What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    I received two submissions but one didn't have the required primary phone number field

    Asked by MicahNikkel on June 01, 2017 at 03:29 PM

    I just finished working on an issue where two submissions were received at one time by a user.  They were received at almost the exact same time (only hundredths of a second difference according to the submission time stamp).  One of them didn't have a primary phone number, which is a required field!

    I'm getting very uneasy about the integrity of the submissions with the unexplainable things that have been happening.

    Anything you can say or do to help me feel better about this?

    Thanks.

  • Profile Image
    JotForm Support

    Answered by Welvin on June 01, 2017 at 03:48 PM

    Would you mind letting us know the name of the submitter? I searched for it, but I cannot seem to find a blank primary phone field in the form. If it's just a phone number field that is blank although required, they maybe it's the field validation that isn't working when the user filled the form. 

    There are cases that a field validation won't work due to a script conflict, especially if the form is embedded using our default script embed. If you have embedded the form by this method, I would suggest re-embedding it using our iframe method:

    https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code

    Note that if the field is blank on the submissions page, it will appear blank as well in the Google spreadsheet file. 

  • Profile Image

    Answered by MicahNikkel on June 01, 2017 at 03:59 PM

    Unfortunately, I ended up deleting one of the submissions in order to remove it from showing in the Google spreadsheet.  I have a screenshot down below from the user that noticed it.  You'll notice that the submission time is almost exactly the same.

    I should have a PDF of both submissions as they are generated when someone submits a new application.  If that's helpful, please let me know and I can get that for you.

    There is nothing being embedded anywhere, as people come to the form's URL to submit entries.

    I do understand that blanks in the form will translate into blanks in the Google spreadsheet.  To me, the question is why the form allowed nothing to be entered in the first place.

    Thanks.

  • Profile Image
    JotForm Support

    Answered by Welvin on June 01, 2017 at 05:19 PM

    No worries, the submission IDs are enough. I found them now. The submissions are from the same user. Good thing she submitted a new one to correct it. It's strange, but I think this has to do with the input mask validation. 

    Would you mind asking the user if she tried to cancel the first submission or if she tried to go back while the page is still loading or in the process of submitting? I know this sounds unprofessional, but that would help us determine what's the cause of the problem. Also, ask if she didn't get an error message in the field. 

    I look forward to your reply.

  • Profile Image

    Answered by MicahNikkel on June 02, 2017 at 08:46 AM

    I am afraid it's not going to work to do that.  

    What can you do to try to prevent this from happening again?

  • Profile Image
    JotForm Support

    Answered by Welvin on June 02, 2017 at 10:01 AM

    No worries then. It is a bit hard to troubleshoot the problem this way since we don't know how the user fills the form. I suspect it's a browser thing. Is this happening to other users? The user has submitted the form twice, which is unusual.