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.

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    Incomplete Submissions

    Asked by liapicard on August 12, 2016 at 12:43 PM


    I noticed that people who fill out my form but don't pay get lumped in to the incomplete submissions group with the people who did pay, but have pending payments. Is there a way to tell who entered payment? I need to know who to follow up with. Please let me know.


    Thanks, Lia

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    JotForm Support

    Answered by EltonCris on August 12, 2016 at 02:08 PM

    Incomplete payments are simply abandoned payments. When the user submits the form but did not complete the payment or close the page, the submissions will end up as incomplete payments. Check this article for more info http://www.jotform.com/help/135-How-to-View-Pending-Submissions?

    You can mark the incomplete submissions as "Complete" if you want to move the data into your submissions page. This does not process any payments, only the submissions data. You can only get their info from the data they provided. Since these are incomplete payments, it does not have payment information from the user (payment info taken from the user's payment gateway profile as seen on complete payment submissions).

    If you have further questions, let us know.

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    Answered by liapicard on August 12, 2016 at 02:15 PM

    Thanks for clarifying! For some reason, I thought pending payments were part of incomplete submissions, too.