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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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    Payment limitation, I have not had a total of 9 payments over a 30 day period.

    Asked by TYS2015 on May 26, 2016 at 11:38 PM

    My quota meter 9 of 10 and that is inaccurate. All payments were over a span of nearly a year. Further as I was clearing submission with uploads I saw where it said I had 3 incomplete payment submissions and gave me the option to complete the submissions as I did only to deliver that there was no payment attach and no funds to be collected, why? and it also counted against my allotted payment submission limited. Please correct the meter and credit back and clarify what is considered monthly limits, when all payments submitted and collected combined is well under 30 days and wasn't collected consecutively.

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    JotForm Support

    Answered by Kevin_G on May 27, 2016 at 12:09 AM

    If you had incomplete payments and have completed the manually then they will be taken as completed payments, it is considering that you have received a payment and then this is why you're completing this submission. 

    Now, I would suggest you to review the submission before completing a payment and if you did not receive any payment from that submission, then delete it. 

    Otherwise they will be always taken as payments, even when there are not payments sent at the moment the submission was made or you're completing it. 

    These incomplete payments will be stored for a period of 30 days, if you do not complete the payment in this time frame then it should be removed from your incomplete payments list. 

    Could you provide us the details about payments you completed manually? 

    So we can check them and see why they were counted as completed and increased your usage. 

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    Answered by TYS2015 on May 27, 2016 at 12:59 AM

    Yes it looks like for registrants for song submission $25.00 but I though was just technical issue and that caused it to be an incompletion transaction... But when I check payment and my account there was no such payment presented from the gateway into my account. Why would it ever an incomplete payment when the form has a required field the user must agree to payment terms etc, before submitting the form. I find to be odd and very strange.  The form title used was Indie Artist Rising Star Music Showcase Sign Up form.  No Payment No Service... but the system somehow showed 3 incomplete payment, naturally we want to make sure all is fair well when doing business as we serve our customers.

    I appreciated if this situation is thoroughly looked into, find the cause so we can avoid any more occurrences and share this with us any information that may have caused this issue.

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    JotForm Support

    Answered by Chriistian on May 27, 2016 at 02:22 AM

    Incomplete payments are payments that have not been completed by the user. Please note that this is not a technical issue. When a user submits your "Indie Artist Rising Star Music Showcase Sign Up form" form, they will be redirected to a Paypal page to complete their payment. However, if they decide to close the Paypal page or they don't settle the payment, then their submission will be counted as an Incomplete Payment.

    For more information on incomplete payments, please check out this guide: How to view incomplete payments

    If you need further assistance, please let us know.

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    Answered by TYS2015 on May 27, 2016 at 02:37 AM

    Thank You I think I have a better understanding now. The user never completed the checkout payment process one arriving to the PayPal page, right? No problem, I will not manually complete Incomplete payments in the future but simply delete them.

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    JotForm Support

    Answered by Chriistian on May 27, 2016 at 03:46 AM

    The user never completed the checkout payment process one arriving to the PayPal page, right?

    Yes this is right. If the user submits the form and was redirected to the payment page but the user did not continue the payment (close the payment page) then the data will still be recorded in the Incomplete Payment page.


    Do let us know if you need further assistance.