No email received fo Recurring Payment Received

Is this because it's a free account? I read about this in the forums. So when I upgrade my account, can I activate the receipt on my existing form? Do I do that in the payment settings on the Build part or is it in the Settings under e-mail?

Hi vnhsmpa,

Thanks for reaching out to Jotform Support. I'm sorry you're having difficulties with this. No, you can do anything in Jotform with some limitations on the starter plan. Are you referring to the notification email? If so, I checked your form, and it appears that there is no email notification. You can set it up so that you'll get a Notification Email after someone has filled out your form. Let me show you how:

• In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
• In the menu on the left side of the page, click on Emails.
• Now, click on Add an Email. 

• Select Notification Email.
• Click on the Recipients tab.
• Now, just enter your email address into the Recipient Email field. That's it. You're done.

Now, you'll get a Notification Email every time someone fills out your form. If that’s not exactly what you’re looking for, can you explain a bit more so I can help you better?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi,

Thank you for the response. I understand how to setup Notification emails. I am referring to an email that comes from Jotform for subscription payments. It is called Referring Payment Received. I see one for example here:

https://www.jotform.com/answers/2649849-i-received-a-notification-of-recurring-payment-for-account-i-dont-have

My real question is how do I get that e-mail to the customer that has the link that says "You can cancel your subscription at any time."

Hi vnhsmpa,

The Recurring Payment Emails are sent to both the form owner and responder automatically upon successful payment. Could you please check your spam or junk folder to see if the emails are being sent there? Aside from that, your customers should also receive this kind of email, could you please check with them if the emails were sent?

Let us know how it goes.

Hi,

I checked both our e-mail spam folders and had the customer do the same and they didn't receive it. The customer received the invoice receipt from Square, but nothing from Jotform. Does the account need to be upgraded from the free account in order for this feature to be enabled?

Hi vnhsmpa,

Thanks for getting back to us. I understand how frustrating this is for you and I’ll do my best to help you. After checking our email log, I saw that there're 2 emails sent to you on November 17 and 1 email sent on Novemeber 18. May you also share us the customer's email here? We'll check and see if we've sent any email to him or her.

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

Hi,

The 2 emails that were sent on the 17th and the one on the 18th were related to this ticket. The customer email is amanda@plummer.org and they received the attached receipt from an Invoice payment from Square, but nothing from Jotform. The main problem I'd like to address is to give the customer the ability to cancel their recurring payment, and this link in the Recurring Payment email seems to be the only way to do that. Thanks for your assistance.

Hi vnhsmpa,

Thanks for getting back to us. I'm sorry you're having difficulties with this. Can you confirm that you've received this payment on your Square account? After we hear back from you, we'll create a performance ticket and forward it to our Developers.

As soon as we hear back from you, we can move forward with a solution.

Yes, we received all payments on Square and the customers are getting receipts from Square.

I am still not receiving this email, nor is my customer. But they are getting charged by square and getting a receipt from square. I would like to have a way to cancel the actual subscription. The most recent submission of a recurring payments were through this new form I created. But it has the same exact problem.

https://form.jotform.com/vnhsmpa/annual-giving

Hi vnhsmpa,

You can cancel the subscription in your Square dashboard. Let me show you how:

1. In Square Dashboard, go to Customers – Directory.
2. Select the customer and go to the Card on File section.
3. Finally, click the Confirm Delete Card button.

We also have a guide about How Do I Work with Square Subscription that you can check out.

Give it a try and let us know if you have any other questions.