request for backend log

hi guys,

i am right now coordinating with cybersource and they are asking for the backend logs of the previous failed transaction. can i kindly request a copy to be forwarded to cybersource.

thanks.

Hi roomreservations, 

Thanks for reaching out to Jotform Support. Could you please share more details about your request? Are you referring to a failed payment on your form or when trying to upgrade your plan to the Gold Plan? I checked your account and noticed that there is a deleted submission for the IOT Booking Reservation form. You can check it from the Form Tables:

Also, we do have the History Logs that you can check from your account settings:

1. On your My Forms page, hover your mouse over your Avatar and click on Settings.
2. In the list that pops up, scroll down and click on History.

Give it a try and let us know if you are looking for something else.

So sorry for the miscommunication but i was referring to the public form i publish and people are already trying to use the form but failed to submit. Is it possible to get the log of those submission failure?

Hi roomreservations, 

Thanks for getting back and sharing more details. We didn't have logs for the failed submissions. Could you ask the users to share a Screenshot of the Console Report when trying to submit the form? Let me show you how to share the screenshot:

1. Once you open your thread, scroll down until you see Your Answer section.
2. Click the Add Image button.
3. Upload the image from your PC, then click the Add button to post the image on your thread.

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

Hi roomreservations, 

Thanks for getting back to us. I'm sorry this is happening. To prevent any problems, make sure that the merchant ID and transaction key you entered the Cybersource integration are correct and accurate. In addition, ​​I tested the cloned version of your form and had the same issue, so I created a ticket and escalated this to our Developer team.

Although we don't know exactly when the issue will be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.