Tenants are getting errors about payments

We have had several people over the last couple of days that are having issues with submitting the application again. They are submitting the application but the payment is not being charged, we have no records of and neither do they. We have had at lease 5 people over last 2 days that have all complained over the same thing. There is nothing to really take a screenshot of. I've asked all of them but these are issues they are reaching out to us afterwards and no one want's to reenter a 20 minute application to only take a screenshot showing it's not working. This is for our rental application form. https://form.jotform.com/232658335007051

Hello Puckett_jarod,

Thank you for contacting Jotform Support. I understand the issue, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

Thanks for your patience and understanding. We appreciate it.

Hello Puckett_jarod,

Thank you for your patience. I've reviewed your recent submissions and noticed that there are several pending ones. It's important to understand that if a form filler successfully completes a payment on your form, it will be recorded as a valid payment submission. However, if the payment is unsuccessful due to reasons like the payment method being declined or the customer's browser being closed before completion, it will be marked as an incomplete payment.

As an initial step to address this issue, have you attempted to disconnect the integration and then reconnect it to refresh the connection? Let me show you how to do it:

1. Go to the wand icon of your product widget.
2. Click on Reconnect in the upper right corner.
3. Click on Connect, and then fill up the information again,
4. Lastly, make sure to hit on Save.

By any chance, is the form embedded on a hosting site?

Once we hear back from you, we'll be able to move forward with a solution.

I just went through these steps a couple weeks ago. I shouldn’t be having to disconnect and reconnect it every few weeks.

Jennifer Majors and Adrian Monroe are two of the names that said they were having issues and neither of them show up on Stripe as a declined payment so can you tell me why those did not go through? Also, the only reason they should go through is because of a declined payment, correct? If that is the case they would show up on Stripe. These don’t show up so it’s like the same issue we were having a few weeks ago. 

Also, even if the payment doesn't go through, why is it cancelling the application? Is there not a way that the system can save this so the applicant can go back and use another payment method? Are these forms saved somewhere where we can see the partial ones so we can send it back to them to complete with another payment method? Is there another payment provider that you guys suggest so that we don't keep having these issues?

Hi Arkansas Homes and Rentals,

Thanks for getting back to us. If the user leaves their payment page or closes the window while making a payment, and if the payment doesn't go through successfully, it will be recorded as an incomplete payment. It will be saved on your Jotform table as an incomplete payment. So, you can check your Stripe transaction records and match them.

If the payment is received in the stripe, you can complete and process the payment from the Jotform table. There are 2 ways to do it; let me show you how:

For the first way:

• Open your My Forms page and choose your form.
• In the toolbar at the top of the page, click on Submissions. That's it.

For the second way:

• Click on the More menu on the right side of your form.
• In the Data column, choose Submissions.

• Click on the Three Dots icon, and then in the drop-down menu, click on the Pending Payment option.
• View Details and click on the Complete the Process Now button. That's it.

Here is a helpful guide; you can check it out. Currently, there are a total of 153 pending payments showing up on your Jotform table. Can you please check them out and let us know?

Let us know how it goes.