What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Character count not working

    Asked by ArborDayPrograms on December 05, 2016 at 10:49 AM

    I have had several of my users complain to me that the character count limits are not working properly on our form.  I have them set to 3000 characters and in most places it isn't accepting them to enter even 400 characters.  Please let me know how to fix this issue.  I've told people to use Internet Explorer because that seems to help the issue for some people, but not all. 

    Page URL:
    https://form.jotform.com/62134436634150

  • Profile Image
    JotForm Support

    Answered by ashwin_d on December 05, 2016 at 11:45 AM

    Hello,

    I did test your form and I am unable to replicate the issue you are having. The "Max Entry Limit" of textarea field seems to work as expected. Please check the screenshot below:

     

    Have you embedded your form in any webpage where it is not working? Please share the webpage URL where you have embedded your form and we will take a look. 

    We will wait for your response.

    Thank you!

  • Profile Image

    Answered by ArborDayPrograms on December 05, 2016 at 12:45 PM
    · Thanks for your quick reply! It is not embedded anywhere. Simply a link taking them to your site. Did you try it on Chrome or Firefox or Safari? About 4-5 people have had the issue so it’s happening, even if you can’t replicate it. This person is the one who is having the issues right now.
    · Submission Date
    2016-12-02 15:36:20
    · IP
    24.224.116.4
    · Name
    Dave Cable
    · E-mail
    dave@treescharlotte.org
    Not sure if you can access his form from the autoresponder link I set up taking them to the application form, but he is currently quite frustrated with the site and I’d love to be able to deliver a solution to him. Thanks for diving into it more!
    Mary
    Mary Sweeney
    Program Manager, Programs
    Work: 402-473-2034 | Cell: 402-202-0193
    Arbor Day Foundation
    “We inspire people to plant, nurture, and celebrate trees.”
    211 N. 12th St.
    Lincoln, NE 68508
    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on December 05, 2016 at 01:29 PM

    Hello,

    I did test your form in Chrome, Firefox, IE & MS Edge and it works in all browser without any problem.

    I did check the form auto-responder you have added in your form but could not locate any form link.  Please check the screenshot below:

    Can you please share the link you have added?

    We will wait for your response.

    Thank you!

  • Profile Image

    Answered by ArborDayPrograms on December 05, 2016 at 01:45 PM
    This is the link: https://form.jotform.com/62134436634150?session=dave@treescharlotte.org
    Mary Sweeney
    Program Manager, Programs
    Work: 402-473-2034 | Cell: 402-202-0193
    Arbor Day Foundation
    “We inspire people to plant, nurture, and celebrate trees.”
    211 N. 12th St.
    Lincoln, NE 68508
    ...
  • Profile Image
    JotForm Support

    Answered by david on December 05, 2016 at 03:42 PM

    I did a fair bit of testing and I am also unable to reproduce this on my end.  I cloned your first form to see if it had something to do with loading form session data, however, character counts appear to work properly with all fields in the session based form as well:

    https://form.jotform.com/62134436634150?session=david@jotform.com

    I checked in FireFox, Chrome and Edge.  All 3 allowed for the full 3000 characters per field.

  • Profile Image

    Answered by ArborDayPrograms on December 05, 2016 at 04:45 PM
    Sigh…okay. So what do I tell people when they are having this issue? You’ve never had anyone else with this issue before?
    Mary Sweeney
    Program Manager, Programs
    Work: 402-473-2034 | Cell: 402-202-0193
    Arbor Day Foundation
    “We inspire people to plant, nurture, and celebrate trees.”
    211 N. 12th St.
    Lincoln, NE 68508
    ...
  • Profile Image
    JotForm Support

    Answered by david on December 05, 2016 at 06:08 PM

    As far as I know, we have not had any recent reports of character counts not working.  I searched  recent open tickets for anything similar and did not find any.  If you can provide us with a way to reproduce the issue, we will be happy to forward it to our developers. 

    You could try setting up the form differently by using an edit submission link to allow for updating their submission data:

    https://www.jotform.com/help/40-How-to-Let-Users-Update-Their-Form-Submissions-at-a-Later-Date

    This would require allowing partial submissions through your form.  Users would then be able to return to their specific submission at a later time to complete it.  If the issue is being caused by being redirected to the second form from the first, this would remedy that issue.  It would also only require a single form instead of using two.

  • Profile Image

    Answered by ArborDayPrograms on December 05, 2016 at 06:45 PM
    That is exactly what I did. The first form – where they submit just their name and email – redirects to the second form – the one that you saw in the link I sent you. The link I sent from the gentleman who was trying to enter his information and got the character count issue was the link you would use to return to it at another time. Your staff set it up for me because it wasn’t working how I originally wrote the code for it so I assumed it was correct. Is that not the case? Is that the reason it might not be working.
    Mary Sweeney
    Program Manager, Programs
    Work: 402-473-2034 | Cell: 402-202-0193
    Arbor Day Foundation
    “We inspire people to plant, nurture, and celebrate trees.”
    211 N. 12th St.
    Lincoln, NE 68508
    ...
  • Profile Image
    JotForm Support

    Answered by BJoanna on December 06, 2016 at 02:00 AM

    You are using session method to allow your uses to save form and continue later

    My colleage suggest you to use edit link and to allow your users to edit their submissions. This way instead of saving the form, they will actually submit the form. You will receive Notification and you will be able to see data that they have entered on submission page of your form. Your users would receive Autoresponder email with edit link and they would be able to reopen the form with edit link, add new data and resubmit the form. This way you would not need to use session method. 

    I was also not able to replicate mentioned issue, when I used session link that @david provided. 

    Do you maybe know if character counter is not working for all Text Area fields or just for one specific field? If issue is related to one specific field, please let us know which one is it.