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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.

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    Some payments made are not showing up on paypal or credit card statements

    Asked by grafiti4u on August 16, 2016 at 10:50 AM

    I have a form set up for payments for a reunion.  Some people made payments, the payments show that they were made on the jot form, but the person says it never showed up on their credit card.  I am also not seeing this person on the PayPal list of payments.  I am not sure if this is a jot form or a paypal thing.  I assume a number of people pay with their paypal account, but if they choose the option to use a credit card, would those payments show up on the paypal activity list?  All submissions on the jot form list have been completed, also.


    thanks for any insight, we are trying to balance our books,


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    JotForm Support

    Answered by Nik_C on August 16, 2016 at 12:17 PM

    You should get all the payments in the PayPal activity list if the users completed them through the PayPal gateway.

    Be sure to check the option for sending emails on incomplete payments so you could be notified if something happens with the payments:

    Could you please take a look at this guide on how to view incomplete payments and let us know if you have any.

    We'll wait for your response

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    Answered by grafiti4u on August 17, 2016 at 10:58 AM

    I think I figured out the problem by comparing all the emails I received.  1/2 were for the actual "Registration Submission" using the form, and half were "Notification of Payment received" from paypal.  I was just assuming if I got a registration submission that they also paid.  That of course wasn't the case.  I will have to be on top of that next time, so if someone doesn't complete the form by submitting payment to paypal, I am aware of it and can contact them.  The screenshot above of the 'sending emails' options, is that in PayPal or Jot forms?  I couldn't find it in either. Please let me know so I can make a not of this in the future.  Thanks!


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    JotForm Support

    Answered by Nik_C on August 17, 2016 at 12:29 PM

    I am glad you were able to work out the problem on your own. I apologize for not specifying more information in my last post. The screenshot is showing the settings available for payment integration. 

    In the General Settings, you can set the Pending Payment email to be sent.

    Let us know if you need any assistance.