Payment taken on two submissions but never hit Paypal

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    Asked on November 01, 2016 at 11:01 AM

    Hi , There are two submissions on this jotform where payments where made $145 and $70 but the money never hit my paypal account despite me seeing that it was taken from the customers.  Can you please advise.  Many Thanks!


    I think there may have been an issue with my integration though i've used it successfully many times.  Please advise. thanks!

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    Answered on November 01, 2016 at 01:24 PM

    I've checked your form submissions and it seems like all the submissions there are manually completed from the incomplete payment list. The payee name and address should normally appear on the submissions page if the payment was successful. 

    Please note that manually completing a submission in the incomplete payment won't charge the submitter. You should check if the payment was received before doing it. It's impossible that your customers were charged but you can't see it in your Paypal account. Please re-check again.

    For incomplete payment, the following guide should give you more details why it is happening and how you can resolve it: 

    Let us know if you need further assistance.

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    Answered on November 01, 2016 at 01:46 PM

    I just don't see where to access the IPN screen or options, even in this document.  I know that most had to be manually accepted but I didn't think this one (pictured above was one of those)


    Can you please advise on how to get to the IPN screen to see if this is the issue.

    Many many many thanks!

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    Answered on November 01, 2016 at 05:28 PM

    You can find the IPN History in the PayPal website. You can refer to this guide:

    Related guide:

    Hope this helps. If you need further assistance, let us know. Thank you.