JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.
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.
JotForm does not process payments, we simply pass the data and redirect the users to the payment processor's gateway, your users then need to make the actual payment there. If they have successfully made the payment, then it will automatically show up in your Paypal account.
If the user DID NOT continue on completing the payment for some reason, let's say they have accidentally closed the browser when in the payment gateway page, then it will be labeled as "Incomplete Payments" in your JotForm account.
Here are some guides to better help you troubleshoot and understand:
Please also note that "Free" accounts are limited to 10 completed payment submissions per month. If you reached this limit, ALL of your forms will temporarily be disabled. If you wish to continue using your forms, you need to either upgrade to a higher subscription OR wait for the payment submission limit to reset, which happens every 1st day of the month.
I hope that helps.