Was there an e-mail glitch on Saturday?

  • Profile Image
    Pegazo1
    Asked on July 02, 2018 at 10:41 AM

    Was there a problem with e-mail responses and inboxes on Saturday?  Or, can you determine how this happened....

    A donor attempted to enter two donations on Saturday at about 11:40am Central.  She e-mailed my boss to say that she received messages telling her that both donations were unsuccessful.

    We didn't receive any e-mails at all from Jotform, nor have we found any evidence in the inboxes.  However, Authorize.net processed both of the transactions successfully, and the transaction source on both is "Solution Name: Jotform".  Screen shot from Authorize.net:


    So, how is this possible?

    We think that she must have been using either this form:

    https://form.jotform.com/73065654520151

    or this subform:

    https://form.jotform.com/73065259420151

    which is an offshoot of this:

    https://form.jotform.com/73064577820157

    Thanks for your help,

    Peggy Dolter / John Burroughs School


  • Profile Image
    eugene
    Answered on July 02, 2018 at 11:45 AM

    There weren't any reported problems with Jotform's e-mail services on last Saturday (June 30). After checking mail logs of your account, on June 30, I can see that the emails have sent from our side.

    You can also check the e-mail history of your account by heading to the page:

    https://www.jotform.com/myaccount/history 

    Just pick Emails from the top left dropdown list on the page, then Emails will be listed. You can click the blue arrow in a square button to see email's contents. Please check the mail history and see if the donor's related e-mail has been sent from our side or not.


  • Profile Image
    Pegazo1
    Answered on July 02, 2018 at 12:13 PM

    I had forgotten that we could see that e-mail log!  Thanks.  There is no evidence of this donor's transactions in the e-mail log, either.  It seems like she must have found some other portal to send transactions through to Authorize.net; I have e-mailed her twice to request more details of exactly what she did on Saturday.

    The really strange thing is that in Authorize.net both transactions say the source is JotForm.  I've contacted tech support at Auth.net, and they didn't find anything strange with those transactions.  On their side, they look like normal transactions that came from JotForm.

    Thanks....

  • Profile Image
    aubreybourke
    Answered on July 02, 2018 at 12:52 PM

    I checked your forms to see if there was any pending payments. And was unable to find any for these forms:

    https://form.jotform.com/73065654520151 

    https://form.jotform.com/73065259420151 

    https://form.jotform.com/73064577820157

    Is it possible that it was some other form that was used? Please check. 




  • Profile Image
    Pegazo1
    Answered on July 02, 2018 at 02:25 PM

    Aubrey, where do I find pending payments?

    It really sounds like the donor used one of our JotForms, as Authorize.net indicates.  Here is what the donor wrote to me:

    "Hi Peggy….I will do my best with this:  I was using a Macbook Pro…current operating system is High Sierra 10.13.5.  The browser was Safari.  I was attempting to make a single gift of $____ [deleted amount] to the “drop down” provided on the menu at the Burroughs web address.   I do not recall which avenue I used to enter.   I was responding to a (US…snail mail) mailing from JBS re the new science and research building effort and realized that it would be easier to make a gift online as opposed to writing a check.  Following completion of the personal and credit boxes, I submitted the donation.   A page showed up that stated the transaction did not go through.   I tried again and received the same response.   At no time have I received an email.    However, a phone call to me this morning from the Development office indicated that both transactions actually went through despite the contradictory messages.   I have contributed to JBS through the online option in the past."

    So it was probably a link from this page: https://jburroughs.org/support-burroughs

    And it wasn't a link from some old e-mail message, from before we went "live" with Jotform and we were still on WhippleHill.

    It seems that she received a pop-up error on both transactions, although they both went through to Auth.net.

    It's still pretty mysterious!


  • Profile Image
    DonaldHag
    Answered on July 02, 2018 at 03:02 PM

    Is it possible to get an email from the user showing the transaction? This could help in determining whether the user filled the form.

  • Profile Image
    Pegazo1
    Answered on July 03, 2018 at 11:43 AM

    Unfortunately, the errors she saw were pop-ups (not e-mails) and she didn't take screen shots of them.  :-/

  • Profile Image
    BJoanna
    Answered on July 03, 2018 at 12:24 PM

    I am not sure how this happened. Maybe it was a temporary issue. One the page you provided there are two forms. I also noticed that you have embedded some other forms inside of the form https://form.jotform.com/73064577820157. Inside of this form the following forms are embedded:

    https://form.jotform.com/73044365820150 

    https://form.jotform.com/73043972820153 

    https://form.jotform.com/73043738320148 

    Considering that you do not know which form the user submitted I would suggest you to check the submission page of all your forms that are integrated with Authorize.net. 

    If you can provide us a screenshot with the transaction we can report this issue to our developers. However, we need to know exactly which form was used.

    You can also provide us an email address of hat use and we will check our email logs to see if any email was sent.