Form created and published, but not receiving submissions

  • Profile Image
    Asked on November 21, 2016 at 12:07 PM

    Hello. I have have published a form and have had at least 3 orders placed on it. All 3 show funds paid from the client's PayPal account, but we have no record of the JotForm submission and have not received the funds in our Paypal account.

    link to form:

    I found the submissions, but do not understand why they are all pending. Is it safe to just manually submit all of them?



  • Profile Image
    Answered on November 21, 2016 at 01:27 PM

    Upon checking your form, I see you are using Paypal as the payment integration. I checked your submissions and there are placed in the "Incomplete Payments" list.

    May we know if you were able to receive actual payment those users in your Paypal account? Please note that we do not process payments, it is handled by Paypal so you will receive a direct notification from Paypal if you receive any payments. 

    If a submission is listed in the "Incomplete Payments", then that means that the user did not complete the payment in the payment gateway for some reason. That is possible if the user left the payment gateway page without completing the transaction. Here's a guide about "Incomplete Payments": 

    If you received an actual payment on your Paypal account BUT submission was listed as "Incomplete Payments" in JotForm, then that may be related to your Paypal's IPN not properly setup. You can follow this guide on how to enabled IPN on your Paypal account:

    Let us know if that helps.

  • Profile Image
    Answered on November 21, 2016 at 05:11 PM

    Thanks, Charlie. The ones that are submitted are from people who have all paid us through their PayPal accounts before. I just created the form from one of your templates, so I assume that the payment side is correct on your end.

    Thank you for sending the links for me to read to see if I have something wrong on the my end with PayPal. I know that the PayPal connection is working fine on our others forms though.

  • Profile Image
    Answered on November 21, 2016 at 09:32 PM

    If the payment is not completed due to any reason, the submission will be placed in the Incomplete submission. Clicking on Complete submission button will not process the payment. Please go through the guides provided by our colleague and check the IPN setting in your PayPal account.

    Also, please try submitting the form from your end and see if you are able to complete the payment. Let us know if the issue still persists. We will be happy to assist you further.