Square: Gets stuck at "Please wait" when submitting

Dear Support,

we have an urgent issue with form submissions. when a user fills the form and click on submit. it keeps saying "Please wait" and never complete the submission.

kindly we need to fix this ASAP and your support is highly appreciated.

Hi Silvana,

Thanks for reaching out to JotForm Support. I'm sorry you're having trouble with your Payment Form. I cloned your form and was able to replicate the issue. The form indeed gets stuck on "Please wait" when submitting.

I created a ticket and escalated this to our Developer team. Although we don't know exactly when the issue will be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Hi Silvana,

I'm sorry you are having difficulties with this. I made some tests on a cloned form. However, I was able to submit the form successfully.

Also, I was able to see my submissions on Tables so, I could not replicate the issue.

Please give it a try to submit the form and feel free to reach us for further investigation.

I have tried again with the clients info and it still hangs. Other people have managed to complete the form so am not sure what the issue is. Link to the form MHOS 2024 application (jotform.com)

Please investigate again.

Hi Silvana,

Thanks for getting back to us. I'm sorry you still have difficulties with your payment integration. I cloned the form and I couldn't replicate the issue:

Could you try to reintegrate your form with Square? let me show you how to switch the payment integration to another one and get back again to your Square integration:

1. In Form Builder, click on click on the Add Form Element menu on the left side of the page.
2. Under the Payment tab, click on the Three Dots icon next to the Payment method you used and click on Switch to Another Gateway.
3. Choose another payment method and click on Use Selection.
4. Repeat the same steps and switch back to Square.
5. Connect your account and test the form again.

Give it a try and let us know how it goes.

Hi

That worked. Do you know why it works sometimes and not other times. Do I need to keep reconnecting this?

Hi Silvana,

Thanks for updating us. We're glad that the issue is now resolved. It's not necessary to try reconnecting if the integration works fine, but it's nice to do it as initial troubleshooting whenever the same kind of issue arises.

Let us know if you need any more help.

It still keeps happening. Usually after a few customers. Last time I got onto chat and was told to clear the cashe, but I still had to reintegrate the payment method. After I did that there was another person who couldn't get in. This is very frustrating. I have in the past tried it with both Square and Paypal and it does drop out on both so I believe it has something to do with Jotform's payment integration. We are losing customers because of this issue. I would like you to raise this to a top priority to try and resolve the issue.

Hello Mundaring_Hills_Open_Studio,

Thanks for getting back to us. We're sorry you're having trouble with this. Is the issue still replicable on your end, or have you re-integrated to Square? If the problem can still be replicated, please take a screenshot of the console log when you click on the submit button so we can pass this information to our developers. Here's a guide on How to Get a Console Report from Most Common Browsers.

Keep us updated and let us know if you need any more help. 

I've reintegrated it. Your first support person managed to show the issue =- see 26th March. He has escalated it to the developer team. You should be able to use this info. As that's a month ago - can you advise what they have found.

Hello Mundaring_Hills_Open_Studio,

Thanks for getting back to us. I'm sorry that you're having difficulties with this. I cloned your form and was able to submit the form. Check out my screencast below:

When you reintegrated Square, were you able to submit the form already? When the issue happens, can you please send us a screenshot of your console log? We have a guide here explaining how to do that.

After we hear back from you, we'll be able to move forward with this.

Hi The issue has happened again this afternoon. I haven't reintegrated the payment method yet. Can you try again. The screen shot is the same as yours but just says please wait, it doesn't go to the thank you screen.

Hi Mundaring_Hills_Open_Studio,

Thanks for getting back to us. I checked the Square payment integration on your form, and I see that the Business Location is stuck on 'Fetching locations' as you see in the screenshot below:

If we remove the Square Integration and then integrate it again, that usually solves the problem. Let me show you how to do it:

1. Open your form in Form Builder, then click on the Product List field.
2. Click on the Wand icon on the field, and click on Settings in the menu that opens up.
3. Now, click on the green Connected button and select Disconnect.
4. Then, click on Connect and connect the Integration again.
5. Click on Continue, and that's it.

If you continue to have the same problem, be sure to check your Square account to make sure that everything is set up right. Additionally, the connection between your Jotform and Square integration may break for various reasons such as connection issues between platforms, changes in settings, or updates in either platform. It would be helpful to reintegrate it occasionally to avoid it from happening again.

Give it a try and let us know if you need any other help.

Hi again

Before I reintegrated the payment someone else tried and got in and another person tired and didn't get it. I have rest it now.

This uncertainty is not acceptable to us as it is happening very frequently and people are getting confused, upset and angry, such they decide not to apply. If you can't fix the issue permanently we will have to find another platform and ask for a full refund of the fee.

Hi Silvana,

Thanks for getting back to us. I can see that this is very stressful. Rest assured, I’m here to help. I've reached out to the relevant team again and informed them of what is happening so that they can check this further. If there are any updates, we’ll circle back to this thread and let you know. In the meantime, I cleared your form caches to see if this would correct any unnecessary errors in the form. Can you now try to reintegrate Square to see if that would make any difference?

Give it a try and let us know how it goes.

Hi Rene

I have done this several times and it doesn't work. So I am going to disable the payment option for now until you can guarantee that it works. I will have to send out invoices to the applicants which will be time-consuming and costly for me. If you are unable to guarantee your product I request a full refund immediately.

Hi Silvana,

Thanks for getting back to us. I've just informed the relevant team of what is going on with your form and requested to check this further. They will surely work with your issue as fast as they can. As soon as we have an update, we'll let you know.

Thanks for your patience and understanding, we appreciate it.

Any news?

Hi Silvana,

Thanks for getting back to us. There haven’t been any updates yet. I know that it’s taking some time to resolve, and that’s very stressful. I’ve marked this as a Priority and reached out to our Developers again to get the updated on your issue. 

We’ll let you know as soon as there’s an update. Thanks for your patience and understanding.