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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.


  • Profile Image

    Notifications and Confirmations not being sent?

    Asked by tslbozeman on July 23, 2016 at 09:42 PM

    Hi there,

    I have read several of your answers to others on here and watched some YouTube videos and still my notifications and confirmations are not being sent? The test email, however, came through. (Many of the videos I watched had different dashboards than the one I'm working with here in 2016.)

    Page URL:
    http://bozemantc.org/su-registration

    and sent not being sent Youtube different email
  • Profile Image
    JotForm Support

    Answered by Mike_G on July 24, 2016 at 12:49 AM

    I see that you have used PayPal as your payment tool in your form. And when I checked your account, I see that there are pending payments in your form's submission page

    How-to-view-incomplete-payments

    However, please do note that completing the submissions will NOT process any payment as there was no payment information, to begin with. The system will simply treat this as a regular submission so it can be included on form reports and that email alerts can be sent as usual.

    I suggest you also refer to these guides:

    How-to-Enable-IPN-for-Paypal

    Paypal-Incomplete-Payments-FAQ

    Now, if you want to receive notifications even if the payment is not yet completed you can enable the "Pending Payment E-mail" option from your PayPal payment tool. 


    I hope this helps. If you have any other questions or concerns, please do not hesitate to get back to us and let us know. 

    Thank you.

  • Profile Image

    Answered by tslbozeman on July 24, 2016 at 01:06 AM

    Thanks for your responses. I have deleted the submissions (which were tests, obviously) and activated the Pending Payments to send regardless of payment. Some people will be paying by check so they will never complete the PayPal part. When I tested the form, I was always redirected to PayPal with the correct amount of payment. So that works. I just didn't complete the payments.

    Our organization has been using PayPal for some time and they always send notifications. This was set up when we set up the account. So do I still need to read all the info in those links that you sent?

  • Profile Image
    JotForm Support

    Answered by ashwin_d on July 24, 2016 at 03:29 AM

    Hello tslbozeman,

    It seems you still want to receive submission emails regardless of the payment was completed or not. Is that correct?

    You will have to enable "Pending Payment E-mail" option of your payment tool. You may like to take a look at the following guide which should help you:  https://www.jotform.com/help/273-How-to-Setup-Incomplete-Payment-Notification-E-Mail 

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!