Submissions page: Missing three submissions

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    Asked on January 19, 2018 at 01:00 PM

    We have become aware that three form entries on our Half Marathon Entry form, placed on 9th January 2018, around 4.00 and 5.00pm UK time, were not processed despite successful payments. All entries either side of this time were processed fine.

    We conduct a payments (Stripe data) versus Entries (Jotform Data) using the Stripe customer reference numbers. This showed three payments without Jotform entries. We can supply the Stripe cus_ numbers if required.

    Can you please advise how this could have occurred. - Thank You

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    Answered on January 19, 2018 at 02:00 PM

    If you wouldn't mind letting us know the transaction numbers, we can definitely have a look.  Also, are the entries missing via email or missing via the submission view as well?  Let us know and we will look in to this further.

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    Answered on January 19, 2018 at 03:36 PM

    I checked your submissions and I wasn't able to find any of those submissions.

    I will forward this to our backend team for additional checking.

    We will keep you posted.

    Thank you!