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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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    I'm not getting an email when someone completed a payment in my Paypal form

    Asked by trinajobradley on October 26, 2016 at 10:29 AM

    I created an order form for custom glasses that my organization is making, but when people fill it out and submit, it doesn't come to me. The only thing I get is an email from paypal saying they paid, but their info from jotform doesn't come at all, and it isn't stored on the jotform website either.

    Page URL:
    https://www.facebook.com/events/182854668835267/

    email not being sent paypal form
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    JotForm Support

    Answered by Welvin on October 26, 2016 at 12:49 PM

    I've checked the given form and you have an incomplete payment. I think that's the submission that you are talking about. Please check, https://www.jotform.com/help/135-How-to-View-Incomplete-Payments.

    Incomplete payment means that someone refused to pay or have failed to submit the payment on a given timeframe. Users are given 30 minutes to complete the transaction, otherwise, the submissions will be added to the incomplete payment list. If this particular user has submitted the payment right after getting on the payment page then your IPN is not properly configured. IPN is necessary for the Paypal integration to work correctly. Please check the following guide for more details and for our guide on how to add the IPN URL on your Paypal account:

    https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ

    Let us know if you need further assistance.