Drag and Drop Upload Widget: Upload file form doesn't seem to be working

https://form.jotform.com/81717642829163

https://www.jotform.com/analytics/81717642829163

How do I download the uploaded file(s)?

The submission log is accurate; however the actual file(s) entered into the Jotform for upload are missing.

Thank you for contacting us.

I have updated the allowed file extensions in your Drag and Drop Upload widget. The extensions should be added without the full stop (period) symbols.

Then, I was able to submit a test entry with a file upload.

You may submit the form to make sure that the widget is fixed now.

Unfortunately, there is no way to restore files for old submissions. The files were not uploaded to our servers.

Thanks for the reply.  Had we done something wrong prior?  There was no error message.

Now, the upload is successful when the user clicks twice... once on the grey "Begin Upload" button and then subsequently on the yellow "UPLOAD" button.  If the user drags the file into the box, and then clicks the yellow "UPLOAD" button, it does not actually upload.

Is this intentional?  This user interface seems prone for error.

The file extensions were specified with the full stop symbols (like .xlsx, .xls) which caused the widget malfunction.

You are right, the 'Begin Upload' button is supposed to be clicked to initiate the upload. Then, the 'UPLOAD' (Submit) button is supposed to be used to submit the form entry.

You may consider using a regular File Upload field instead of the widget. It comes without the extra upload button.

OK, we'll switch widgets.  

Being that this widget was malfunctioning (in additional to confusing UI), may we kindly request some credit for our monthly Jotform fees? 

This recently caused us a lot of headache to track down a new customer file.

Thanks

Actually, we are not offering discounts on situations like that. However, I will deliver this to the team. Thank you.

I don't think this is fair.

We really appreciate your feedback but unfortunately, we do not offer credits for this kind of situations.

The widget was not configured correctly. Also, the upload button must be clicked for the files to be uploaded. You can make the field required so that it prevents the submission if the files are not uploaded.

You can also use the native File Upload field instead for file uploads in your form. It also has a better user experience.

Complete Guide: How-to-Create-File-Upload-Forms

Let us know if you need further assistance.

Do you offer phone support for paid customers?

In particular, Mike who replied on 15Oct seems to empathize that the widget is screwed up.

Unfortunately, we do not have phone support.

That is the way that the widget is intended to work. The uses have to click the Begin Upload button for the files to be uploaded.

If you want to prevent submissions that have not uploaded the files first, you can set that field as Required.

Alternatively, you can use the File Upload field (and not a widget) instead which supports drag and drop as well.

Complete Guide: How-to-Create-File-Upload-Forms