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 is not submitting my clients payment information to PayPal for processing WHY HELP?!

    Asked by sixthmanbasketball on May 10, 2016 at 05:07 PM
    JotForm information payment information
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    JotForm Support

    Answered by Boris on May 10, 2016 at 05:56 PM

    When a user submits your form, they will be redirected to PayPal for making their payment. Their submission in JotForm is created as a temporary "Incomplete Payment" at that time, while awaiting for the payment through Paypal to be processed:

    https://www.jotform.com/help/135-How-to-View-Incomplete-Payments

    Once a payment is processed by PayPal (which means your users paid), PayPal must notify us that the payment is completed, so we can move the temporary "incomplete payment" to your completed submissions. For this process to work automatically, your PayPal account must have its Instant Payment Notification (IPN) setting enabled:

    https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal

    If the IPN was not enabled on your PayPal account, PayPal wuld not notify us when a payment was completed and it would remain in your incomplete payment submissions. In such a case, it would be best to log into your PayPal account and resent any IPNs for the payments that are still marked as incomplete, but you have already received payments for.

    You can read more in our Incomplete Payments FAQ:

    https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    If you need further assistance, please let us know, we'll be happy to help.