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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.

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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    "Complete Submission" vs "Delete" on Incomplete Submissions

    Asked by OHkids on April 16, 2012 at 03:12 PM


    From what I undersstand, a pending or incomplete submission occurs most often when people start a submission but don't finish it in Paypal.  In the Incomplete Payments window, we are given a choice of deleting or "Completing Submission."  I don't understand how we can complete the submission if the donor/purchaser has not completed it on their end, or if Paypal has not approved it. What happens when we press the "Complete Submission" button?

    I have attached a screenshot.



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    Answered by gori-mathew on April 16, 2012 at 03:44 PM


    Thanks for contacting us. Incomplete Payment means that the customer might have aborted the payment process or there was something wrong with his/her credit card details and Paypal failed to process it successfully.

    You should check if your Paypal account was able to accept and process the payments of that transactions. If Paypal did accepted and completed the processing of payment of your customers, you can complete the pending submissions. Otherwise, you may need to discard these pending submissions.

    If you complete the submissions from the pending list, this will be treated as one payment submission.  You will be deducted one payment submission from your submissions quota for the month.

    Please let us know if you have any other questions or concerns. Thank you and enjoy using JotForm!

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    Answered by VailClub50 on August 17, 2012 at 09:30 AM

    Gori-Mathew:  I have been using Jotform for years and have a different problem with "complete" submission.  We give our members the choice to pay by check or by Paypal/credit card, and a few people choose to pay by check and still check off the payment boxes - so Jotform is waiting for payment.  I'm not sure if this problem ever got solved, but when we click on "complete submission", the box goes away and the data never is transferred to the database!  We've been copying it and re-entering it, but this should not have to be done???


    Thanks for you help.

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    JotForm Support

    Answered by liyam on August 17, 2012 at 11:14 AM

    Hello VailClub50,

    After completing the incomplete submission, the completed submission should land to the top of the submissions list.  Can you verify that this wasn't the case on your form?

    It would be great if you can provide us one copied submission and which you have completed but did not land to your submissions list so we can check.