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

    Unable to submit form in mobile phone?

    Asked by sissel on June 12, 2017 at 03:31 AM

    We wasn't able to get a successful transaction when we opened the jotform from a mobile-phone. Android. We have not yet tried from an iPhone. When we pushed the Pay button nothing happend. From a computer the transaction went trough.

     

    Is there a solution?

    Page URL:
    https://form.jotformeu.com/71544985620361

  • Profile Image
    JotForm Support

    Answered by Charlie on June 12, 2017 at 04:19 AM

    Hi,

    Upon checking and cloning your form, please note that you have enabled the Unique Submission option to "Check Cookies & IP". Please note that this will prevent users using the same browser and same IP address to submit the form. In your case, if you use a computer to first submit the form, and you try to submit again using a mobile device BUT you are connected to the same network, then it won't work. 

     

    Here's an example, I submitted the form using a desktop computer, then I tried to submit it using my mobile device, note that I am on the same network, here's the warning message that I will get:

     

    You can see that I cannot submit the form because my IP address is shared on the network and I have already made a submission using my computer desktop.

     

    If I disable the "Check cookies & IP", then I am able to submit the form without problems.

     

    To better understand the "Unique Submission" setting, you can check this guide: https://www.jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form

    I hope that helps.

  • Profile Image

    Answered by sissel on June 12, 2017 at 08:44 AM
    Thank You. That was helpful :)
    Sissel
    Den 2017-06-12 10:19, skrev JotForm:
    ...
  • Profile Image

    Answered by sissel on June 15, 2017 at 04:43 AM
    Hello again,
    Thank you for the answer it was helpfull.
    But now I have another issue. The transacrion went trough, but Stripe
    didn't catch the e-mail adress and therefore the customer didn't get a
    receipt.
    How do I solve that?
    Sissel
    Den 2017-06-12 10:19, skrev JotForm:
    ...
  • Profile Image
    JotForm Support

    Answered by Nik_C on June 15, 2017 at 05:15 AM

    That is happening because your form is Encrypted and therefore the email field that needs to be passed to Stripe is encrypted as well. 

    So, the way to resolve this is to either send the receipts manually from Stripe (when you decrypt the submission):

    Or to remove the encryption from the form.

    If you have any further questions please get back to us.

    Thank you!

  • Profile Image

    Answered by sissel on June 15, 2017 at 06:43 AM
    Is it still safe if I remove the encryption from the form?
    Sissel
    Den 2017-06-15 11:15, skrev JotForm:

    ...
  • Profile Image
    JotForm Support

    Answered by Charlie on June 15, 2017 at 07:02 AM

    Hi,

    To better assist you, I have opened a separate thread for the new concern that you have. Please refer to this link instead: https://www.jotform.com/answers/1174218. We will address it accordingly.

    Thank you.