Customers complaining about not being able to submit their order.

customers are not able to order. please fix

Hi Amali,

Thanks for reaching out to Jotform Support. To confirm, is the user trying to order on this form? if so, I checked the form and I saw that it was set up correctly. Can you please tell us if the user is getting any error messages when trying to make an order? It would help us to understand what’s happening if the user 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.

The form is working. The problem is when they place the order, it doesn't allow them to proceed.

Hi Amali,

Thanks for getting back to us. Are they getting any error messages on why they're not allowed to proceed? If not, can you please try to reconnect the payment integration to see if that would resolve the issue? Let me show you how to do it:

1. In Form Builder, click on the Product field.
2. Click the Product List icon.
3. On the Product List panel on the right, click on the Settings button.

4. Next, click on the Wand icon.

5. After that, click on the Dropdown icon next to the Connected button.

6. Lastly, click on the Reconnect button.

Just continue the process on the modal screen and that's it.

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

I did that. I tried to process again but order button is still not working. Everytime I do a test and hit the order button to complete the process, the order button doesn't proceed to the next step!

Hi Amali,

Thanks for getting back to us. I'm sorry you're having trouble with this. When I cloned and tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

I've cleared your form cache. Can you please test your form to see if it makes any difference? If the issue persists, Can you take a screenshot of what’s happening and send it to us? This guide will show you how to do that.

Once we hear back from you, we'll be able to move forward with a solution.