Not all submissions are showing

  • Profile Image
    simpletreasuresinfo
    Asked on January 25, 2017 at 03:22 PM
    Hello!
    I'm new to jotform and I'm having some issues. I just paid the yearly fee
    a couple weeks ago.
    There's been a few times when I've seen a form come through and then I go
    back to find it and it's gone!
    Not sure what is happening. I've caught it twice, and I hope I haven't
    missed any others....that would be bad...I'm really counting on this being
    accurate.
    The name popped up in the viewer and then I used the arrows on the sides to
    sort through and then it was gone.
    Can you help?
  • Profile Image
    david
    Answered on January 25, 2017 at 03:57 PM

    Do you happen to have the submission ID#, the specific date/time or email address an autoresponder was sent to for the the submission(s) that went missing?  We can check what happened to them specifically.  Let us know what you can and we will see what we can find.

  • Profile Image
    simpletreasuresinfo
    Answered on January 25, 2017 at 03:59 PM

    I wish I had any record of it.  I know I saw the name pop up at the end of my feed in jotform, and then as I scrolled back and forth through the submissions, it disappeared.  I know that sounds crazy, but I KNOW I saw it.  At least two different times.  

  • Profile Image
    david
    Answered on January 25, 2017 at 04:00 PM

    Keep an eye out.  This is definitely not something that should be happening if it is.  If you can let us know right when it happens, we can check the most recent submissions to see what caused it.

  • Profile Image
    simpletreasuresinfo
    Answered on January 30, 2017 at 01:45 PM
    Hello!
    I just caught another submission that didn't show up on my form. She just
    barely filled it out. I saw it in the forms submitted, and now it's gone.
    I don't have the submission id, but it was just a few moments ago under the
    name Jamilyn Richards. I know it was there because I reviewed it right as
    it came in. Now it's gone. (:
    The submission ID's that sandwiched that one are 361461075247335920
    and 361605003745357416
    and 361606527745151932 was around the same time as well.
    Please help! I'm getting really tired of asking people to fill out my form
    again!
    Another question: I have to add fields to my google doc to get it in a
    format so I can easily copy/paste submissions into my master spreadsheet in
    Excel. The jotform integration won't allow me to add fields. I can add
    fields to the google doc, but the jotform submissions just go in in the
    same order as original. It doesn't go by the headers. Any recommendations?
    Another integration idea?
    Thank you!!
    ...
  • Profile Image
    david
    Answered on January 30, 2017 at 02:03 PM

    I checked our email logs for anything with that name and I can't seem to find anything.  From the 28th, there is only the one from Glen Brock.  From the 30th, only Jennie Thacker.  This looks to be consistent with your submission data.  The one before that in our logs is Kathryn Jones.  I am not sure where the phantom submissions are coming from, but there is no log of them on our end as far as I can tell. 

    As for the Google Docs spreadsheet integration.  The integrated sheet should not be updated.  You can, however, copy the contents of that sheet to another sheet using import range:

    https://support.google.com/docs/answer/3093340?hl=en

    Then edit the new sheet, leaving the integrated sheet intact.

  • Profile Image
    simpletreasuresinfo
    Answered on January 30, 2017 at 02:45 PM
    That's is exactly it. The submission isn't showing. I reviewed it and saw
    it there, and no it's GONE! I know there has been at least 3 instances
    when this has happened to my submissions. Possibly more that I haven't
    caught yet.
    I'm super frustrated. I was really impressed with Jotform at the
    beginning, but now, I just don't feel like I can count on it.
    I would like a refund of my yearly fee that I paid recently.
    ...
  • Profile Image
    david
    Answered on January 30, 2017 at 03:02 PM

    I checked a bit further and here is the submission ID for Jamilyn Richards 360876524721172390. 

    The submission is from January 22nd which is why it didn't show up in my initial search. If this is not the submission you are looking for, let us know and we will see what else we can find.

    There are also two submissions that were deleted on January 17th. 

    Everything looks to be intact.

    We can absolutely cancel and refund your subscription.  Keep in mind this would put your account over limit and the year end sale pricing is no longer available.  Let us know if you would like to proceed and we will take care of the refund.

  • Profile Image
    simpletreasuresinfo
    Answered on January 30, 2017 at 03:46 PM
    Ok, so why do you show it was entered on January 3 and 4 and on my end it
    shows she was entered on January 22?
    The other two submission I know of are Anna Kuma, and Kathryn Jones. Do
    you mind checking those out?
    I don't even know how to delete submissions. I have deleted a few
    duplicates from my google doc integrations, but not from the jotform
    directly.
    ...
  • Profile Image
    david
    Answered on January 30, 2017 at 04:00 PM

    Anna Kuma is there and Kathryn Jones are both there:

    While viewing your submissions, you can search at the bottom:

    https://www.jotform.com/help/269-How-to-View-Form-Submissions

    If there is anything else that might be missing, let us know and we will be happy to have a look.