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    How do I deal with incomplete payments and what causes them?

    Asked by NQYForestSchool on November 03, 2016 at 08:25 AM

    We keep having a number of incomplete payments. It is a little unclear how I address these as I don't want to double charge our clients but equally we need to be able to take payments through the form. Please could you help?


    Many thanks.

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    JotForm Support

    Answered by Chriistian on November 03, 2016 at 10:48 AM


    Incomplete payment usually occur when your client fills up the form but unable to proceed with the payment. There are several causes to this such as:

    1. Your user navigated away while in the payment step of your form.

    2. If you are using PayPal integration in your form, it is possible that you have your IPN setting disabled in your form.

    I suggest you check your IPN setting in your PayPal account. Please see https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal for more details.

    Let us know if you need further assistance.