When completing my form it keeps going back to captcha

When completing the Money Archetypes form, it keeps going back to the captcha option. You tick this, and then you go into the form again at question 1. You don't lose your answers, but you have to scroll through to find your last question answered. It happens multiple times.

How do I resolve this, please?

Many thanks, Margo

Hi Margo,

Thanks for reaching out to Jotform Support. I'm sorry you're having difficulties with this. Can you try to remove your captcha field and add it back into your form? Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi, that has not corrected it. I did as you suggested and started the new form, but the problem persisted.

What is next to fix it?

all the best, Margo

Hi Margo,

Thanks for reaching us back. I can see that this is very stressful. Rest assured, I’m here to help. I was able to clone and test your form, unfortunately, was unable to replicate the issue. I got past the captcha and completed the form as necessary. Take a look at the screenshot below:

Can you please try testing the form again? Before you do, kindly clear your browser's cache and cookies first. Using Incognito (Private) Mode or a different browser might also do the trick. For good measure, I have cleared your Form Caches. Additionally, you can also clone your own form and test that cloned form to see if it'll work.

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

Hi, i have had 3 external sets of results with all saying the same thing. Please do not copy the form, use the exisitng one and see how you get on.

It is possible to submit the form, however, the three who have submitted a form has said they had the same issues.

Please advise, thank you.

Hi Margo,

I went ahead and whitelisted your account, could you please check if the issue is still happening?

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

Thank you for white listing my account. That appears to have resolved the issue.

have a wonderful evening, Margo

Hi, this is still an ongoing problem. It worked for one questionnaire and then the next one each page was redirect them back to the captcha. Please let me know if this is something that can be corrected. I cannot have clients going to a faulty and frustrating form.

Thank you.

Hi Margo,

Thanks for getting back to us. If the captcha still appears after a user submits the form, it is most likely due to our anti-spam system. A captcha is used to reduce the likelihood of spam form submissions. Please keep in mind that the captcha is an anti-spam feature that appears when the system detects a high volume of submissions from a single IP address in a short period of time.

To fix this, wait about 10-20 minutes before submitting the form again. You can also try refreshing your internet connection, and possibly getting a different IP address. But since you're on a paid plan, I have also whitelisted your account to remove the captcha when submitting the form.

Give it a try and reach out again if you have any other questions.

Hi, the problem is when filling in the form you tick captcha after you put your name in you moved to the next page you complete that it automatically takes you back to captcha again so you tick captcha again, you continue through until you find your next page that you haven't completed, you complete this and again it takes you back to captcha. I'm so The pattern continues until you complete the form. Having ticked the capture eight or nine times.
I will not be asking my clients to wait 20 minutes to submit a form after theyve completed it. Please tell me if this is a known problem and if there is a solution for it. I cannot keep sending out forms with no confidence in them working.
All the very best, Margo.
Emailed from my phone, please excuse brevity and any typos.
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Hi Margo,

Thanks for getting back to us. I'm sorry this is happening. I went ahead and tested your form, but everything was working properly. I was able to proceed to the next page without going back to the Captcha field. Check out the screencast below to see my results:

Can you send us a screen recording of how you replicated the issue so we can have a better idea of what's happening? You can use Loom or upload your video on your Google Drive and share a viewable link. In the meantime, can you try clearing your form caches to see if the issue persists? Here's how:

• On your My Forms page, hover your mouse on your Profile Avatar icon.
• In the window that opens, click on Settings.

• In the Settings menu, scroll down to the bottom of the page and click on Clear Cache. That's it, you're done.

You can also check this guide for more information about clearing caches.

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

Hi. This was carried out by different clients. I am not in position to ask them to carry out the above. My last client did her assessment on the phone.

please advise

thanks Margo

Hi Margo,

Thanks for getting back to us. I understand how frustrating this is for you, and I’ll do my best to help you. Please keep in mind that if we receive multiple submissions from the same network/IP address, spam protection/reCaptcha will be activated even if you did not include a Captcha widget in your form. I have successfully whitelisted your account. Please try to do a test submission to confirm that the captcha has been removed.

Let us know if there’s anything else we can help you with.