.

    We will wait for your response.