Stripe error saying expiration month should be in numbers is shown to some users

  • Ann Kristin Hartmann
    Asked on February 14, 2017 at 5:27 AM

    Hi 


    Several of our customers are giving us feedback, saying that they are not able to add expiry date for their credit card in our form. They select month and year, but are getting an error message saying that "month" has to be in numbers, but they cannot select numbers by default, only "January, February" etc.. 

     

    So 

    1. They enter their information and select for example "January" 

    2. They submit but get an error message saying "Select number for expiry date". 

    The form does not allow numbers by default, only by name. 

     

    So what are the customers supposed to do then? :/ 

    Page URL: https://form.jotformeu.com/61172836341352
  • Boris
    Replied on February 14, 2017 at 8:49 AM

    Thank you for advising us about a possible issue with the Stripe payment field. I have cloned your form into my account for testing, and the cloned form appears to be submitting successfully:

    Stripe error saying expiration month should be in numbers is shown to some users Image 1 Screenshot 30

    Same with some of the other Stripe integrated forms we tested on - we could not replicate such issues.

    I have also checked the submissions you are receiving on your form 61172836341352, and it seems you are still actively receiving new submissions / payments successfully:

    Stripe error saying expiration month should be in numbers is shown to some users Image 2 Screenshot 41

    Based on this, the issue appears to be affecting only some of your users. Are they using the same direct link you've shared above to access your form, or is the form embedded on a website?

    Have you noticed anything specific or in common about those users for whom the payments are failing - such as if they have any special characters for their name, or something else in common?

    Finally, would you please ask one of your users to send us a screenshot of the error they receive, so that we can check whether this is something being presented directly on the form, or returned by Stripe upon submission, or something else.

    So far, the Stripe payment field appears to be functioning fine here, so that is why we would need some more information from you in case you are still experiencing these issues.

    One thing that might help is to try re-integrating your form with your Stripe account. I have also cleared your form cache to ensure that your users are getting the latest version of your form when they try to access it.

    Please let us know how it goes.