Square payment: Receiving error 'Field must not be greater than 60 length' on submitting

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    MaggieStewart
    Asked on December 05, 2017 at 09:20 AM

    Hi,

    We have integrated Square payments with our form. It worked at first and processed a couple of orders just fine. When we check the connection to Square, it says it is connected to our Square account.  However, today, when someone tries to order, they get this message:  

    Payment Error
    Field must not be greater than 60 length

    Go back and fix
     
    151248789824819004_10214344191855094_228
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    Nik_C
    Answered on December 05, 2017 at 11:38 AM

    I tested your form (with test card) which was declined:

    1512491825screencast.gif

    If the issue persists, could you please share an example of the inputs you did when you got this error?

    Thank you!

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    MaggieStewart
    Answered on December 05, 2017 at 11:39 AM

    What do you mean "inputs"?  Because the problem persists. What is 60 length?  I just made up a card number (I actually used the one you used in the example), and I got the error message: 

    Payment Error
    Field must not be greater than 60 length

     

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    Nik_C
    Answered on December 05, 2017 at 11:51 AM

    I meant what you're inputting in credit card area, cc number, security code etc.

    I didn't see that error message so far, so I'm not sure what is related to.

    Are you testing your form by using the direct link to it (I mean this: https://form.jotform.com/73344463184155 ) or you have your form embedded in a website?

    Since that would make a difference. 

    We'll wait for your response.


  • Profile Image
    MaggieStewart
    Answered on December 05, 2017 at 11:53 AM

    Directly from the form.  This form is not embedded anywhere.  Over 12 people have contacted me today when they get that exact error message about the 60 length.  It is multiple people trying to fill in the form.

    Everyone was just filling in the form in a normal manner adding their credit card number, exp date, etc. the way the form instructed them to do so.

    I don't even see an option to change anything - all of the fields - cc #, CVS, etc. - were automatically added when I selected Square as our payment method when I set up the form.  I don't see a way to change any of them.  

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    MaggieStewart
    Answered on December 05, 2017 at 11:59 AM

    This is the direct link we are using - the one you listed above isn't it:  https://form.jotform.com/73344463184155

     

    Also, yesterday, two transactions worked just fine.  Today, none have worked and every single person has gotten that strange error message.

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    MaggieStewart
    Answered on December 05, 2017 at 12:10 PM

    1512493785Order form STEAM.jpg

    1512493821Result of Order Form STEAM.jpg

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    Nik_C
    Answered on December 05, 2017 at 12:19 PM

    Yes, that is the link I tested as well.

    I'm not getting that error on submitting.

    So, I could only assume that somehow some data is prefilled there.

    Could you please try opening incognito mode in your Chrome:

    1512494337Screen Shot 2017-12-05 at 6.23

    Or you can try a different Browser.

    And test if the same issue persists.

    If it does, please share the console report when the issue occurs, here is how: https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers

    Thank you!

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    MaggieStewart
    Answered on December 05, 2017 at 12:30 PM

    People who have been trying to buy items today tried it in Chrome, Explorer, Firefox and Safari, and every single one of them has gotten the same message EVERY TIME.  Yesterday, it did process payments. Today it does not.  I really, really think this is a JotForm problem.  I don't think so many people trying to buy an item can just all be doing it wrong.

    Regardless, I did take your suggestion and tried it in an Incognito tab.  Results were the same.  The same odd 60 length error code:

    1512494940Incognito Jotform STEAM.jpg1512494966Incognito Results STEAM.jpg

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    Nik_C
    Answered on December 05, 2017 at 01:00 PM

    Thank you for additional information.

    I was able to replicate this issue, it is replicable with live cards. So I will forward this thread to our backend team for further checking.

    We will inform you here once the issue is resolved.

    Thank you for your patience.


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    foodbankofde
    Answered on December 05, 2017 at 01:03 PM

    Hello, I am receiving this same message for a form as well. 

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    missjstanley
    Answered on December 05, 2017 at 01:13 PM

    I am having the SAME ISSUE!!!!!!!!! This is DEVASTATING!!!!!!!!

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    Nik_C
    Answered on December 05, 2017 at 01:14 PM

    We apologize for the inconvenience.

    The issue is escalated to our backend team for further checking, we will notify you as soon as the issue is resolved.

    Thank you for your patience.

  • Profile Image
    MaggieStewart
    Answered on December 05, 2017 at 01:29 PM

    Thank you.  I temporarily took down the link to the Square payment though we do want to use it so please let me know when the problem is resolved.  We absolutely had to take orders today so we are just using the Jotform to record the number of items ordered, then I have to log into square and invoice each customer to get them to pay.  Super inconvenient, and i know we are going to lose sales this way.  And I pay monthly for Jotform so this is a bummer.  But do please let me know AS SOON AS the problem is resolved so I can add Square back to the form!

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    Nik_C
    Answered on December 05, 2017 at 01:38 PM

    The issue should be resolved.

    Could you please check and let us know if it persists on your side.

    Thank you!

  • Profile Image
    fisheye4
    Answered on December 05, 2017 at 01:40 PM

    Same issue here!  It's a huge problem, I'm getting calls non stop this morning.  Please let me know when it's fixed and what the issue was.


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    fisheye4
    Answered on December 05, 2017 at 01:43 PM

    Just tried again since seeing your post.  NOT FIXED

    https://form.jotform.com/70176356644157


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    Nik_C
    Answered on December 05, 2017 at 01:50 PM

    Please check the payment now, it should be working fine.

    We will wait for your confirmation.

    Thank you!

  • Profile Image
    fisheye4
    Answered on December 05, 2017 at 02:13 PM

     FIXED! Thanks.

    What was the issue?

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    ctarabochia
    Answered on December 05, 2017 at 02:38 PM

    I have the same issues. Is this issue resolved for all forms now?

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    Nik_C
    Answered on December 05, 2017 at 02:50 PM

    Thank you for confirming.

    Yes, the issue is resolved for all forms integrated with Square payment, regarding the cause of the issue, I followed up with our colleague from backend team for a possible insight.

    Thank you for your patience and understanding.

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    omur
    Answered on December 05, 2017 at 03:18 PM

     Hello,

    Thank you very much for taking the time. My name is Ömür and I'm the head of payment integrations at JotForm.

    There was a faulty code on our side which we've identified and removed now. The code was supposed to send product information to Square. When product information was too long, it caused the error message to trigger on the Square side.

    It is resolved now, everything is back to normal.

    If you encounter any other problems, feel free to write us.

    Thank you