Integration: customers are billed twice

  • IndianaPrimetime
    Answered on March 13, 2017 02:55 PM

    We have had an issue with users filling out payment forms 1 time and then being billed multiple times.  I have added a CAPTCHA, switched to an iframe, and have updated the form as recommend the last time we had this issue, yet it is still happening. Please advise ASAP. If we can not get this figured out, we will be forced to find another form ooption. 


    Thank you. 

  • Welvin JotForm Support
    Answered on March 13, 2017 06:19 PM

    I checked the duplicates on the submissions page of your form, the timestamp of the duplicates are different from the first submission, some are minutes away. I think the user thinks that the form didn't submit so they click it twice/multiple times. The form won't submit until the card verification/security protocols are met.

    I'm forwarding this thread to our developers so they can investigate further. If we find something useful, we will let you know here. For the meantime, I would suggest adding a note before the submit button advising users not to click the submit button twice and wait until they see the thank you message.

  • Özlem JotForm Developer
    Answered on May 26, 2017 10:03 AM

    Hello @IndianaPrimetime,

    I have checked your submissions for your 'Payment Form', but it is seen that you have approximately 3K submissions for that form. It is also seen that some customers submit your form multiple times. In other words, they submit your form after a time, not immediately. These submissions don't mean 'duplicated', so we need to find two submissions that were submitted by the same customer simultaneously. 

    Could you please confirm us about the issue? Are there such users you noticed? Submission date/time should be almost the same to be "double billed". Share the information such as Submission Date, IP, Name, Email etc. of the customers who are double billed. 

    Please also confirm your expression "The issue happens when a user submits via a cellphone.". You mentioned this in another thread. (My-clients-are-being-double-billed)  

    On the other hand, website URL you shared above cannot reachable now. 

    Authorize Screenshot 0

    Finally, you already opened different threads about the same issue. It makes difficult to follow and solve your issue. Please send your answers only this thread: 


    I'll be awaiting for your reply.

    Thank you.