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

    Asked by roby128 on May 20, 2016 at 05:24 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?


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    JotForm Support

    Answered by ashwin_d on May 20, 2016 at 07:27 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!

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    Answered by roby128 on May 23, 2016 at 08:15 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

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    Answered by victor 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.

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


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    Answered by roby128 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



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    Answered by victor 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?

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