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.

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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

    Empty form sent

    Asked by fastbooking on July 25, 2017 at 11:13 PM

    Hello we had a form working correctly, but yesterday it was still sending forms correctly but without the message itself in the email.

    Since the form was working on a Custom CSS we deleted it for the test and the emails were sent properly again. I don't know if this is a coincidence (since when we put the custom CSS back it was working as well), but we need to explain the problem to our client.

    Did you encounter such example before? Where emails are sent but some fields are suddenly missing in the email received but in the extract within jotform interface you can see all of them?


    thank you,


    Page URL:

  • Profile Image
    JotForm Support

    Answered by Mike_G on July 26, 2017 at 03:29 AM

    What you are encountering depends on how your form is setup and how the email notification in your form is also setup. However, I would like to inform you that injected CSS codes should not affect any of the content of the email alerts in the form.

    I cannot locate the form on the website you have shared with us and I'm not sure which form in your account are you referring to but there is an option under the Advanced tab of the email notification that hides empty fields when enabled. How-to-Hide-Empty-Fields-on-Email-Alerts

    Then, there is an option in the Form Settings that clears conditionally hidden fields.

    If these two options are combined (Enabled Hide Empty Fields option and Clear on Being Hidden is selected as Clear Hidden Field Values option), the field that is affected will not show in the email notification content.

    However, if this is not the case with your form, may we know the form and the fields in question, please? Also, if you have other questions or concerns, please feel free to let us know.

    We will wait for your response.

  • Profile Image

    Answered by jb  on July 27, 2017 at 04:34 AM



    the form is located here:



    and in jotform it is called:

    >[LIVE] Okura: Hotel Inquiry Comments & Request

    I unticket the option "hide empty field that you were talking about.


    could you have a look if there isn't any other tricky setup that we may have overlook?


    thank you,


  • Profile Image
    JotForm Support

    Answered by liyam on July 27, 2017 at 09:07 AM

    Hello JB,

    Can you tell us which submission was it that went blank on the email? I would like to analyze if there is something on the information that had caused it, or probably an issue on the email client where it could not read the text format of the email sent.

    We'll look forward to your response.