Form not sending Notifications

  • Profile Image
    Asked on October 28, 2016 at 11:15 AM

    This form stopped sending notifications yesterday


  • Profile Image
    Answered on October 28, 2016 at 01:07 PM

    I have checked the email address related to your form and I can see emails are being sent from the Jotform servers just fine, you can also check the email history by following the steps on this guide: 

    I can also see you've integrated your form with PayPal and you have some incomplete payments in your form: 

    Do note that those submissions flagged as incomplete will not trigger any email, what I would suggest you is to enable the IPN option in your PayPal account so you get notified each time there is a payment in your form: How-to-Enable-IPN-for-Paypal

    And also, to be notified of those incomplete payments, I would suggest you to enable the Incomplete Payment Notification in your form, this way you will be notified each time that both cases happen (complete payment or incomplete): 

    Here's also a guide that will provide you more information about incomplete payments on PayPal: 

    Hope this helps. 

  • Profile Image
    Answered on October 28, 2016 at 01:32 PM

    Kevin, please dig further into the complete submission issue further for me. I have already reported this issue several times, and I do have IPN set up and enabled. 

  • Profile Image
    Answered on October 28, 2016 at 03:54 PM

    The incomplete payments is not an issue, it is actually the fact that your users do not complete the payment when they are redirected to PayPal page.

    You can delete those incomplete payment submissions, or transfer them to the submissions dashboard by clicking the "Complete Submission" button: 

    Note: Completing a submissions will NOT process any payment as there was no payment information to begin with. The system will simply treat this as a regular submission so it can be included on form reports, and that email alerts can be fired off as usual.