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    Why I didn't receive the submission?

    Asked by lisatait on April 01, 2017 at 11:29 PM

    I recently updated my "getting to know you" form and embedded it on my website - a client filled it out and it was never recorded. She just let me know that she filled it out a few days ago and I never received it. I just checked my submissions and I didn't see hers. Please help!

    Page URL:

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    JotForm Support

    Answered by Nik_C on April 02, 2017 at 05:44 AM

    I did a test submission in your form (please ignore it) and I wasn't able to replicate this issue. The submission appeared in submissions page:

    And it was sent according to our logs:

    So it could be that the form wasn't submitted properly. Are you sure that your customer submit it and saw the Thank you page?

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    Answered by lisatait on April 02, 2017 at 09:04 AM

    Thank you!  I just tested it myself on both Safari and Chrome and it hung after clicking submit.  It got stuck on please wait.  


    Having said that, I'm going to check in with my client again - it's possible the fault was on her end...

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    Answered by lisatait on April 02, 2017 at 09:07 AM

    I saw your form under "submissions" - is it possible the client didn't wait for the thank you page and it hung for her as well?  Why would it be hanging like this for me?

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    JotForm Support

    Answered by Kevin_G on April 02, 2017 at 11:18 AM

    I have checked your form and I can see what you're referring to, the form seems to get stuck on please wait when trying to submit it on your embedded webpage. The form works fine when it is submitted through its direct link. 

    Here's the error I can see when tried to submit it through your webpage: 

    I would suggest you to try re-embedding your form using the iFrame code, that should help to avoid any conflict. Here's the guide to get it: https://www.jotform.com/help/148-Getting-the-form-iFrame-code 

    Do let us know how it goes. 

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    Answered by lisatait on April 02, 2017 at 08:28 PM

    Thanks Kevin - I'll try that.  I think my previous version was embedded using iframe.  Stay tuned...

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    Answered by lisatait on April 02, 2017 at 08:36 PM

    Using iframe seemed to do the trick - thanks!  I only wish I had figured this out before I lost that client's info.  Oh well, live and learn.

    When did jotform start branding the thank you page?  Is there a way to disable that (paid or otherwise)?


    Thanks again all!

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    Answered by Ian on April 02, 2017 at 10:18 PM

    I am glad that the issue got resolved for you.

    I am moving the other question to another thread at https://www.jotform.com/answers/1109455

    You will be replied shortly on that thread.