Embedded form: Submit button is not working as expected

Hello,

The form I have embedded on my website has glitches for some users.

Some can use it and submit it fine, but others have issues.

Some of the issues coming up are:

• They fill it out then press submit, but it does nothing
• They fill it out then press submit, it resets all answers and flags them as needing to be filled out

The form impacted by these issues is: https://form.jotform.com/232306877722864

Please help! This is on our landing page, which we have ads running to and we've had more than 50 people in the last month tell us that it wasn't working for them.

We'll be forced to switch to Typeform if this can't be resolved :(

Thanks so much for your help

Hi Alicia,

Thanks for reaching out to Jotform Support and we're sorry to hear about your experience. I've cleared your form's cache which should help. Can you try it again and see how it goes? If the same thing happens again, please try embedding your form using the iFrame code found on your Form. Let me where to find it:

1. In Form Builder, click on the Publish tab and on the Embed section.
2. Next, select the iFrame code.
   
3. Then, copy the code and use it on your website.
   

If the same thing happens on the iFrame code, please share with us the link to your webpage so we can check it out and see what's going on further.

Give it a try and let us know if you need any help.

Hello Raymond,
I have already switched the form over to iframe to try and fix the issue
and it persisted.
*Meaghan Stanhope*
Operations Manager | The Love Your Skin Program
...

Hi Meaghan,

Thanks for getting back to us. Can you share with us the link to your website and allow us to make a test submission on your live form so we can investigate and see what's happening further?

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

Hi Raymond,

Our site is: https://hl.loveyourskinprogram.com/test

Please note that it works for some (I've tested it and it works for me), but the issues described in my initial message have been coming up for MANY people, we've been notified by at least 50 different people that those issues were happening, and those are just the people who bothered to message us and let us know, there would naturally be many more who couldn't submit that didn't message.

Thanks,

Hi Meaghan,

Thanks for sharing the link to your website. I've gone ahead and made a test submission in it and was able to do so without any error. Please check out the screencast below for my result:

As we're unable to replicate the issue, we'd need more details on how the error can be reproduced so we can find a solution. Do you know if the affected users uses similar devices? If so, what's the device they're using that affects the form? If you can ask any of the affected users to take a screenshot of the console log when the issue occurs, that will give us a bit more details to what's happening.

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

Hi Raymond,

I understand what you're saying but we have a team that does our messaging and our goal in these messages is to book people in for a sales call, so we don't typically derail the conversation by asking them to go back and try to duplicate the error for us and get a screenshot. By the time they tell us it's not working they've already closed out the website.. getting them to go back on and duplicate the error is a bit much.

It's not just one person who experienced this.. it was A LOT.

It's been either not letting them submit or when they try to it clears all of their answers.

If you can't resolve this we are likely going to move to typeform.

Hi Meaghan,

We're sorry to hear about your experience. I've checked your website and your form again but couldn't see anything that would cause the issue. As a troubleshooting step, could you try embedding the form on your website using other methods such as the source code or the script? Should you be able to replicate the issue, please let us know together with any relevant details such as the error message, steps to replicate the issue, browser and device used, and a screenshot of the console log.

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