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    Missing Submissions: payments have been received, but submissions do not show in our account.

    Asked by ldoody on February 09, 2017 at 02:26 PM
     Good afternoon,
     
    We have students calling saying the website it not working yet their payments are showing in Authorize.net.
     
    The student we just spoke with submitted a payment that was declined.  He submitted another payment which was accepted but he could not tell on his end so there was a 3rd payment which we had to void for him.  
     
    This activity was not reported last week and we are getting a lot of calls regarding this.  All charges are getting to Authorize.Net but not showing on the Jotform Submissions or are we getting emails of all transactions from Jotform.  The submissions are sporadic and do not match what is reported to Authorize.net.
     
    This item is critical for us at this point to determine why the form is not working as it was.
     
    Thank you!
     
     
    Page URL:
    https://www.fameinc.com/sls-payment/

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    JotForm Support

    Answered by BDAVID on February 09, 2017 at 03:58 PM

    What is the form where the payments come from? Could you share the details such as name and email address of the payments you received in Authorize.net, but did not post on your submissions view

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    Answered by ldoody on February 09, 2017 at 05:16 PM

    The form is called SLS Payments Form and is under the Figuereo account.

    Attached is an image of transactions posted to Authorize.Net.  The highlighted items are posted but do not appear in the Jotform submissions nor are we receiving an email.  It looked like it was tied to the Trans Status of Authorized/Pending Capture but we do have record of receiving emails of other transactions with that same trans status.   

    Thanks!

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    JotForm Support

    Answered by BDAVID on February 09, 2017 at 06:39 PM

    Your image did not post. We need this to forward it to our back-end team. Please load the link of this thread in your browser: https://www.jotform.com/answers/1061935 

    Then upload the screenshot as shown on this guide: https://www.jotform.com/answers/414264-How-to-include-screenshot-image-in-the-support-forum 

    Let us know if you need more help.

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    Answered by ldoody on February 10, 2017 at 11:08 AM

     

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    JotForm Support

    Answered by BDAVID on February 10, 2017 at 12:16 PM

    I have forwarded this to our back-end team. You will be notified via this thread when there is any update.

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    Answered by ldoody on February 14, 2017 at 11:05 AM

    Good morning,  

    Can we please get a status on this escalation?  It seems to have been identified after the new update and it's causing an extreme amount of extra validation on our part just using this form to match Jotform Submissions with Authorize.Net.   Prior to last week we were able to work off the emails sent from Jotform alerting us of a transaction.  Now we need to use both Jotform and Authorize.net.

    Your assistance is greatly appreciated.

    Thank you.

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    JotForm Support

    Answered by BDAVID on February 14, 2017 at 12:35 PM

    I see this issue has been assigned to one of our developers already, however, there isn't any update yet. Unfortunately, we do not have an estimated time-frame for a resolution.

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    Answered by figuereo on February 14, 2017 at 12:36 PM

    Thank you for your response.  We look forward to finding a solution. 

    Thanks!

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    Answered by ldoody on March 09, 2017 at 09:55 AM

    Can we please get an update on this issue?  We are still having the same issue where we are not receiving all emails from Jotform when payments are processed through Authorize.net.

    This is an administrative headache and we may need to look for another form solution other than JotForm if this cannot be resolved.

    Thank you for your attention to this matter.

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    JotForm Support

    Answered by BDAVID on March 09, 2017 at 11:48 AM

    We apologize for the inconvenience. Unfortunately, we have not received any updates yet from our back-end team, and we do not have an estimate time-frame for a resolution.  I will send them a message. Hopefully we can get updated soon.

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    Answered by FCPH280 on March 28, 2017 at 08:41 AM

    Hello, 

     

    We are having the same issue. We haven't received any of our form submissions since the new JotForm was introduced. This can't happen as we have many clients that use our online form services. Any update on this issue? 

     

    Thank You!

    Franklin County Public Health 

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    Answered by FCPH280 on March 28, 2017 at 09:26 AM

    Nevermind. We're good. We found out what the problem on our end is. Thanks anyways!

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    Answered by ldoody on March 28, 2017 at 10:04 AM

    Perfect!  Thank you!

    We look forward to having this resolved.