My customers cannot submit my forms via their link

  • Profile Image
    suzylines
    Asked on October 30, 2017 at 05:24 AM

    Hi, 


    We currently use Exact Target to send email campaigns and we link to a jot form for people to fill out their details.

    It has worked successfully in the past but recently when we look at the campaign stats on Exact Target it shows that people have clicked the jot form link but doesn't record all the submission on Jot form.

    It is unusual that contacts wouldn't fill out their details so just wanted to check that the link between Exact Target and Jot Form are working properly?

    Many thanks

  • Profile Image
    candy
    Answered on October 30, 2017 at 06:53 AM

    The form URLs cannot be changed as they include unique form IDs. Maybe, the form that you have been redirected your users, might have been deleted or expired. 

    Which form do you redirect your users from Exact Target? Could you please give us the form URL? 

    Furthermore, I don't know if you receive payments on the related form. I would like to inform you about our pending submissions/incomplete payment list feature. If your users, couldn't complete their submissions, their submissions will go to pending submissions/incomplete payment list. For detailed information, you can check the following URL: https://www.jotform.com/help/135-How-to-view-incomplete-payments 

    Waiting for the related form URL and the share link, you have been used in Exact Target.

    Thanks in advance. 

  • Profile Image
    suzylines
    Answered on October 30, 2017 at 09:25 AM
  • Profile Image
    candy
    Answered on October 30, 2017 at 10:46 AM

    Hopefully, you didn't use those links in your Exact Target emails. Those links are the form links in the builder/form edition mode. If so, your customers will not be able to fulfill and reach your forms.

    The form URLs in the publish mode should be the following:

    https://form.jotformeu.com/72972707253361 

    https://form.jotformeu.com/72883193353362 

    https://form.jotformeu.com/72963899653377 

    So that, your customers can fulfill and submit your form.

    You can find those links in the publish tab in the form builder as you can see the example screenshot below:

    1509374652Screen_Shot_2017-10-30_at_5_43

    I hope this information helps. 

  • Profile Image
    suzylines
    Answered on October 30, 2017 at 10:51 AM

    Apologies, your earlier query wasn't clear enough.

    But we did use the URLs in the Exact Target campaigns you have just pasted above.

    Is there a reason why our campaign statistics show they have clicked on the form but doesn't record their form fill on Jotform?

  • Profile Image
    Rose
    Answered on October 30, 2017 at 11:24 AM

    There might be a misunderstanding here. The form URLs provided by you at your previous post are the URL which you are able to make changes on your form or add field while you are logging into your account, which we called as "Builder". 

    If your provide form URLs to your users in the following content "https://eu.jotform.com/build/72972707253361", this means that, once your users your click those URL, they would have seen an error message this but not able to see the form preview to submit your form. 

    Could you please confirm if you send Form URLs to your users in the above content? 

  • Profile Image
    BJoanna
    Answered on October 30, 2017 at 11:51 AM

    You only provided us the links of your forms. Those are the correct links. Did you send those links to your users or links that have /build/?

    If you sent the links with the /build/ you should resend the correct links to your users, the links you provided in your latest reply. 

    I also tested one of your forms and it is working properly. All data that I filled are shown on the submission page of your form. 

    How to View Form Submissions

    The email Notification was also sent to your email address. 

    Let us know if you need further assistance. 

  • Profile Image
    suzylines
    Answered on October 30, 2017 at 12:02 PM

    The links I provided in my latest reply are the ones we use to contacts.

    As mentioned before we have used Jotform before and has worked successfully but for the least three forms we have created they haven't seem to be working properly. 

  • Profile Image
    BJoanna
    Answered on October 30, 2017 at 12:17 PM

    Originally you reported that the forms do not record all submissions. All the forms you provided have submissions:

    https://form.jotformeu.com/72972707253361 - 7 submissions (one is my test submission)

    https://form.jotformeu.com/72883193353362 - 2 submissions

    https://form.jotformeu.com/72963899653377 - 3 submissions

    You can check them on the submission page:

    How to View Form Submissions

    Should there be more submissions? How do you know that? I am not exactly sure how are you tracking your submissions. Have you tested your forms, to see if they are working properly? Did you receive my test submission and are you able to see it on the submission page of your form?

    If you want, I can test the other two forms as well, to see if they are working properly.