Submissions are not updated

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    Asked on September 06, 2017 at 09:13 PM

    Today we received 3 new submissions / applications for enrolment in our summer school.

    I received 3 emails notifying me of this but when I login online to view the submissions and download the excel workbook those three new submission don't appear.

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    Answered on September 06, 2017 at 11:11 PM

    My understanding is that the submissions are not showing in the Submissions page even though you received an email notification about it.

    Are you referring to this form (

    Please provide a screenshot of the emails or the name of the users so that we can manually check it on the Submissions page.

    You might also want to check the Incomplete Payments or Incomplete Submissions.

    We will wait for your reply. Thank you.

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    Answered on September 06, 2017 at 11:43 PM
    Thank you for your prompt response. Yes, that’s the form I am referring to.
    The people who have submitted applications yesterday evening are: Hogg, Kluth, and Pocock.
    This morning Jacey submitted a form.

    We have never had this problem previously so I’d appreciate your help.


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    Answered on September 07, 2017 at 12:43 AM
    I just tried again and Jacey’s submission has now appeared but not the others…

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    Answered on September 07, 2017 at 04:16 AM

    We are sorry for the inconvenience you have.

    I have checked your account and I have seen that you have 2 forms as the following in order to let your users fulfill the form and continue later with session option:

    2018 Summer Music School Part 12018 Summer Music School Part 2           

    I have fulfilled and submitted the first form in order to test it. I have detected 2 big mistakes on your thank you page and your autoresponder email in your first form.

    First of all, I have seen that you have given a wrong form URL for the second form in the Thank You page of the first form as the following:

    The form URL should be as the following: So, you have misled your users, accidentally. If your users fulfilled that wrong form, probably you can find the missing form submissions belongs to your other form.

    Secondly, I have received the autoresponder email in order to continue to the second form as the following:

    As you can see, the link has been divided into 2, after the question mark. This means the session is not working correctly. When I click on the link, the session key directs me to the form with the wrong session ID as the following:

    All in all, your session link is not working. When your users click that link on the autoresponder, their session will not work in order to save and continue to the 2nd form.

    Please check the following guide for detailed information regarding how to apply the session link correctly: 

    Please fix the links and let us know if the issue still persists.

    Thank you.

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    Answered on September 17, 2017 at 06:43 PM
    Thank you! 😊 GAbriela