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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    I received payment but their form hasn't come through

    Asked by Andrew Gibbon  on September 28, 2016 at 11:09 AM


    A user completed my form and payed the amount using stripe. I got a notification from stripe saying the payment has been received but the form hasn't been saved/documented in jotform nor email to myself. Jotform says no forms have been received yet?


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    JotForm Support

    Answered by Jan on September 28, 2016 at 01:43 PM

    I cloned your form (https://www.jotformeu.com/form/53083683274359) and I did a test payment submission. It was successful, I saw the Thank You page and the payment submission is showing in the Submissions page. The email notification was triggered as well.

    Did your user saw the Thank You page after hitting the submit button? It is possible that the user encountered an error upon hitting the submit button.

    Let me clear your form cache so that your forms will be refreshed from our servers.

    Hope that helps. Thank you.