[CARD Form]: the Welcome Page is causing issues on long card forms.

  • Profile Image
    agarrad
    Asked on August 28, 2018 at 03:50 AM

    Hello. I have contacted countless times regarding continued problems that our customers are experiencing with your form services.

    My original form is continually giving various errors to customers including causing browsers to crash/reload on Mobile devices 

    So...


    I have started creating a brand new form from scratch and have been testing at every stage of the form building process. I have got to the point where I haven't even started providing form logic and the form is already causing Google chrome on my iPhone X to crash /reload. I am at the end of my patience with this as every time I try to contact someone through your "forum" style support services. I get someone new and the same "we can't find any issues" response! I have been using your paid services for less than 2 weeks and your forms have already caused us "i don't know how much in lost business" from customers that are unable to complete the order process because of crashing forms or forms that won't even send due to unknown errors appearing at the review stage of the order process. 


    I have had customers complaining that the order form page is causing their mobile browsers to reload at various stages of the order form process, customers that can not complete due to the order form not submitting due to errors stating the form hasn't been completed even when they have completed every field during the order process.



    If this is not resolved TODAY then i will have no choice but to cancel my services. I choose to switch to your company as your order forms looked great however looking great do not compare to reliability and my previous provider (wufoo) gave NO issues in 7 years


  • Profile Image
    Victoria_K
    Answered on August 28, 2018 at 09:11 AM

    Hello, 

    Our sincere apologies on any inconvenience caused. I was checking and testing your form and it seems to me that there was a conflict between conditional statements, which hide multiple fields based on the number of letters chosen. The statements overlapped each other and several fields were controlled with different statements. 

    My apologies, but I have disabled 3 HIDE statements and added 3 SHOW statements instead. This way the fields to show are controlled with single condition. The logic to show corresponding number of fields for letters selected is kept. 

    I have then tested the embedded form again and it seems not to be crashed on IOS devices with Safari:

    1535459448Untitled.gif

    However, the problem persisted when checking the form with Chrome on mobile devices. 

    Unfortunately, the issue is caused by form's Welcome Page for some reason. I will be reporting this to our developers for fixing. 

    Meanwhile, would it be possible for you to replace the Welcome Page with Text Element, which also allows adding images? From my tests on a cloned form, this should resolve the issue until we receive a response from our developers.

    1535461673The Easiest Online Form Builde

    Our apologies for the inconvenience once again.

  • Profile Image
    agarrad
    Answered on August 28, 2018 at 09:26 AM

    hi thank you for your reply. I have now just removed the welcome page completely without adding any new fields for a welcome. and the issue is still there on google chrome so it is not linked to the welcome page.


    I am now currently working on moving our order system back to our pervious supplier however I would prefer to continue using your forms. If this is not fixed today then i will have no choice but to cancel this service as we are loosing customers because of this!

  • Profile Image
    Victoria_K
    Answered on August 28, 2018 at 09:35 AM

    Thank you for checking the suggested option. It didn't work for me first time too, but now I have cleared form caches for your account. 

    Can you please test the form again with Chrome?

    Works on my side:

    1535463267Untitled.gif

  • Profile Image
    agarrad
    Answered on August 28, 2018 at 09:41 AM

    no different, and i even re-tryed after clearing cache and also used incognito to ensure no cache files are used when loading1535463655IMG_2977.png

  • Profile Image
    Victoria_K
    Answered on August 28, 2018 at 10:07 AM

    My apologies. I was able to replicate this again on actual iPhone device, however mobile emulator have not revealed the problem. 

    The form also has Section Header elements, which appear to work same as Welcome Page. When reaching every such element the user is being redirected too many times on Chrome mobile. 

    1535465013The Easiest Online Form Builde

    We would appreciate if you could replace these Section Headers with Text elements for the time our developers working on this matter. I will update the ticket with additional information you provided. 

    Meantime, I can also see that the ticket is already assigned to one of developers and is marked as Very Important. Hopefully, we will get a fix soon.

  • Profile Image
    agarrad
    Answered on August 28, 2018 at 10:59 AM

    Hi i have removed all the section headers (not ideal) and replaced with text fields. this seems to temporarily stopped the form from crashing. but if i can be updated once this is fixed please

  • Profile Image
    Victoria_K
    Answered on August 28, 2018 at 12:03 PM

    We appreciate your patience on this matter and we will keep you posted with any update regarding welcome page and section headers issue on long card forms.

    Thank you.

  • Profile Image
    arda
    Answered on August 29, 2018 at 12:41 PM

    Hi, the problem was resolved and I checked your form. Seems, there are no problem at the moment. If you curious the problem, we discovered there was a special problem on iPhone X.  We have added extra control to resolve. 

    Against the possibility of a problem, please clear your form cache. You can benefit from this guide: Guide

    If you will have a problem, don't hesitate reaching us.

    Best Regards.