Why my form is not submitting?

  • Profile Image
    medaust
    Asked on December 03, 2017 at 09:44 PM

    Hi,


    I have an application form available at https://form.jotform.co/73116300130840

    In the final step users are required to make a payment through Stripe.

    The payment includes a $90 once off joining fee and a recurring annual payment (for the same amount).

    Sometimes the payment for the joining fee fails, and in such instances the form does not get submitted and all the data seems to be lost.

    I have two queries.


    1. Can you see any reason why payments are failing?

    2. How do we make sure the data filled out is not lost when the payment fails?


    Thanks for your help.

  • Profile Image
    Nik_C
    Answered on December 04, 2017 at 04:32 AM

    1. Can you see any reason why payments are failing?

    Unfortunately, we cannot see why the payments failed, you could try checking in stripe's dashboard to see if there is anything logged. Since all payment information is going there. 

    2. How do we make sure the data filled out is not lost when the payment fails?

    You could try enabling Autofill feature (I'm not completely sure if it will work when payment fails, but it's worth of trying): https://www.jotform.com/help/227-How-to-Enable-Auto-Fill-on-Forms

    That should preserve all entered data if the Browser or tab is closed.

    But, again, when payment fails, submitters are usually able to go back to form from that page and the data should be there.

    Please try and let us know if you have any further issues.

    Thank you!

  • Profile Image
    medaust
    Answered on December 04, 2017 at 05:41 PM

    Thanks for your response Nik.

    With regard to point 1 above, Stripe responded with the following suggestion:

    It could be that Jotform doesn't collect all the same information while processing a recurring charge and while processing a once-off. In that line of thought, I'd suggest that you inquire to them about it and try to figure out if this could be the case. 

    With regard to point 2, we already have the Autofill feature enabled.

    The problem is that the form details don't seem to be getting emailed to us, or stored in JotForm when the payment fails, even though the user obviously filled out the entire form in order to submit it. Is there a way to ensure the data collected in the form is sent to us or added to the JotForm 'submissions'?

    Thanks again for your help.

  • Profile Image
    Marvih
    Answered on December 04, 2017 at 10:07 PM

    Please try selecting the address field of your form as your Billing Address. This would be very important for credit card processing.

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    The best way to ensure payments are receive would be turning the "Charge the Customer Immediately" to "NO". This way you will be sure that all submission will be in your Submissions page and can monitor if the payment was successfully charged since you will manually do it.

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  • Profile Image
    medaust
    Answered on December 04, 2017 at 10:51 PM

    Thanks very much Marvin.

    I've changed those settings and will check to see what effect the changes have.

    Cheers!