Classic Forms/Embedded: Why are users unable to type credit card information on the Square field.

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    lorbbyo
    Asked on March 16, 2018 at 12:34 PM

    Suddenly our users are unable to click to type anything in the credit card number, CVV, expiration date, and postal code fields for a square payment when using an embedded form (but all fields work when using the jotform direct link). This applies to all our forms in most browsers (Chrome, Explorer). Example:

    Embedded (can't type credit card number):
    https://bbyo.ca/events/mitait/

    Same form using a direct link (works):
    https://form.jotform.com/80707499232260

    Everything worked fine with square payments on our embedded forms until now. What's the problem?

    Funny thing is the embedded forms work properly in Microsoft Edge browser.

     

  • Profile Image
    Kevin_G
    Answered on March 16, 2018 at 01:48 PM

    Apologies for the inconveniences this may have caused to you. 

    I have been testing your embedded form and I can see it works, I was able to type in data in the mentioned fields: 

    1521222106screenshot_01.png

    I'm using Google Chrome and Windows 10, I have cleared your forms cache for now, may you please test and see if the issue persists? 

    I also checked the web console and it seems clear, there are not errors causing this. 

    If the problem persists, please try embedding your form using the iFrame code instead: https://www.jotform.com/help/148-Getting-the-Form-iFrame-Code 

    Let us know how it goes. 


  • Profile Image
    lorbbyo
    Answered on March 16, 2018 at 01:55 PM

    I am also using Google Chrome and Windows 10 Pro. I still cannot click or type in the credit card boxes - and even when a product is selected, the total price is showing $0. See attached screenshot. Again, this is only happening when embedded, not when using the direct JotForm link.1521222898screenshot.png

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    lorbbyo
    Answered on March 16, 2018 at 02:03 PM

    Ok I just switched it to iframe and it works fine. Does this mean I will always have to use iframe now rather than the regular embedding method?

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    Kevin_G
    Answered on March 16, 2018 at 02:07 PM

    I have just checked your page and it seems to be using the form's iFrame code, the form should be working fine with both embed methods, as I tested before the form was working fine with the default embed code. 

    I would recommend you to try clearing your browser's cache in case the issue happens again, this guide will help you doing so: https://kb.iu.edu/d/ahic 

    It may be that something is generating conflicts as  well, any security software installed on the computer, antivirus or add-on installed on the browser, I would also recommend you to check the web console to see if there are errors and temporary deactivate the antivirus, add-on and try using a different connection if possible, this will help to identify further what may be causing the issue. 

    This guide will help you getting the console report if the problem persists: https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers 

    Thanks.