Customers are having issues submitting one of our forms

Hello!

Some of my customers are having trouble submitting one of our forms. other customers are not having any problems at all. We are also not receiving any incomplete submissions like we normally do when customers do not complete the payment part of the form.

I cannot figure out where the issue is.

Hi twmartialartsacademy,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Let me help you with that: It sounds like there may be an issue with the payment part of your form since incomplete submissions are not showing up. Could you please confirm which payment gateway you are using? This will help us identify the problem more precisely.

Give it a try and let us know how it goes.

Best regards,
Jotform Support

Paypal integration

Thanks for confirming the PayPal integration. Please note that the "PayPal Checkout" is a discontinued product, so you must switch all your related forms to use the standard PayPal integration instead. Also, make sure to enable the Incomplete Payment Notification Emails in your PayPal settings to track any unfinished payments. Let me know if you need guidance on switching or setting this up!

we are using that. most of our customers are not having any problems but others are still having issues completing the payment. it seems to just buffer

Hi twmartialartsacademy,

Thank you for the update. A member of our Support Team has taken over your case and will assist you further from here.

Best regards,
Jotform Support

Hi twmartialartsacademy,

Is the issue happening from your After School Registration 2025-2026 form? I cloned and tested it, but I was able to submit the form. Check out my screencast below:

Can you share with us a screenshot of what your customers are getting when they try to submit the form and pay? Let me show you How to Post a Screenshot to Our Support Forum:

1. On the Help Center page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

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

I will ask. It seems to be inconsistent. I have had multiple say they are not able to submit it. Others are having no problem at all.

Can you see why we arent getting any incomplete submissions like we used to?

Hi twmartialartsacademy,

Incomplete Payments are only created if the form is successfully submitted and the payment is then abandoned or fails. If the PayPal window never opens or the submission isn’t triggered, nothing will appear in that list. Here are the options you can take to solve this:

• Test the direct PCI link, After School Registration 2025-2026, and see if you can complete a payment.
• Have affected users try an incognito window with ad blockers and third-party cookie restrictions disabled?
• Set the Unique Submission to No Check.
• Review CAPTCHA/spam protection.
• Confirm the integration is PayPal Business and reconnect your account if needed. For verification, you can temporarily add a low-priced test product (e.g., $1) and complete a few real transactions.

To help us investigate further, can you provide 2 or 3 examples of when the issue occurred, with time zone, the browser and device details of affected users, a screenshot or short video showing the issue, and whether PayPal login or Guest Checkout was used? Once we have this information, we can run targeted tests and escalate to our backend team if necessary. After we hear back from you, we’ll have a better idea of what’s going on and how to help.