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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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    Client being charged twice.

    Asked by milkpond on February 06, 2017 at 08:53 PM

    I refer to my last email regarding a client being charged twice. I can now see in the submissions there are definitely 3, exactly the same forms which she has been charged for on her credit card, and I am very worried she will be charged again. Not a happy lady. I will need to refund her for the second time now.

    Please help me.


    0409 129189


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    JotForm Support

    Answered by liyam on February 06, 2017 at 11:49 PM

    Hello Nadine,

    It looks like the page is getting refreshed on the thank you page.

    Can you try enabling unique submissions on your form? This way, a user can be prevented from making more than one submission on your form. You can check this guide for more information: https://www.jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form

    If you have other questions, please let us know.


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    Answered by milkpond on February 07, 2017 at 12:45 AM
    Thank you for your response.
    Will this prevent them from going back into the form and making another order? because sometimes the clients forget something and send another submission.
    The one is a mystery as she only visited the page once on the 02/02/17.
    Is there any other why to resolve this?
    Can I still cancel the one from yesterday or would the transaction process already started with her credit card?

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    JotForm Support

    Answered by Chriistian on February 07, 2017 at 03:00 AM


    By setting a unique submissions to your form, it will prevent your users to submit your form multiple times. But if you choose to set unique submissions by checking the cookies only, it will not fully prevent multiple submissions. If cookies are cleared or the cookie has not yet been stored, the form will allow duplicate submissions.

    Is your form embedded on a website? If so, please provide us the site's URL so that we can further check the issue.

    We'll be waiting for your response.

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    Answered by milkpond on February 07, 2017 at 04:45 AM
    Thank you again for your prompt response.
    The form is on my website just as a link to the jotform. My website is www.ncsphotos.com.au
    Click 'Order forms' and it's the button for 'Glenaeon Rudolf Steiner school'order form.
    Thank you so much.
    Could it be possible the user clicked a re-occurring payment in the credit card process?thanks again Nadine
    Sent from the road.....
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    JotForm Support

    Answered by Chriistian on February 07, 2017 at 05:00 AM


    If it is just a link to the form, it is not the reason why the issue occurs. However, please try to set up a unique submissions to your form, and see if this solves the issue.