Encryption Feature: Unable to submit encrypted form if payment integration is hidden

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    UniversAnglais
    Asked on January 11, 2017 at 04:22 PM

    Hello,

    The forms on our website used to work but they suddenly stopped working. When clicking on "Submit", the button only says that it's processing the request but then freezes there.

     

    I realized that by NOT encrypting the form, everything works again, but then I can't see the previous submissions anymore as they are encrypted. I'm OK with leaving the form unencrypted, but how do I get to see the information on my forms again?

    Thank you,

  • Profile Image
    Kiran
    Answered on January 11, 2017 at 07:29 PM

    I have tried submitting your form using Check and credit card options. I am able to see that the Thank you page is displayed normally when Check is selected.

    Since I used a test credit card number, it displayed an error that the card has been declined.

    The form seems to be working fine at my end. Are you still experiencing any issue with the form embedded on your web page. Please try submitting the form on a private/incognito window or a separate browser.

    Please get back to us if you need any further assistance. We will be happy to help.  

  • Profile Image
    UniversAnglais
    Answered on January 12, 2017 at 01:16 AM

    Yes, but as I said:

    I realized that by NOT encrypting the form, everything works again...

    But then I can't see the previous submissions anymore as they are encrypted. I'm OK with leaving the form unencrypted, but how do I get to see the information on my forms again?

    So my question is: how do I get to see the information on my forms again?

    Thank you for your help.

  • Profile Image
    Charlie
    Answered on January 12, 2017 at 04:53 AM

    Hi,

    I was able to replicate the problem, the "Please wait..." message is being stuck if the payment field is actually hidden during the submission. Example, the user chooses "Cheque" instead of credit card. Here's a test form I made:

     

    Let me forward this to our developers to have it checked and fixed.

     

    However, I noticed more issues on your setup:

    Issue #1: You have set the product by default to be "Required" and "Selected":

     

    This might cause issues because if you user selects "Cheque", then this won't be displayed BUT at the back the product is still required and selected. I advised that you remove the required option on that product and the selected by default option. If you would like, you can also follow this guide on how to create a proper setup for multiple payment method in a form: https://www.jotform.com/help/182-How-to-Create-a-Basic-Multiple-Payment-form 

     

    Issue #2: Please note that encrypted submissions can only be viewed if the form's encryption is ENABLED. The encryption feature was created to make sure that the submission data is secure to the point that it is most likely for viewing purposes. To learn more about the encryption feature, please see this guide: https://www.jotform.com/help/344-Encrypted-Forms-and-How-to-Use-Them 

     

    We will update you on this thread as soon as the issue regarding payment integration and encryption has been resolved. Apologies for the inconvenience.