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    I don't understand why my payments are all incomplete submissions

    Asked by Chris Bicourt on July 22, 2016 at 01:45 PM

    I've had several people make trial purchases through my form before I send out the link. They've gone through the whole process, paying through PayPal and receiving the "Thanks for your purchase" message after returning to my form. However,  all these payments are sitting in my Jotform account as 'inconplete' purchases'. Why? The help column on the relevant area says this:


    We process the submission (ie. send emails, add to Submissions page) only after we receive a notification from the payment gateway.


    I thought that means the process is fully automatic, assuming that once they've paid through PayPal the notification is sent to jotform. But this doesn't seem to be happening. 


    Any ideas? 


    Page URL:

  • Profile Image
    JotForm Support

    Answered by Kiran on July 22, 2016 at 02:49 PM

    I have tried making a payment to your form and see that the submission is in the incomplete payments. I have tried cloning the form to my account and tested with my sandbox account which worked fine with the same settings. Could you try removing the payment field and try adding it again to see if that helps?

    Let us know if the issue still persists. Also, please try enabling sandbox in the payment field properties so that we can also test it.

    Thank you! 

  • Profile Image

    Answered by lethe1977 on July 22, 2016 at 02:58 PM

    Thanks. I've now enabled sandbox. 


    Unfortunately it took me a long time to create the payment form I would like to avoid having to rebuild it if possible?

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    JotForm Support

    Answered by Welvin on July 22, 2016 at 04:15 PM

    Is it chris.bicourt@paypal.com really your Paypal email? First time to know such custom email from Paypal. Do they give you this email address? If not, then this is most likely the reason. You should use your actual Paypal email address in the integration. 

    Another thing is that you should make sure that IPN is enabled in your account. Please check the following guides: