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How to View Incomplete Payments of Your Payment Forms

How to View Incomplete Payments of Your Payment Forms

If a user successfully completes a payment on your form, this will be posted as a valid payment submission. However, if a user’s payment wasn’t successful — because their payment method was declined or they closed the browser before the payment was completed, etc. — this will be logged as an Incomplete Payment.

In order to view the incomplete payments for your payment form, please follow these steps:

1. Go to the My Forms page.

2. Select the form with the incomplete payments you want to view.

3. Click the Submissions button in the top toolbar.


4. In JotForm Tables, click the icon with the three dots in the main submissions tab.

5. Click the Pending Payments option.


6. Hover your mouse over the submission with the incomplete payment, and click the View details button.


7. If you want to complete the selected incomplete payment, click the Complete button. 


Confirm the payment by clicking the OK button in the popup. Click the Cancel button to leave the payment incomplete. 

7. If you want to delete the incomplete payment, click on the Delete Forever button.

If you’re sure to want to delete this incomplete payment, click the Delete button. Otherwise, click the Cancel button.

How to view incomplete payments on the old submissions page

On the old submissions page, the Incomplete Payments button is just below the title of your form.


Click the button to open your list of incomplete payments. You may Delete the item, view its Details, or Complete the Submission.

Please note that completing a submission will NOT process a payment. The system will simply treat this as a regular submission. It can be included on form reports and will trigger any email alerts set up for the form.


Contact Support:
Our customer support team is available 24/7 and our average response time is between one to two hours.
Our team can be contacted via:
Contact JotForm Support: https://www.jotform.com/contact/

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2 Comments...

  • Glinniroj

    Pls help me to upgrade my account
    I cannot do anything
    Pls talk to me

  • omegatx

    It would be nice to have a feature where you can enable receiving the the form data on incomplete payments. In other words, when a person has a problem completing the transaction, their form email would still be delivered. Because we fail to receive a payment notification that matches the form mail, we will know there is a problem.

    Receiving these form emails would enable us to avoid having to log in each day. We love the adjustments you have made in the process, but adding this enable feature would be a further help for those who do not experience high volumes of payments.