PayPal Personal: Missing payment submission

Buongiorno Un utente ha compilato il seguente form ma non mi è arrivata copia in email e non risulta nemmeno dalle risposte che ho provato a consultare online.

https://form.jotform.com/promoslide/accreditopde

Però il pagamento è arrivato regolarmente tramite PayPal

Hi promoslide,

Thanks for reaching out to Jotform Support. Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, I checked your form and submissions but I did not find the one with the similar data on the screenshot. I also did not find it in the pending payments section. Can you share the PayPal transaction ID? Here's an example of a transaction ID from one of your submissions: 83F59600PS655503P.

Let us know if there's anything else we can help.

Codice transazione

2J744150XV137135J

5F9007808X4103158

Hi promoslide,

Thanks for getting back to us. Let me look into it and get back to you with a solution.

Thanks for your patience, we appreciate it.

Hi promoslide,

Thanks for your patience. I reviewed the information, and it appears that the payment details have already been forwarded to PayPal. Additionally, I checked our Email Logs and confirmed that the confirmation email was sent to the user. Please refer to the screenshot below:

Reach out again if you have any other questions.

No mi spiace ma hai commesso un errore.

Questa compilazione non prevede alcun pagamento.

Stai facendo confusione.

Vi prego di fornirmi assistenza urgente

Hi promoslide,

I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Hello promoslide,

Thanks for reporting the issue.

We've successfully restored submission 5986837428813361474 of your form 60654417469968 with all recoverable answers.

We've also identified and fixed root cause of the issue to prevent happening again.

Should you need any further assistance or have another questions, please let us know.

Thanks