Non existent PayPal account name was used on our form. Where do we find the payments received?

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    Asked on May 25, 2016 at 12:48 PM

    Hi - We have a problem resulting from a conference registration form being created (NYC Couples Retreat) and using a non-existent email address for directing the PayPal activity.

    The PayPal account email address used was - (It has an extra letter "l")

    The correct PayPal account email address should have been -

    Therefore, the $ is not available in our PayPal account and PayPal has no idea where it is.  Right now we are not even sure if any money was actually processed.  

    Also - your system double processed every single transaction.

    What would your system do with the transaction funds in this case?  We really need to talk with someone on this issue.  Can we have a phone conversation? There is roughly $3,000 in question.

    Please contact me as soon as possible.


    Chris Leidlein


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    Answered on May 25, 2016 at 02:27 PM

    We actually forward the payment information entered on the form to the payment processor. Once the payment is processed by the gateway, we'll receive a response from the payment gateway so that we can store related information in the form. We do not handle or process any payments made through JotForm. Since an invalid email address being used in the form, it is the same as when we send the amount to an unregistered PayPal account. The amount should be displaying as Unclaimed in the sender's PayPal dashboard. I have tried sending some amount to an unregistered PayPal email address from my sandbox account and see the following.

    If the payment is cancelled, the amount should be returned to the payer.

    I have checked the form submissions and see that there are no submissions actually received the payment. If the payment is successfully processed, you'll see the payer information in the submission as shown below:

    Since we do not handle or process the payments, we request you to check with PayPal for any assistance in this regard.


    Please get back to us if you need any further assistance. We will be happy to help.