Phone number not appearing in attached PDF

My client just told me that on the Patient Information form, whe3n they get the form via email, everything looks great, but when they download the phone numbers disappear. Can you help?

Many thanks,

Greg

Hi Greg,

Thanks for reaching out to Jotform Support. When you say download, are you referring to downloading the PDF with submission data? If so, I cloned your form and tested it to see if I could replicate the issue, but everything worked the way it was supposed to. The phone numbers are displayed in the PDF. Take a look at the screenshot below to see my results:

If that’s not exactly what you’re looking for, can you explain a bit more so I can help you better? It would help us to understand what’s happening if you could take a screenshot and send it to us. We have a guide here explaining how to do that.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi Joseph,

Thank you for getting back to me. Ok, here is the strange part. I had the client forward one of the emails that they received with the PDF attachment to me. When they did , I looked at it and the phone number was there. She looked and said yes, it was. They then checked another one and said that the phone number was not showing up on that PDF. I had them forward that one to me and indeed it was not there.

Would it help if I were to forward that email to you? If so, let me know what email address to send it to and how to reference this case.

Many thanks in advance.

Greg

Hi Greg,

Thanks for getting back to us. I cloned your form and tested it to see if I could replicate the issue, and I ran into the same issue. When I looked at your form, I saw that, Patient Information PDF does not include the phone number. You'll need to generate a new PDF from the PDF Editor, and then you can attach it to the Emails. Let me show you how to generate a new PDF:

1. In Form Builder, click on the Downward Arrow icon on the top-left side of the page and select PDF Editor.

2. Click on New PDF, appears on the top side of page, and then click on New PDF Document.

After creating a new PDF, you can attach the PDF to your form. Follow the steps mentioned below to attach the new PDF to your form:

• Open your form in Form Builder, and in the orange navigation bar at the top of the screen, click on Settings.
• In the menu that opens on the left side of the page, click on Emails.
• Hover your mouse over the Notification Email, click on Pencil icon.
• Click on Advance tab, add New PDF Document, and click on Save.

Give it a try and reach out again if you have any other questions.

Hi Arsian,

Many thanks for your reply. I did create a new PDF form. Could you please take a look and maybe test the form to see if it now works?

Many thanks in advance.

Greg

Hi Greg,

Thanks for getting back to us. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screenshot below to see my results:

When I check your form, I can see that Recipient of Autoresponder Email is set to Patient's full name, you'll need to change it to email. Let me show you how you can change it:

• Open your form in Form Builder, and in the orange navigation bar at the top of the screen, click on Settings.
• In the menu that opens on the left side of the page, click on Emails.
• Hover your mouse over the Autoresponder Email, click on Pencil icon
• Click on Recipient tab, select Email under the Recipient's Email, and click on Save.

Can you try it again and see how it goes? If you run into the same issue again, let us know if we can do a test submission on your original form to test this.

Once we hear back from them, we'll be able to move forward with this.

Hi Arsian,

Again, thanks for the quick reply.

Ok, I followed the instructions you sent on changing the sender name to EMail. When I got there I clicked the dropdown menu, but email is not there. I checked it several times.

Just FYI, when i click the dropdown next to reply-to Email, Email is there.

Not sure why that is or what to do, please advise.

Sorry for all the problems!

Greg

Hi Greg,

Thanks for getting back to us. You need to change the Recipient's Email in Autoresponder Email, not in Notification Email. Checkout the screencast below:

Give it a try and let us know how it goes.

Thanks Arsian,

Ok, I made the update, if you want to check it one more time just to make sure I did it right.

Again many thanks for all your help and patience.

Greg

Hi Greg,

Thanks for getting back to us. I am always happy to help. I cloned your form and tested it to see if I could replicate the issue, and now I can see everything is working properly. Check out the screenshot below to see my results:

Let us know if there’s anything else we can help you with

Many thanks Arsian, You and your team are GREAT!

Greg