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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.

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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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    Issues with Paypal submissions being redirected to incomplete payments

    Asked by cahsmun2017 on November 13, 2016 at 06:18 PM


    We are currently experiencing issues with Jotform. Many of our customers paying with Paypal are going into the "incomplete payments" category when they have in fact paid.

    Please advise!

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    JotForm Support

    Answered by jonathan on November 13, 2016 at 06:53 PM

    I checked your form https://www.jotform.ca/form/62734278119259 and I was able to see 2 possible reason that was causing the issue.

    #1 There was no field label name assigned to the payment field. I suggest you add back the field label name.


    #2 There were Hide condition rules being applied to the payment field which were erroneous and have no relevant purpose for the function of the payment field. I suggest you remove them.


    Let us know if issue persist on next submission payments even after doing this already.