Card Form: Payment filed is throwing required error message even when it is filled

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    agarrad
    Asked on August 23, 2018 at 08:57 AM

    Hi i am investing in using your forms for my company however after a matter of a few hours of going live to my customers the form is not reliable at all.


    I am constantly getting messages from customers about how its not working such as... if you select more than 1 letter and complete the form certain fields that are ticked by the customer such as a standard radio button (gender: boy or girl) as showing as field not complete and you can't submit to payment, I have looked at the logic and even though i select the options that are correct for the form to work and save... give it 20 minutes and some become unselected again and the form starts playing up. Your form services are very expensive compared to my last provider and reliability so far is poor. 


  • Profile Image
    BJoanna
    Answered on August 23, 2018 at 11:47 AM

    Sorry for the inconvenience this may caused you.

    I tested your form and I was able to replicate the issue your users reported but only when I selected 3 or 4 letters. I was able to replicate the same issue on my cloned form as well. The payment filed is actually throwing an error but I am not sure why. On my cloned form I was able to resolve the issue by removing and readding the payment field. Can you please try the same?

    I would suggest to clone a form and do it there first, just for a test purpose. If it is working on your cloned from, then you can do it on your original form as well. However, please download your data first for a backup purpose before deleting a payment field from a form, because data collected with that field will be removed from the submissions page. 

    How to Download Form Submissions as Excel/CSV/PDF

    Once you re-add the payment field you will have to redo your first tree conditions and setting of the payment field. 

    Here is my cloned form which should work - https://form.jotform.com/82344177745968 

    Feel free to test it and clone it. 

    Once again sorry for the inconvenience.

  • Profile Image
    agarrad
    Answered on August 24, 2018 at 03:29 PM

    Hi even on your cloned form, as soon as I started inputting details, various "required" fields turn red and stay red even after completed. To get around this I have temporarily removed the "Required" status from the fields causing the issue but this is not ideal and needs to be resolved asap please 1535138955Screen Shot 2018-08-24 at 20.2

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    BDAVID
    Answered on August 24, 2018 at 05:06 PM

    I just cloned the form too, and cleared my forms cache, the form was submitted without an issue. Please try clearing your forms cache to see if it makes a difference: https://www.jotform.com/help/229-How-to-Clear-Your-Form-Cache 

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    Andy
    Answered on August 25, 2018 at 03:44 AM

    Hi, This is still causing MAJOR headache!


    I have now, removed and re-added the payment field (loosing all previous payment data from the form)

    I have cleared the cache as instructed above.


    The Issue is now becoming to the point i am re thinking my form provider


    if the user selects 3 or 4 letters this causes the browser to crash on mobile devices with the error " This web page was reloaded because a problem occurred."


    I have checked my form logic and all appears correct and should work...


    Using the code for Dreamweaver provided in the form publish options i have created a page for testing


    https://www.official-santa-letters.co.uk/order-failed.html



    If you select 4 letters and continue the form will crash the browser 




  • Profile Image
    DonaldHag
    Answered on August 25, 2018 at 09:39 AM

    if the user selects 3 or 4 letters this causes the browser to crash on mobile devices with the error " This web page was reloaded because a problem occurred."

    If you select 4 letters and continue the form will crash the browser 

    I have tested the form on an Android device and was able to complete it from start to finish using the link you provided: https://www.official-santa-letters.co.uk/order-failed.html

    I selected 4 questions and was directed to the PayPal page after.

    Please let us know what mobile device you tested the form on?

    In addition, try a different internet connection and see if the form works with no errors.

    15352037884-letters.png