Payout Issue: Not Receiving Payments from Modest Mama Registration

Hello,

I haven’t received my payouts from the Modest Mama registration. I’ve reached out several times. I don’t know what to do. I’ve reached out to square, Cash App, stripe … no one can help me. I’m not sure where the money is going. Can someone please help me get this resolved

Hi Gabrielle,

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

I don't know this information and our support team will handle your request.

Reach out again if you need any other help.

Hi Gabrielle,

I checked the form you’re referring to, the “Modest Mama” registration form. I can see that some submissions include a transaction ID, which confirms those payments were successfully processed.

However, other submissions do not include a transaction ID, which indicates the payment was not completed or was not successfully processed for those entries.

This happens because the Product List field in your form is not set as required. As a result, users can submit the form without selecting or paying for any items, which leads to submissions being recorded without a corresponding transaction ID.

I recommend setting this field as required. This ensures users must complete the payment step before submitting the form, preventing submissions without a transaction ID. Let's walk you throuhg it:

1. In Form Builder, click on your Product List field, click on the Gear icon
2. In the menu on the right side of the page, under the General tab.
3. Toggle Required to the On position.

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

How do I get the Money that was submitted?

Hi Gabrielle,

The payments go directly to your connected Stripe account, and you can receive the payout from there. You need to log in to your Stripe dashboard to view the funds. Submissions without a transaction ID mean the payment wasn’t completed, so no money was collected for those entries. To avoid this, set your Product List field as Required so users can’t submit without paying.

Reach out again if there’s anything else we can help you with.

So are they going to stripe or Cash App? Because I don’t see it in neither

Hi Gabrielle,

When your form is connected to Cash App Pay, the money from each successful submission goes to the Square account you connected in the Cash App Pay settings. Then, Square handles depositing those funds to the bank account or Cash App balance you’ve set up on your Square side. Since some submissions have a Payment ID, you can check your Square Dashboard to see if the transaction is completed, pending, or failed.

Reach out again if you need any more help.

I just set up square. I didn’t have one originally. So if I connect it now will my payments go there ?

Hi Gabrielle,

Connecting Square now will only affect future successful payments. It does not move or resend any past payments, and it does not create new payouts for submissions that already happened. For each submission, the money only goes to the payment processor account that was actually connected at the time the payment was completed.

Now that you’ve set up and connected Square, any new successful payments made through Square on your form will go to the Square account you just connected, and then Square will handle depositing those funds to your linked bank account or Cash App balance.

Let us know if you have any other questions.

So how can I get my previous payouts ? Is it lost

Hi Gabrielle,

Jotform does not hold or route your money internally. For each submission, the funds go directly to whatever payment account was actually connected and successfully charged at the time of payment (for example, a specific Square, Cash App Pay via Square, or Stripe account). For your earlier payments, there are two key points:

• If a submission has a valid Transaction/Payment ID, that means the payment was successfully processed by the payment processor that was connected at that moment. The money is in that processor’s ecosystem (for example, a particular Square or Stripe account), not in Jotform, and it cannot be redirected to your new Square account after the fact.
• If a submission does not have a Transaction/Payment ID, then the payment was never completed, so no funds were collected for that entry and there is no payout to recover.

Let us know if there’s anything else we can help you with.