Incomplete Payment Section: 'Mark as Complete' Button Not Responding

Hi,

I am trying to retrieve a form which is in Incomplete Payment section

Link to the form :

https://form.jotform.com/thacwellness/9wc-follow-up-form

There is one submission by name Ms. Sakshi Gupta Shah which is under Incomplete Payment, when I go and click on complete, it opens a popup with this text "Mark as completed? This action will trigger autoresponder emails, notification emails, and other related form automation actions." and an option to cancel or Mark as complete.

When I click on Mark as complete, nothing happnes. It doesnt move. I have done this many a times in the past and it has always worked.

I have cleared cache twice, its still the same.

Hi Anju,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

Regarding the issue with marking a submission as complete in the Incomplete Payment section of your form, here’s how the process normally works and what you can do:

How to Mark Incomplete Payments as Completed:

1. View the submission details in the Incomplete Payments section of Jotform Tables.
2. Click on the Complete button at the top while viewing the submission details.
3. When the confirmation popup appears, click on Mark as Completed.

This action should move the submission from Incomplete Payment to your main submissions table and trigger autoresponder emails, notification emails, and other related automation actions.

Important Notes:

• Marking as completed does not retry the payment or charge the user again; it simply moves the submission to completed status.
• Submissions marked as completed manually will count as payment submissions if your payment connection is in Live mode.

Since you mentioned clicking "Mark as Completed" does nothing, and you have already cleared your cache, this could be a temporary glitch or browser-related issue.

Here are some additional troubleshooting steps you can try:

1. Try a different browser or incognito/private mode to rule out browser extensions or cache issues.
2. Ensure your payment integration is active and in Live mode because incomplete payments can only be marked complete if the payment gateway is properly connected.
3. Check if there are any form or account restrictions that might block this action.

If the issue persists after these steps, it may require further investigation on the platform side.

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

I have tried different browser, mobile, connection and antoher colleague to check.
Payment integration is live and active. there is no issue there.

You tell me what type of form or account restriction will I have which might block this action.

Hi Anju,

To better understand what's going on, it would be helpful if you could share a screenshot of the console logs, right after you click the Mark as Complete button. You can check out this guide to see how. Once you have the screenshot here's how to post it to our Help Center:

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.

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