Payment integrations: Customer is unable to take a payment from a user in Brazil

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    Pciurysek
    Asked on February 23, 2018 at 10:09 AM

    Hello. Someone is trying to pay using a jot form and receiving a 'Amazon CloudFront' error message. Is this something on your end or is this something on the customer's end?


    Thanks.

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    aubreybourke
    Answered on February 23, 2018 at 10:40 AM

    We need more information:

    1) Can you provide a screenshot of the error

    How-to-Post-Screenshots-to-Our-Support-Forum


    2) Can you tell us which form you are referring to

    Where-to-Find-My-Form-URL

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    aubreybourke
    Answered on February 23, 2018 at 11:15 AM

    Can you also tell us which country your customer is from?

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    Pciurysek
    Answered on February 23, 2018 at 11:43 AM
    Hello,
    Attached is the image of the error and the form is the ~ 5 day Live Step 2 cs + mini-mock registration’ (Standard)
    Dr. Paul Ciurysek
    ...
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    Pciurysek
    Answered on February 23, 2018 at 11:43 AM
    We don’t know which country he’s from.
    Dr. Paul Ciurysek
    ...
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    Pciurysek
    Answered on February 23, 2018 at 11:43 AM
    The customer trying to pay is In Curitiba, Brazil
    Dr. Paul Ciurysek
    ...
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    aubreybourke
    Answered on February 23, 2018 at 11:53 AM

    I have escalated this issue to Level 2 support to find out why payments are being blocked in Brazil. We will inform you of any progress on this thread.

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    Pciurysek
    Answered on February 23, 2018 at 02:43 PM
    Thank you. How long can we expect to hear back? This is a time-sensitive issue.
    Dr. Paul Ciurysek
    ...
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    aubreybourke
    Answered on February 23, 2018 at 02:55 PM

    Please bear with us while we wait for the developers as this can often take some time.

    I will notify them that this is a time-sensitive issue. Which should accommodate a faster response.

    And they will respond on this thread when they are ready.

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    Pciurysek
    Answered on February 26, 2018 at 09:43 AM
    Hello, can I expect a solution to this issue today? My managers are growing increasingly frustrated with jotform that this hasn’t been resolved.
    Thank you.
    Paul Ciurysek
    ...
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    aubreybourke
    Answered on February 26, 2018 at 10:49 AM

    This case is being treated as a priority. A developer has been assigned to you and they have marked the support ticket as "very important". 

    They will provide a response as soon as it is possible.

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    eee
    Answered on March 05, 2018 at 07:10 AM

    Hey,

    We confirmed that the problem is fixed,

    Kindest Regards,

    - Ertugrul.

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    Pciurysek
    Answered on March 05, 2018 at 09:43 AM
    Hello,
    Can you tell me what happened?
    Dr. Paul Ciurysek
    ...
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    Richie_P
    Answered on March 05, 2018 at 11:11 AM

    I will ask the assigned developer for a possible reason for the error.

    We will let you know via this thread.