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.


  • Profile Image

    Incomplete payments in Paypal integration?

    Asked by nseglencoe on August 09, 2016 at 11:53 AM

    Hi,

     

    We just sent out a form today that accepts paypal credit card payments.  I noticed a few of the submissions are being placed in the Incomplete Payments status.  Just so I understand,  does this mean they submitted a credit card payment and we are waiting on paypal?  Or is it no payment was actually submitted?  I am not seeing the transactions appear on paypal but have had several end users call in as they have submitted payment.  Maybe its pending approval with Paypal?  

     

    UPDATE:  I called paypal.  They stated all transaction types would appear on paypal (regardless of status).  They thought maybe there was an api key or some additional information you might need in order to submit the payments which are currently getting stuck.  I spoke with Jill, her # is 402-935-7733.

     

    Please call and let me know what I can do to resolve this issue quickly.

    Thanks,

    Jamie

    2242135586

    Page URL:
    https://form.jotform.com/62174841434152

    pending credit card Submissions status incomplete payments
  • Profile Image
    JotForm Support

    Answered by Charlie on August 09, 2016 at 02:05 PM

    I'm sorry but we do not have a phone support. But we do try our best to resolve the issue here in the forum.

    If there are submissions completed and they are in your Paypal account, then that means that your payment integration is working as expected. 

    If a submission was made but there's NO Paypal payment received on your end and the submission was labeled as "Incomplete Payments", then that means the user did not complete the transaction. They might have accidentally closed the browser before completing the payment or have purposely left the Paypal payment gateway page. 

    However, if you received a Paypal payment BUT it was still labeled as "Incomplete Payment" in JotForm, then there might be a problem with your Paypal account's IPN. Please follow the said guides below to resolve the problem:

    https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal 

     

    Let us know if that helps resolve the problem. 

  • Profile Image

    Answered by nseglencoe on August 10, 2016 at 09:24 AM

    Thank you, we just let users know we were unable to process their payment and to select a different method.  This helped to clarify what was going on behind the scenes.

  • Profile Image
    JotForm Support

    Answered by Boris on August 10, 2016 at 10:37 AM

    You are most welcome, we're glad that it was sorted out. If you need assistance with anything else, please simply open a new support thread in our forum any time, and we'll be happy to assist you.

    Cheers