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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    EU User: Received submissions are not shown on submission page

    Asked by CIEHF on June 30, 2016 at 12:03 PM

    Hi, one of my forms appears to be working in a browser, but the results are not showing in the back end.

    This is the form: http://www.ergonomicsdesignaward.org.uk/entry-form/

    Can you help track down the entries please?

    This is urgent as it is for a competition which closes today!


    Page URL:

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    JotForm Support

    Answered by BJoanna on June 30, 2016 at 01:26 PM

    Are result not shown on submission page of your account when your form is submitted? 

    I have checked and form you provided http://www.jotformpro.com/form/60674565706968, does not have any submissions. 

    I also did not find any records in email history log on your account for that form. 

    After that I have tested your form and I got redirected to PayPal. 

    Considering that I did not completed payment on PayPal page my submission was incomplete. I have checked then submission page on your account and I saw my incomplete payment. You also have three other incomplete payments. 

    More about incomplete payments you can find inside of this guides: 



    If your payments are not being marked as complete on our end, you may need to enable the IPN settings in your PayPal account: How to Enable IPN for Paypal.

    Hope this will help. Let us know if you need further assistance. 

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    Answered by CIEHF on June 30, 2016 at 03:16 PM

    Thanks so much for checking this out so quickly. However, I am not seeing any incomplete payments!


    This has worked fine with all my other forms when people do not complete payment and I get an email notification either way. But not with this one. Any idea why?

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    JotForm Support

    Answered by BJoanna on June 30, 2016 at 04:24 PM

    Sorry for inconvenience this may caused you. 

    We seem to be having an issue with our EU datacenter being behind.  Changing the URL for viewing any of your forms submissions from https://eu.jotform.com/submission/ to https://www.jotform.com/submission/ should allow you to view any of your forms submissions until it is fixed.

    The issue has been also escalated to our Development Team, it should be checked and fixed in the nearest time. Once this issue is resolved we will inform you via this thread.

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    JotForm Support Manager

    Answered by Jeanette on June 30, 2016 at 08:26 PM

    Is the problem still happening in your end? We await for your comments

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    Answered by CIEHF on July 01, 2016 at 05:48 AM

    Hi, I can now see the submissions that didn't complete, so I think this has been resolved. Thank you for your great service.

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    JotForm Support

    Answered by Charlie on July 01, 2016 at 09:38 AM

    Thank you for the confirmation, we're glad everything is good in your end now. Should you need our assistance again, please do feel free to visit us again here in the forum.