Received payment in PayPal account but the submission email was not sent.

  • roby128
    Asked on May 20, 2016 at 5:24 AM

    I have received a Payment from Gima srl. The customer has used this form: https://form.jotform.com/52535208639964

    Strangely I have not received the message (but only the payment), The message is avaiable only is I enter in the platform and open old messages

    Can you check if there is a problem?

     

  • Ashwin JotForm Support
    Replied on May 20, 2016 at 7:27 AM

    Hello roby128,

    I'm sorry for the trouble caused to you.

    I did check your form's submission page and found that you have 17 "Incomplete Payments".  Can you please check the incomplete payments list and see submission ended up there for this you have received the payment successfully?

    I would suggest you to please check your PayPal account and ensure that the IPN is enabled. The following guide should help you:  https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal 

    You may also like to take a look at the following guide as well for more information on incomplete payments:  https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    Do get back to us if the IPN is enabled and the payment is still marked as incomplete payments.

    We will wait for your response.

    Thank you!

  • roby128
    Replied on May 23, 2016 at 8:15 AM

    Hi, Ashwin, I have enabled IPN, this will alert me when a payment is incomplete correct?

    In any case, the problem is that the emails are not delivered to me also when the payment is complete.

    Today for example, I received a payment notification from paypal but I did not have the notification of the user's message from jotform.

    The form is: https://eu.jotform.com/answers/844627-Problem-with-this-form-https-eu-jotform-com-formID-52535208639964#0

    Even if you use the function to make test submission the system tells me that the email was sent but I did not get anything.

    See this short video for details: https://drive.google.com/file/d/0B5NZCd5SMqVzSWsyVHdNU0VXOW8/view

  • victor
    Replied on May 23, 2016 at 10:31 AM

    I have just reviewed your email history and did noticed that there were many failed emails to roberto.cataldi@gmail.com. Can you please verify if the email is spelled correctly.

    Received payment in PayPal account but the submission email was not sent Screenshot 30

    If you are still having problems, you may also try adding a custom SMTP email address to send out your notifications.

    Received payment in PayPal account but the submission email was not sent Screenshot 41

     

  • roby128
    Replied on May 23, 2016 at 11:37 AM

    Hi Victor. My email is correct: roberto.cataldi@gmail.com 

    Can you check which type of error occurs?

    I do not know How to set SMTP. I use gmail google only online

     

     

  • victor
    Replied on May 23, 2016 at 12:32 PM

    While reviewing your email history, I noticed that an email has been sent successfully. Can you please indicate if you were able to receive this notification?

    Received payment in PayPal account but the submission email was not sent Screenshot 20

    If not, we will be glad to help you configure the SMTP email.