Form submission missing uploads

Hello now I have three individuals who say they have submitted the form but the payroll person said she has never received them. Byron Keats, Paulo Malek and Francis Stanley. I have checked to make sure the correct email was in the system so payroll receives them, she gets the others so it works. I will ask them if they get any error messages but when I go into the INBOX for that form I don't see any recent uploads for any of them.. March 5th is the last time I could see one for Paulo and I see none for Francis and only one for Byron.. not sure what is going on. Do they have to everytime sign the OPT out of retention bonus form before it will work? Or was that one a one time only need???

Hi Manatokan,

Thanks for reaching out to Jotform Support. I'm not exactly sure if I understand you correctly. Are you not getting submissions in the form? Or are there no files uploaded in the submissions? Can you provide us more information on how your form works and what's currently happening? If you can send us the form link, we'll be able to test the form. You can also send us the submission IDs you need help with so we can check.

Once we have a better idea of what's going on, we'll be able to help you with this.

https://form.jotform.com/213285728055257

Attached is the link to the form, and I don't know what their IDs would be but their names are:

Byron Keats, Paulo Malek and Francis Stanley

Hi Manatokan,

Thanks for getting back to us. I’m really sorry that this is happening. I checked everywhere in your account but I didn't find any traces of recent submissions from the individuals who said they had submitted your Travel Expense Claim form (213285728055257).

Your form is set up to conditionally send an email to the payroll's email address when submitted initially. I checked its mail logs and I didn't find any failed email attempts. You can also check your account's email history. We have a guide here explaining how to do that. The email address is also not on the bounce list. This guide will show you how to check that.

The email address field on your form isn't set as required but you can ask those individuals if they entered their email address when they submitted the form. You can ask for their email address so we can check their mail logs. Also, did they confirm they saw a Thank You message after submitting your form? If possible, you can ask them to submit your form again.

Is your form embedded on your website? Can you tell us the link to your website where we can find your form so we can check it?

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