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    Square Widget Payment Error Clears Form on Return

    Asked by stevetomkins on June 27, 2017 at 04:49 AM

    When a card payment is declined using the square widget, it pops up the message card declined and prompts you to go back and fix.  When you click to go back and fix, it doesn't just clear the payment card details, it clears the entire form so the user has to enter all of their contact details and products they want to purchase again.  How can these be maintained on return to the form?

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    JotForm Support

    Answered by Nik_C on June 27, 2017 at 06:07 AM

    I tested your form (https://www.jotformeu.com/form/71764150412348) but I wasn't able to replicate this issue, the fields were filled after I went back to correct them. As you can see below:

    Could you please check if the issue persists?

    Also, did you test your form by using a direct link or you have it embedded in a website?

    We'll wait for your response.

    Thank you!

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    Answered by stevetomkins on June 29, 2017 at 08:32 AM

    Apologies for the same question being posted multiple times, i wasnt seeing my question so i was trying to resubmit.


    I have tested the form again in preview (not embedded in a page), and discovered that it maintains the data when clicking to go back if you use google chrome, but not when using IE or firefox (both latest versions on windows 10.  So the issue is that maintaining the data on return is not cross browser compatible.

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    JotForm Support

    Answered by Nik_C on June 29, 2017 at 12:02 PM

    That is actually true, I tested again and I confirmed that the data is not retaining in FireFox, Safari and Chrome saves, IE11 and Edge doesn't save.

    So I will forward this issue to our backend team for further checking.

    We will inform you about the resolving of the problem through this thread.

    Thank you for reporting it!


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    JotForm Support

    Answered by NeilVicente on July 03, 2017 at 06:23 AM

    This behavior is called "Back Forward Cache" and is only available on certain browsers.

    I can see on your form that you have enabled AutoFill/Continue Form Later. It used to behave a way that the saved entries will be cleared when the form is submitted, whether payment is successful or declined.

    We have just released a patch that changes this behavior for forms with payments. The saved form inputs will no longer be cleared.

    Hope you find this helpful.

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    Answered by stevetomkins on July 03, 2017 at 06:46 AM

    Thank you, this is a much better solution and having tested it using Firefox, IE, Edge and Chrome, I can confirm the fields are maintained when clicking to go back after an unsuccessful card payment submission.