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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    Payment was completed but submission were still in the Incomplete payment inbox.

    Asked by kubinyi on October 20, 2016 at 10:54 PM

    Now we have an even bigger issue, just noticed that two submissions that were sent in on the 18th and paid for - paypal payment confirmed - got never completed, they are still marked as incomplete.

     one is Jon Martin and the other is Michelle Restivo

    This is even worse than the duplication since we don't really look at the incomplete ones usually, ho does this happen? I need to go and mark them complete now since they actually paid, but that will give us two more duplicates as far as the time slots.

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    JotForm Support

    Answered by Chriistian on October 21, 2016 at 03:16 AM

    If a paypal payment was made but the submission is still in the Incomplete Payments folder, it may be due to the payment notification from paypal not being received by jotform. To resolve this, please enable the Paypal IPN. Here's how: How to Enable IPN for Paypal

    Whenever the Paypal payment for a form submission is completed, Paypal tells jotform that the person has paid. JotForm then moves this entry to the form's submission list, and the form's email alerts are sent to their respective recipients. Enabling the paypal IPN on your paypal account ensures that the paypal notification is always sent.

    Please let us know if you encounter the issue again.