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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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    Form not redirecting to PayPal

    Asked by hypnoslimmer on October 12, 2016 at 03:17 PM

    I have a form set up which takes a deposit from paypal. Its been woking fine, but today a form was let through without taking the paypal deposit.

    Please advise.

    Page URL:

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    JotForm Support

    Answered by Jim_R on October 12, 2016 at 09:28 PM

    I checked the form you mentioned and found 1 Incomplete Payment logged. This means that the user submitted your form but closed/abandoned/ignored the page after it redirected to Paypal for Payment.

    Rest assured, your form is working as intended. It's just that this particular user has never made a payment. You can think of Incomplete Payments as abandoned payments.

    Related guides: Paypal-Incomplete-Payments-FAQ | How-to-view-incomplete-payments 

    In case we misunderstood your question, don't hesitate to get back to us and explain more in detail so we can assist you better.

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    Answered by hypnoslimmer on October 13, 2016 at 06:20 AM

    Hi - thanks for the reply.

    The form from ANGELA GLASGOW came through without the paypal payment. I understand that the completed form would only come to me after paypal payment has been made - and any abandoned forms (as you state above) goes to unsubmitted payments folder.

    The form from Angela Glasgow came through with no paypal payment.


    Please advise.



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    JotForm Support

    Answered by owen on October 13, 2016 at 09:39 AM

    Hi Brian, 

    I guess your issue is not related with the form which you shared the link of. Can you please identify which form you are having issues with? Because the form you mentioned above has 1 Incomplete Payment and 15 other submissions.

    We will be waiting for your response. Thank you for contacting us.

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    Answered by hypnoslimmer on October 13, 2016 at 11:18 AM


    The issue is with this form - https://eu.jotform.com//?formID=20581973131956


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    JotForm Support

    Answered by Kiran on October 13, 2016 at 01:45 PM

    I see that the payment field is not a required field on your form. So, if the option is not selected users should be able to submit the form without any payment.

    You may mark the payment field as a required field so that it should display an error if it is not selected. You may also select the product displayed as selected by default in the payment wizard so that it automatically redirects to the PayPal after submitting the form.

    Hope this information helps!


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    Answered by hypnoslimmer on October 14, 2016 at 06:02 AM

    Perfect. Thank you!