Purchased Product is Blank on Tables and Inbox

I currently have a form that I am using to collect information for photography. That form is here:

https://www.jotform.com/tables/240245025254143

I have blank entries for "My Products" which tells me what they ordered. This should not be the case.

I have attached an example. Katie Farley ordered 2 items. Both magnets for two separate dance classes.

You can see that the 2nd row is blank for the product listing.

However when I check Square, it shows she paid for both of them:

I need to know ASAP what is happening, and if this can be fixed. I see that 151 submissions out of my total forms are blank. I will have no idea what these customers ordered. It seems to all be the first ones that we're ordered from February (the first orders to come in) are being blanked out.

Thank you

Jordan Geyer

Hi Jordan,

Thanks for reaching out to Jotform Support. I'm sorry this is happening. Can you send me the Submission ID where the product is not showing, so I can further investigate? In addition, I noticed that your My Products is not set as Required. Keep in mind that not setting the Product List field as required will allow your users to skip the field can submit the form.

There's a possibility that your customer might have skipped this field when she/he filled out the form again. To avoid this from happening again, I would suggest setting this field as required. Here's how:

1. In Form Builder, click the gear icon of the Product List field.
2. Under the General tab, toggle On the Required option.

Keep us updated and let us know if you need any more help.

I fixed the required by selecting that option.

Here are ALL of the submission ID's that are blank:

5853246666126231091

5851124406223872456

5850415355618981577

5850355403011670769

5850342770581516860

5850341260586535921

5850339240589525081

5850298794992010996

5850138704313184096

5849814812015267349

5849814072012865201

5849777730877975446

5849762811624619424

5849760811625647892

5849755291628300792

5849749161626231246

5849746841624966118

5849735516145062354

5849734236143625829

5849708859647507307

5849636281091416660

5849630783513154903

5849564215816842226

5849563375813463962

5849552995818423861

5849549016574259537

5849547346572287031

5849546736577245218

5849539635394247641

5849487123121364613

5849485093123325539

5849474361911177306

5849471671915256789

5849470811915994358

5849470081914601151

5849469401917625358

5849467331917963732

5849466351918953082

5849455235156438781

5849424986682199892

5849411122321185682

5849409642329153294

5849365722545542740

5849364962546335806

5849362982542269880

5849360952547072158

5848939427873967100

5848935927872719502

5848917405252249968

5848914295647909397

5848913585259533142

5848912595641085203

5848910365642497681

5848908505643364220

5848891088428473773

5848886089931941328

5848884909932416065

5848882699936181935

5848880989937528183

5848879819936199722

5848878299938653845

5848876979932864068

5848844176868695379

5848843246869313823

5848809892762931611

5848807732766094166

5848803172765468431

5848635489028978300

5848609251214605782

5848608771212935481

5848608291217380088

5848591762618023538

5848551102965381689

5848549832966480778

5848154936214835049

5848133291545901665

5848131291547973609

5848129411548125753

5848127721548674514

5848125331545502087

5848123389261004830

5848119959263554383

5848115895123973134

5848050255526877710

5848031059818901391

5848028064546586428

5847968074441315407

5847965214442358402

5847300701314602438

5847188589185089738

5847000168859143266

5846999438856506050

5846995688854007192

5846994143795892036

5846993073794612425

5846856141639356292

5846855241636954348

5846465858126339584

5846464098128704261

5846461728124667822

5846133792991130254

5846101879551038094

5845529034425359052

5845261530516069078

5844505213836746353

5844476823422261363

5843843175647532280

5843603342714244354

5843599432719220989

5843598212716833388

5843597402714616584

5843596202717326811

5843595322711525712

5843594242713033906

5843402491042574247

5842770949557974105

5842770219556212714

5842565439719612249

5842564199715056622

5842440165614631366

5841957919552036474

5841956389555370945

5841954769556565106

5841921559532959362

5841723445732219011

5841658599715624568

5841215875713457092

5841215145715518209

5841214395718991719

5841203905717222092

5841202222406211997

5841183542244952047

5841165444112266687

5841149374872308773

5837798692261723713

5836668882023856916

5836667712023694682

5836666722025174373

5836663862023066237

5836662332024851833

5836477176228409345

5836279444299954200

5835927383127693290

5835908600499252347

5835862888049610801

5835836528966623860

5830713309558054633

5852812828393827546

5852816198396332851

5853637486129056717

5853768894106932826

Here is one ID that is NOT blank and working correctly:

5851625090426242679

The strange part is, all of the ID's that are showing blank had the products listed before. It's like the system is removing an older order's "My Product" column when a newer one is submitted.

I know the customer did not skip the My Products when comparing the Jotform to my Square history.

Here is an example of 3 orders submitted by one parent:

All of those entries are blank for the My Products.

Here are the same 3 entries reported by Square:

You can see that they did in fact select what they wanted in Jotform, the purchase was complete in Square, however the "My Products" column is still blank in Jotform.

I have to start this photography job at 4PM EST leaving me only 3 hours to fix this issue or I'm going to have a major problem on my hands! Please help!

Hi Jordan,

Thanks for getting back to us. I'm sorry you're having an issue with this.  I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Please hurry!

Hi Jordan,

Thanks for patiently waiting. After reviewing all the submissions you shared, it appears that there is an issue with the payment integration. I created a ticket and escalated this to our developers so they can further investigate. We’ll let you know as soon as there is an update. Thanks for your patience and understanding.

In the meantime, let us know if you have any other questions.

Really struggling with this!

Hi Jordan,

There haven’t been any updates yet. I know that it’s taking some time to resolve and that is very stressful. I’ve marked this as a Priority and reached out to our Developers again.

We’ll let you know as soon as there is an update. Thanks for your patience and understanding.

Disappointment doesn't begin to describe my feelings regarding JotForm's reliability. Shame.

Hi Jordan,

I understand that this is frustrating for you. We’re working on a solution as fast as we can. Rest assured that we’ll get back to you with an update as soon as we have one. I have also reached out to the relevant team for an update. Once we hear back from them, we will let you know via this thread.

Thanks for your patience and understanding. We appreciate it.

Forget about it. I have added an extra column and cross referenced the information that is missing from the Jotform on Square to add back in the orders. Please do not do anything else that will further mess up the form.