Payments Not Showing On PayPal

I set up a form to allow people to preregister and pay for admission and camping at an event our canoe club holds every year. I thought I set it up correctly, received copies of the registrations, but non of the payments have shown up on PayPal?

Hi Richard,

Thanks for reaching out to Jotform Support. Please note that payments are processed via the payment gateways integrated into the form. For example, if you've chosen PayPal payment integration, payments will be deposited into your PayPal account.

Please check your PayPal account for incoming payments. If the problem persists, please enable your form for us to check and see what's going on.

Let us know if there’s anything else we can do for you.

I checked PayPal. I have three forms for our club. One is a membership form, one is a downriver race preregistration form and the third is the preregistration Gate and Camping passes. The first two showed up in PayPal but the third did not. And I am not sure why. Did I screw up and no one was charged for preregistering for Gate and Camping Passes? But no one (out of 50 preregistrations) mentioned not being charged?

Hi Richard,

I've checked out your 2024 Rendezvous Camping and Gate Passes  Please note: Pre-registration will end Wednesday, May15 at 9 PM. In your PayPal Personal integration, you have enabled the Authorization Only option that means you can capture your form filler's payment information and charge them at a later time.

When I checked out your submission table; it seems there are 67 pending payments, can you please check them out?

If the issue persists, you can provide this traction ID to the PayPal support, they can help you to locate the traction entries.

Here is a helpful guide on how the payment Authorization works.

Let us know how it goes.

I checked PayPal. I have three forms for our club. One is a membership form, one is a downriver race preregistration form and the third is the preregistration Gate and Camping passes. The first two showed up in PayPal but the third did not. And I am not sure why. Did I screw up and no one was charged for preregistering for Gate and Camping Passes? But no one (out of 50 preregistrations) mentioned not being charged?

Hi Richard,

Have you tried my colleague's suggestion above? I checked your payment integration, and it appears to be set up correctly. If you received the submissions, but no payment was sent to your PayPal account, it could be that it is still in the pending payment section, and you have to mark it as Completed. Let me show you how:

1. In My Forms page, select the form and click on Submissions.

2. In Jotform Tables, click the three vertical dots and go to Pending payments entries.

Can you give it a try and let us know what happens? If you're still having the same issue, we'll do a more in-depth investigation and work on finding a solution.

Keep us updated and let us know if you need any more help.

Angeli,

Well, I tried what you suggested and all of the pending charges disappeared; unfortunately, they also did not show up on PayPal. I am now assuming that I have lost all of those potential payments. I don't know if you can help, would love it if you could. This is a lot of money to lose for a small canoe club.

Rick Bloom

Hi Rick,

I understand what you’d like to do, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

Thanks for your patience, we appreciate it.

Hi Rick,

After carefully checking, it appears that the pending submission that you completed has been added to the main submission list. Keep in mind that the way how the complete button works in the Pending Submission is that it removes the submission from the Pending Payments, and adds it to the main submission list, but it will not charge the uncharged users. You can check our guide about Understanding PayPal Incomplete Payments to learn more.

You can try reaching out to PayPal Support and have them check if there are any pending payments on your account. If they do not find any, please reach back out to us, so we can do a more in-depth investigation.

Once we hear back from you, we can move forward with a solution.

Checked PayPal, the only pending payment is one I made a few days ago to test the form.
On Monday, June 24, 2024 at 10:54:38 AM EDT, Jotform <noreply> wrote:

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Payments Not Showing On PayPal
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HiRick,
After carefully checking, it appears that the pending submissionthat you completed has been added to the main submission list. Keep in mind thatthe way how the complete button works in the Pending Submission is that itremoves the submission from the Pending Payments, and adds it to the mainsubmission list, but it will not charge the uncharged users. You can check ourguide about Understanding PayPal IncompletePayments to learn more.
You can try reaching out to PayPal Support and have them check if there are any pendingpayments on your account. If they do not find any, please reach back out to us,so we can do a more in-depth investigation.
Once we hear back from you, wecan move forward with a solution.
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</noreply>...

I just checked and there are no pending payments on PayPal, except for one I made to test the form a few days ago. And if I download an activity report for the last three months from PayPal. Payments from our Membership Form and Race Preregistration Form all show up but not any Gate Preregistrations.

Hi Rickpb,

Can you tell me if you received a confirmation from PayPal that the payment has been made? If so, please contact PayPal Support as suggested by my colleague why there were no payments received from your end. Keep in mind that you should receive an email from your form and one from PayPal confirming that someone has completed the payment. The amount should be visible in your PayPal dashboard if you receive an email from PayPal. If not, there hasn't been a full payment. I would advise requesting that your clients see if they have received a payment confirmation from PayPal. 

Keep us updated and let us know if you need any more help.

I have all of the Gate Passes form emails archived and now looking over them, some look like they were processed and a few have pending on them. But, none of them ended up actually being sent to PayPal.

Hi Rickpb,

In the emails, you should find a Transaction ID number like you see below:

Could you please consolidate the Transaction IDs for the submissions where the payment is not visible in your PayPal account?

Once we hear back from you, we'll be able to help you with this.

Wow, to the best of my ability, I have consolidated the transaction # from my emails. Not sure how you want them. I have them on an exel file but not sure how to attach it here. Here is a copy of the raw numbers:

Also, none of those numbers or names are on our last three months of PayPal payments.

Hi Rickpb,

Can you please share with us the Google Sheet or the Excel sheet link via Dropbox or the Google Drive? It needs to be set for the accessible for the public so, that way we will be able to check it out. Meanwhile, I also suggest you to reach out to PayPal support immediately as the payment processed via PayPal, not via Jotform. The transaction number generated from the PayPal so, they will be able to investigate the issue more in depth.

Let us know how it goes.

Here is my dropbox link: https://www.dropbox.com/scl/fi/liyerp4dsb589w3fn0ar4/Transaction-ID-N-Jotform-2024-Gate-Preregistrations.xlsx?rlkey=cg0q02fynlwx47ytiox57slks&st=fpzvr844&dl=0

Just talked to PayPal. They noted that the payments registered there but because of the "Authorization" setting, they needed me to ok them. I didn't and after 30 days they expired.

Hi Rick,

PayPal gives you 30 days to capture the payment for the Authorization payment. If you don't do this within their time frame, transactions made will automatically be canceled. Customers will not be charged.

The problem with this is you'll have to ask your customers to resubmit the form, so payments will be successful.

To learn more, please check out article on How To Enable Payment Authorization.

Reach out again if you need any more help.

Hoping for an easy fix, but apparently not. Just wrote emails to all the Preregistered folks asking for their payment by mail. Already have a few replies that said they would pay.

Thanks for all your help, will be very careful about not enabling that "Authorization" button next year.