My live order form isn't accessible and errors are happening

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    JoniTilt
    Asked on October 30, 2017 at 08:21 PM

    Hi, we just started running our fundraiser last night and it is live and people are trying to order, but it is not loading and I can't access it from the back end - I can see it's orders but not submissions and I can't edit it. I am not sure what to do - is there some way to fix it quickly?

    I added a new question this morning (customer email) after there were some entries in there - would that have caused it to break?

    I'm not sure what to do since there are paid orders in it already - should I make a copy and use that instead? Can I import orders from one to another?  Our fundraiser only runs for 15 days so we can't wait long to get it fixed.

    thanks for your help.


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    John_Benson
    Answered on October 30, 2017 at 11:05 PM

    I checked the form (https://form.jotform.com/72987549090269) and I can see that there are 2 incomplete payments. If you're referring to the incomplete payments issue, please open this link for more information: https://www.jotform.com/help/135-How-to-View-Incomplete-Payments

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    I did a test submission to your form and it was successful. I did not encounter any issue. Could you please try it again and provide a screenshot of the error so we can investigate it further? Here's a guide on: How-to-Post-Screenshots-to-Our-Support-Forum

    Thank you.

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    JoniTilt
    Answered on October 30, 2017 at 11:44 PM

    Thank you. I was able to access it later online so it appears to be ok now. I'm not sure what was was happening, but as long as it's working, we're ok. What was happening was that it just wouldn't load the form at all. I just had a blank page.

    Just for interest's sake, what happens to a form report if you add a question after submissions have already been made? Does it just add another column and leave the cell blank for the earlier submissions?

    I am curious about how the pending payments thing works because when I was testing it I abandoned at after it took me to paypal, but I still received a pending payment email saying the order was made. I will go read this link, thank you.

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    Nik_C
    Answered on October 31, 2017 at 03:31 AM

    Just for interest's sake, what happens to a form report if you add a question after submissions have already been made? Does it just add another column and leave the cell blank for the earlier submissions?

    New column will be added and previous responses will be empty, only new submissions, from that point, will show in that new field.

    Regarding the pending payment, that's exactly, how the pending payment is working, if you are redirected to PayPal and you abandon the payment, you will receive pending payment email (if it is set in that way in payment integration.

    Let us know if you have any further questions.

    Thank you!