I received payment but their form hasn't come through

  • Profile Image
    Andrew Gibbon 
    Asked on September 28, 2016 at 11:09 AM

    Hi, 

    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?

    Thanks

  • Profile Image
    Jan
    Answered 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.