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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    Not receiving email notifications with the payment information but receiving payments

    Asked by msking814 on August 17, 2016 at 07:52 AM

    We created. JotForm to use on our site for an upcoming conference. None of the registration forms are hitting our inboxes in the email addresses we provided, so we have no way of tracking registrants.

    Page URL:

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    JotForm Support

    Answered by Jim_R on August 17, 2016 at 10:44 AM

    I checked the form in question and noticed you don't have any recipients for the Email Notification:

    This the reason why you're not receiving email notifications for submissions.

    To fix this, just click EMAILS at the top of your FORM BUILDER > EDIT > RECIPIENTS tab > then enter your email on the RECIPIENT EMAILS field > and SAVE

    Here's a related guide: Setting-Up-Email-Notifications 

    Give it a try and let us know if you're still facing issues.

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    Answered by msking814 on August 17, 2016 at 11:45 AM
    Thank you! We have 22 paid registrations per PayPal, but none of the submissions are showing yet. Do you know how long it will take for them to hit our inboxes? I'm just afraid we may have lost the info.
    Sent from my iPhone
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    JotForm Support

    Answered by Jim_R on August 17, 2016 at 01:43 PM

    Sorry but you'd have to provide us the URL/ID of the form you're referring to for us to better help. I'm looking at your account and I can only see 3 forms, all of which don't have any submissions yet.

    Since you mentioned "per paypal" I'm assuming you're checking these straight from Paypal. If you're working on a different form (which isn't listed above), we can further check and compare those 22 submissions you mentioned. Any additional info will be highly appreciated.

    Please keep us posted.

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    Answered by msking814 on August 17, 2016 at 02:45 PM
    We are using the Berean Form on the website www.bereanleadership.org/registration
    Sent from my iPhone
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    Answered by Boris on August 17, 2016 at 06:04 PM

    Form embedded on that site is form 61517440662150, named 2016 Berean Conference Form, but this form doesn't yet have any submissions.

    You can view submissions of any form by following this guide:


    For PayPal integrated forms, you can also view Incomplete Payments by following this guide:


    There haven't yet been any submissions made on your forms, so there couldn't be any email notification or autoresponders either. As you are using a PayPal payment tool, I would recommend making sure that your Instant Payment Notification (IPN) setting is enabled in your PayPal account:


    This is to ensure that PayPal will correctly notify us when a payment through your JotForm form has been processed, so that its submission can be moved from Incomplete Payments into completed submissions. The following guide explains a bit more about what Incomplete Payments are:


    From the looks of it at this time, your forms simply haven't yet had any submissions made on them. You can also see that by taking a look at your account usage, which shows 0 submissions for this month:


    Once your forms start receiving submissions, they will send out any email notifications that have been set up as well. I hope this helps.

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    Answered by msking814 on August 24, 2016 at 03:46 PM
    The secretary has received 22 PayPal payments via the site, but nothing from this form. Not sure where the information is going. I have passed the info along that you sent. Could it be somewhere in our web host?
    Sent from my iPhone
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    JotForm Support

    Answered by Kiran on August 24, 2016 at 04:46 PM

    As I check your web page, I see that the PayPal buttons are added separately and not integrated with JotForm.

    It seems that the users are making the payment directly or not clicking on submit button to submit the filled information. You may integrate PayPal with JotForm by adding PayPal from the Form builder. Please go through the guide below that can help you with receiving payments with PayPal on your form.


    Please be noted that the Free subscription accounts are limited to receive only 10 payments per month. If you need to receive more payments, you'll need to upgrade your account to a paid subscription.

    If you want to receive payments using the direct buttons, you may add them to a separate page and redirect to that page after submitting the form using Thank you page. Please refer to the guide below for setting up Thank you page.


    Hope this information helps! 

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    Answered by msking814 on August 24, 2016 at 05:45 PM
    Last email as I know you're leaving shortly for the evening. I'm going to re-embed the codes following this and see if this works. I did the form a few minutes ago and nothing happened as far as a response to my email.
    I have worked with JotForm previously at our church, but we have a paid subscription and haven't had any issues, so I'm not sure what's going on. Hopeful by the time we talk tomorrow some good news will have come of this.
    Enjoy your evening,
    Sent from my iPhone
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    JotForm Support Manager

    Answered by Jeanette on August 24, 2016 at 08:26 PM

    Seems like you forwarded the last message to someone else, yet reached our forum (every email rely will create a new forum post for this thread )

    If you need further help let us know.