Unique submission: Customer is not able to submit form but we never received submission.

  • EllenEmmerich
    Asked on November 13, 2017 at 6:20 PM

    My client reports that some of her customers can't get the form to work and ended up emailing or calling. One customer said that when she tried a second time to make the form work it wouldn't let her because the site said she could only submit one form. We never got any forms from her. Can you check on this for me? Thank you.

    Page URL: http://artparenting.com/intended-parent-inquiry-form.html
  • Ashwin JotForm Support
    Replied on November 13, 2017 at 10:27 PM

    I'm sorry for the trouble caused to you. 

    I did check your form and found that you have configured "Email" field of your form as "Unique Question". If one user has already submitted form with an email address, same email address cannot be used to submit form again. Please check the screenshot below of your form setting:

    1510629875uniqueQuestion Screenshot 10

    I would suggest you to speak to your customer and ask which email address she is using to submit form. If you have already received a submission with that email address, that could be the issue. 

    If the issue persists, please share the email address which your customer is trying to use in submission and we will take a look.

    We will wait for your response.

  • EllenEmmerich
    Replied on November 13, 2017 at 10:40 PM

    Thank you for the excellent instructions to remove the "unique question" setting!

    At least that problem will be solved!

    In order to make sure no emails are getting "lost", I'd like to try to set up our own SMTP server instead of using Jotforms. Can you send me a link to those instructions? Will either GoDaddy or Domainsforless.com be adequate for that purpose? I use both of those for my email and want to make sure I'm not making the problem of missing emails worse.

    Thank you!


  • Ashwin JotForm Support
    Replied on November 14, 2017 at 2:39 AM

    You are welcome.

    I have moved your second question to a new thread so that we can address it separately. You will be answered in the following thread:  https://www.jotform.com/answers/1298134