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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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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.


  • Profile Image

    Form submitted but payment is not processed

    Asked by Troubadourshawn on September 05, 2016 at 02:52 PM

    This morning I checked the inbox on one of my forms (the "Everything is Workin Out" Create-Your-Own-Affirmation Song Kit Order Form) and discovered an incomplete payment.

    I sent it through, and received confirmation that the purchase was made, the purchaser's email address showed up as subscribed to the correct mailchimp list, and my account was updated to reflect that "1 of 10" payments had been processed... but the money has not shown up in the integrated paypal account.

    Please help me understand what has happened here.

    Thank you!

    Shawn Madden

    Page URL:
    https://form.jotform.com/62447739677170

    form submitted My Forms order form purchase create
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    JotForm Support

    Answered by Jan on September 05, 2016 at 04:40 PM

    This usually happens when the payment is not successful. It is also possible that the payment process was not completed by the user. 

    Please take note that completing an Incomplete Payment will not process the payments. It will just trigger the post-submission actions and put the information to the submissions list. The email notifications will be triggered as well upon completing an incomplete payment.

    If the payment is not showing in your PayPal account, it means that the user did not complete the payment process.

    Please do check these guides:
    Paypal-Incomplete-Payments-FAQ
    How-to-view-incomplete-payments
    How-to-Setup-Incomplete-Payment-Notification-E-Mail

    Hope that helps. Thank you.