Payment field is not displaying data for all submissions

  • wjkipp
    Asked on April 7, 2017 at 9:00 AM

    I am downloading the submissions to an excel file and I now see that the My Products :Products tab is missing information for many of my orders.

     

    I need this information. Where did it go? All entries prior to 3/30/2017 is missing this information

    Page URL: https://form.jotform.us/70594399135163
  • Kiran Support Team Lead
    Replied on April 7, 2017 at 11:09 AM

    Did you remove the payment field before and add a new one? If so, unfortunately, the deleted field will not be available in the submissions. However, you may retrieve the deleted field information by reverting the form to the earlier version from the form revision history.

    https://www.jotform.com/help/294-How-to-view-form-revision-history

    Please be noted that when the form is reverted to the earlier version, the newly added field will not be available in the submissions. You may consider downloading the submissions to Excel sheet and then restore the form again to the current version from the form revision history.

    Hope this information helps! 

  • wjkipp
    Replied on April 7, 2017 at 11:16 AM

    I only did this because your tech support told me I had to do it to correct some issue that was occurring. Their solution was to remove the payment entity from the form and add it back it.

     

    This is terrible service. I need that data and I am sure it is in your database someplace just not displaying to me

  • wjkipp
    Replied on April 7, 2017 at 11:44 AM
    Yes this is what happened but it happened only a couple weeks ago and I did it because you tech support told me I had to do that.

    If I had known this would happen I would not have done it.

    There was a problem with submissions to paypal in some cases and they told me to take out the entity from paypal and put it in again.

    I need that information back.

    ...
  • Kiran Support Team Lead
    Replied on April 7, 2017 at 1:11 PM

    We apologize for the inconvenience this may have caused. As mentioned in my earlier post, you may revert the phone to the earlier version where you have deleted and added the new field so that you'll be able to retrieve the data and export it to Excel. Once you have downloaded the data, you may restore the current form again from the form revision history.

    Please refer to the guide below that can help you working with Form revision history.

    https://www.jotform.com/help/294-How-to-View-Form-Revision-History

    Please get back to us if you need any further assistance. We will be happy to help.