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    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:

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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:

    Hope that helps. Thank you.