- lethe1977Asked on August 01, 2016 at 06:01 AM
H. after receiving a number of successful payments i I have suddenly started getting lots of. Pending submissions but I haven't changed any details. I recently upgraded to a premium account which should give me infinite number of payment receipts, no?
Could you let me know what's happened? Thanks
- JotForm DeveloperomurAnswered on August 01, 2016 at 06:54 AM
Do you also have payments that go through or are there just pending payments?
I'll be happy to guide you further. Please let me know.
- lethe1977Answered on August 01, 2016 at 08:20 AM
Yes I already have payments that have gone through successfully. Any way of checking why the payments haven't gone through? What is correct procedure?
If it is a problem with the customers PayPal account, and they resolve it, are they able to go back into their submission and try again? How?
- victorAnswered on August 01, 2016 at 11:18 AM
I have just reviewed your account and your form "LSS 2016 Premium Carnival T-shirt". I did notice that you had 8 uncompleted forms. This were from this weekend, Saturday and Sunday. I also noticed that you are receiving completed forms recently. It is possible that this 8 users that submitted the form, changed their minds and did not complete the Paypal payments.
Can you please confirm with these users why paypal payment was not completed.
If you are still have any questions or issues, please let us know.
- lethe1977Answered on August 01, 2016 at 11:19 AM
Done. please could you answer the second half of my question, thank you
- JotForm SupportWelvinAnswered on August 01, 2016 at 01:10 PM
You will have to advise your customer to re-submit the form and initiate a new transaction in Paypal, disregarding the pending one.
You also need to check your IPN settings and make sure it is enabled/configured. This guide should help you do that: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.