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

  • Profile Image
    Asked 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.

  • Profile Image
    Answered 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.