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

    Form Payment

    Asked by TanenbaumCHAT on January 20, 2017 at 10:11 AM

    Hi ,

    Our re-registration form has been collecting 500 dollars for a while.
    We now added a 100 dollar late fee.

    We have been collecting 600 dollars for a week now.

    Today - someone managed to pay only 500 dollars.

    The link is 



    Please see submissions for Berman

    Please advise how this is possible.
    I want to prevent this from happening.

    Page URL:

  • Profile Image
    JotForm Support

    Answered by John_Benson on January 20, 2017 at 12:34 PM

    I did a two test submission and I was not able to replicate the issue. I was charged $600.00. It should show 2 incomplete payments. You can just mark it as complete payment. 

    I also checked your payment field and you enable it as required. 

    I also checked the products and I can see that both of them are marked as "Required".

    Also, the "Users Can Select Multiple Products" option is also enabled which is correct.

    The payment field will automatically show the total amount which is $600 because the 2 products are selected by default.

    If the issue persists, please let us know. Thank you.

  • Profile Image

    Answered by TanenbaumCHAT on January 20, 2017 at 12:46 PM
    It sounds like all that I needed to do on the form was done accurately -
    what I am not sure of is why that happened and how to prevent it from
    happening again.
    Is it possible the payor managed to complete a form he / she began when the
    payment was only 500 dollars?
    Something is weird.
  • Profile Image
    JotForm Support

    Answered by Welvin on January 20, 2017 at 02:30 PM

    If the form is embedded on your website, then it's possible that the payor sees the old/cache version of the form containing just the $500 amount. You can ask the user to pay you manually the $100 USD or refund the first payment and ask to re-submit the form.

    Also, please monitor the form and let us know if the issue will happen on new form submissions. I would also suggest checking the form on your website to see if the changes are shown there.