Why are users not able to submit our forms?

  • Profile Image
    sciencemill
    Asked on February 23, 2018 at 01:41 PM

    Hi, 

    We have one form live at the moment (Silicon Labs) and have had 13 successful registrations come through - some credit card and some pay later. We have had 2 customers who got jammed up at the credit card screen at the end. 

    One said:

    I’m trying to sign up my daughter for the Silicon Labs summer camp on July 9th to 13th, but am having problems at the very end where it accepts a credit card.  I submit and it gets stuck…says “please wait…”  and never recovers.  I’ve went through the process twice from the very beginning.  Did the information I entered come through?

    The other said that after entering her credit card she was told she hadn't completed the registration and saved her info for later. When she went back to try and complete it she was told the url was not available. 

    When I went back to try the form I got a big red bar across the bottom stating there were errors on the form. Please fix them before continuing , saved for later, WAS able to come back later (in the meantime we reentered the embed on the website - not sure if that would help?) and I was able to successfully complete the test registration. I see the registration in More dropdown to View Submissions for the form, but I don't see it in my Google sheet. Is that because I manually typed something into the next line to hold a spot for our current problem registration?

    Sorry - lots at one time, but we now have something like 14 forms about to go up. Thanks in advance for any help you may be able to provide. 

    Thanks!

    Cindy

  • Profile Image
    TREVON
    Answered on February 23, 2018 at 02:38 PM

    Would you kindly confirm if if the form has been embedded to a website or are they accessing the form directly using the URL?

    On the issue with the error you are receiving it is because of the required fields you have set on your form and it wont submit successfully unless the required fields are filled.

    https://www.jotform.com/blog/254-Should-You-Use-Required-Fields-on-Your-Form