Client paid with an accepted credit card, but did not receive an onscreen message after clicking submit

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    Asked on August 23, 2018 at 11:50 AM

    I want there to be either one of 2 messages after they click "submit": a confirming message or a message that states that their submission did not go through, why it did not go through, and what they need to do about it.

    My clients are becoming very frustrated. 

    Thanks in advance,

    Bob Blake

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    Answered on August 23, 2018 at 12:50 PM

    The form is always set to redirect when the submission is successful. You already configured this in the form.

    However, when payment didn't go through is another thing. The form will redirect to a standard non-editable page showing the error message and related error codes. Your client can go back and try to correct the card or use another card. Data on the form should be kept. Please provide us that error, so we can also check and investigate what's causing it.

    As for the message, I would suggest adding that below the submit button. A note that would tell them know what to do when the payment is declined after they click the submit button.

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    Answered on August 25, 2018 at 03:14 PM

    So when I put in my credit card number with one digit wrong it asked me to correct it without going to a new page. BUT, when I put in the wrong CVV code it took me to a page where I had to enter a word to match the one showing - but then it DID NOT go back to the form to let me correct it.

    So please tell me you can fix this. My client is very upset about this problem.

    thank you,

    Andrea Barnes

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    Answered on August 25, 2018 at 04:56 PM

    The credit card number is 16 digits. If you miss one digit, the inline validation will be triggered. But entering a wrong credit card number or CVV or both will redirect you to a standard page showing the error. There is a link that you can click to go back and correct it.

    Based on your description, it seems that you are referring to the captcha field. I would say this is a different problem, and it is related to the embed method. Somehow, the form creates a conflict on the page which causes it to redirect to a captcha page. This is sometimes happening when JS embed is used. To fix this, we recommend re-embedding the form using our iframe method: 

    I hope that helps. Please keep us updated.

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    Answered on August 26, 2018 at 08:05 PM

    OK, thanks. That seems to work now.  I tested it several ways. It worked even when I entered an incorrect zip code. But that's ok I guess.


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    Answered on August 26, 2018 at 11:46 PM

    Glad to see that the issue is now resolved for you. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help. 

    Thank you for using Jotform!