Customers unable to access form

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    Asked on November 14, 2018 at 02:34 PM

    Hi there Jotform, 

    We have created a form called Maria's Pie Bake, we shared it with our parent body (we're using it for a school fundraiser), and we have had several (5-6) parents write back to say they were unable to access the form or they could place the order, but they were not directed to PayPal. We thought it may have something to do with firewall protection if they were trying to place orders via their work computers, but in a couple cases parents said they tried their home computers, and still couldn't access the form. 

    Can you provide some support as to what we could do to reduce the number of failed attempts? 


    Britt Gendell

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    Answered on November 14, 2018 at 04:38 PM

    If a user was not redirected to PayPal, it is likely that there were no products selected in the payment field.  Since the payment field isn't required, users can submit the form without ever making a selection in payment field and if they don't, would not be redirect to PayPal.

    As far as not being able to access the form, we did have a bit of servers issues earlier today but those were cleared up shortly after.  The form is currently loading on my end without issue, but if anyone is still reporting that it won't load, let us know from where they are trying to load the form and we will take a look.