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    Some transactions do not go through when using the form  Any insight on why this might be happening and ways it can be resolved? 

    Asked by schools216 on October 25, 2016 at 07:02 AM

    Another issue which might be related to the above but which we have always had is with the payment system. Some transactions do not go through when using the form however when we take the payment over the phone directly with the person on Worldpay using the same card and details, everything works perfectly. 


    Any insight on why this might be happening and ways it can be resolved? 

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    JotForm Support

    Answered by ashwin_d on October 25, 2016 at 09:51 AM

    Hello schools216,

    I am not sure if I have understood your question correctly. 

    Do you mean to say that the payment submission are not being received in your form? I did check your form's submission and found that few submissions ended up as incomplete payments. Please check the screenshot below:


    Please note that when your users submit form, they are redirected to WorldPay secure payment page and if the users do not settle the payment, that submission are marked as incomplete payments.

    I would suggest you to please connect with your users and ask them if they complete the payment on WorldPay payment page.

    Thank you!

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    Answered by schools216 on October 25, 2016 at 09:58 AM

    Thank you very much for your reply.  Yes most do appear in the incomplete payments however my question is more regarding the reason behind this as I understand from people that have tried paying using the forms, that they were unable to put a payment through after trying several times.


    Whereas when we take payment directly over the phone with them and not using Jotform (same cards details, amount etc..), everything works perfectly. Surely if the card details etc.. are the same and work perfectly when we take payment on the Worldpay website, there is no reason for the payment not to go through on Jotform? 


    Many thanks! 

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    JotForm Support

    Answered by Chriistian on October 25, 2016 at 11:35 AM

    Incomplete Payments are simply abandoned payments. This means that the user might have closed the browser or abandon it after they are redirected to the Worldpay checkout page and/or processing Worldpay was interrupted while user is paying that makes the payment unsuccessful. If you are consistently having the issue, can you try to re-integrate Worldpay on your form (remove the current integration and integrate again) and see if this will help?