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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.

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    I am receiving emails from Jotform "New Submission: Application for Exhibit Space" and it does not have any payment info. Help!

    Asked by Merry Green  on December 12, 2016 at 05:06 PM

    One is dated 11/30 from Heavenly Jewelry, Inc. but not payment info

    Page URL:

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    JotForm Support

    Answered by Chriistian on December 12, 2016 at 11:03 PM

    I checked your form titled Application For Exhibit Space, and it looks like your Stripe payment field is not set to Required. Since it is not required, this means a user can submit the form without selecting any product on your form. 

    From what I can see, it seems like there is no payment info in the Heavenly Jewelry, Inc. submission because they did not enter any payment information to begin with. This may also be the case for the other submissions with no payment info.

    I would suggest to turn on the Required option of the Stripe payment field to make sure that your users will select a product from the payment field and input their card details before they submit the form. Simply click on the payment field and click the Required button on the properties menu as seen here.

    If the issue still persists, please do let us know.


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    Answered by merrygreen on December 29, 2016 at 11:30 AM

    We are still having this same issue even though the form was switched to requried on. Can you please take a look and see if there is something we missed?

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    JotForm Support

    Answered by BJoanna on December 29, 2016 at 01:06 PM

    I have tested your embedded form on this page http://www.theblackwomensexpo.com/application-for-exhibit-space/, but I was not able to submit the form without selecting a product inside of payment field and without entering credit card details. 

    I have also cloned your form and made a test on my cloned form in test mode and payment field details are shown inside of email Notification.

    I have also checked submission page of your form and you received only one payment submission this month on Dec 1st.

    Also latest submission of your form was more then 2 weeks ago on 2016-12-16. I have also checked email log and that was latest submission that you received. 

    submission you mentioned from Heavenly Jewelry was on 11/30 and at that time your payment field was not required. 

    Can you test your form again?

    Let us know if you need further assistance.

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    Answered by merrygreen on January 04, 2017 at 10:42 AM

    Is there a way to have the jotform notify us that the payment has been declined by the customers bank when that issue occurs?
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    JotForm Support

    Answered by John_Benson on January 04, 2017 at 12:30 PM

    I have moved your new question to a new thread in order for us to assist you properly. Here's the new thread URL: https://www.jotform.com/answers/1025377. Please wait for our reply there shortly.

    Thank you.