Card Forms > Conditional logic: Multiple Submissions are received if submit button is clicked multiple times

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    svccweb
    Asked on August 10, 2018 at 01:18 PM

    Hello, 

    On one of my forms, has experienced three multiple submission. I even have check cookies on. It has a payment integration so it is really bad for us to charge multiple customers twice. Any ideas what could be causing this?

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    BJoanna
    Answered on August 10, 2018 at 02:10 PM

    Sorry for the inconvenience this may have caused you.

    I checked your submissions and I found the duplicate submissions. I also saw that the timestamp between submissions is just a few seconds. I can only assume that the users reloaded the Thank You page, which created duplicate submissions. However, the Unique Submission feature should prevent duplicate submissions. 

    Was this feature enabled when you received those duplicate submissions? I am asking because I was not able to replicate the issue on my cloned form even when I reloaded the Thank You page. 

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    alkdesign
    Answered on August 10, 2018 at 02:20 PM

    That is exactly my concern because I have always the check cookies on because we have experienced multiple submission on our other forms. 

    The cookie feature has been on the whole time the form has been live. 

    Could it be because the form is embedded? 

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    AshtonP
    Answered on August 10, 2018 at 03:21 PM

    It should not allow resubmissions even when the form is embedded with your website. I tried to test this myself integrating a cloned version of your form in the site and reload to resubmit but it didn't allow the re-entry.

    It does appear to have caused due to some glitch. If should not happen again as we couldn't replicate it with a few possible scenarios. Let us know if it happens again and we'll elevate this to our Development Team.

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    alkdesign
    Answered on August 10, 2018 at 06:47 PM

    Ok thank you. I will let you know if this happens again. 

    I contact the last person who submitted a form that resulted in duplicate submissions, and she said that she may have pressed the submit button twice. Could that have done it?

    Thanks!

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    svccweb
    Answered on August 10, 2018 at 06:48 PM

    Sorry, I accidentally change jotform accounts; I am the same person for svccweb and alkdesign. 

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    BDAVID
    Answered on August 10, 2018 at 07:19 PM

    If it is pressed more than once, that can trigger the duplication. Keep us posted if it happens again.

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    svccweb
    Answered on August 14, 2018 at 01:26 PM

    It happened again! This is becoming a very serious issue. There are another two submissions with the same timestamp.

    My coworkers are wanting to abandon jotform altogether. 

    Would really appreciate some help.

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    BJoanna
    Answered on August 14, 2018 at 02:12 PM

    I will report this issue to our developers. 

    I was able to replicate the issue on my cloned form but only when I disabled Unique Submissions feature. 

    Also, based on my test this can happen only when the field where the submit button is shown is conditional. 

    As a workaround, until this issue is resolved by our developers, please set Review Before Submit inside of the Form Settings to YES. This will prevent multiple submissions if submit button is clicked multiple times.