Why am I not Receiving Submitted Forms?

  • Profile Image
    IHSOffice
    Asked on January 10, 2019 at 01:12 PM

    Hi Jotform!

    I have 2 people that claim they have successfully filled out a form, and yet, I have not received the submission.


    Can you help????


    Thanks in advance!

    Be Blessed,
    Kristin

  • Profile Image
    DonaldHag
    Answered on January 10, 2019 at 01:52 PM

    Is it possible to provide a screenshot of their submissions within the submissions view?

    Here is a guide on sharing screenshots to the thread: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum.

    We need this information to trace the Emails and resolve the issue.


  • Profile Image
    IHSOffice
    Answered on January 10, 2019 at 02:43 PM
    No, because I’m not receiving them. That’s the problem. They are saying the form has been filled out and submitted, but I don’t have it on my end…
    Thanks!
    Be Blessed,
    Kristin O’Connor
    IHS Office Manager
    clientservices@ihsvt.com
    P: 802-433-4257
    F: 802-433-4260
    www.ihsvt.com
    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
    ...
  • Profile Image
    DonaldHag
    Answered on January 10, 2019 at 03:10 PM

    I apologize for the previous message or any inconvenience caused. What I meant to ask is can you provide the Emails of the users and the time they filled the form. Using this information, we can attempt to trace the Emails.

    I have sent a test submission to your form, you should be able to see it within your submissions. This means the form is correctly setup. Do confirm with the users if they fully submitted the form. I noticed on your form, you have to click the submit button twice before the form is submitted. A good way to find out is to ask the users if they got to the Thank You Page at the end of the form.

  • Profile Image
    IHSOffice
    Answered on January 11, 2019 at 09:43 AM
    Hi and thank you!
    I see your test submission. Thanks for doing that. (I’ve done several myself, too - its the fastest way to see if it’s a user error, or a form error in my opinion).
    The emails for the users saying they have submitted the form are:
    gwmj5699@gmail.com
    8256634@gmail.com
    How do I make the submit button be a 1-click-and-done.
    I have some pretty frustrated people with me… the form is long and detailed, so them repeatedly doing it is making them upset…
    Thanks again for all your help!
    Be Blessed,
    Kristin O’Connor
    IHS Office Manager
    clientservices@ihsvt.com
    P: 802-433-4257
    F: 802-433-4260
    www.ihsvt.com
    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
    ...
  • Profile Image
    DonaldHag
    Answered on January 11, 2019 at 11:41 AM

     I have checked the Email Logs for the above Emails and there is no Email Autoresponder sent out to those Emails. This means the users have not completed the forms. 

    To ensure the form is submitted on clicking once, move the text below the submit button above the button. This should fix the issue and allow the user to submit by clicking once.

    1547224002Selection_151.png

    I recommend you inform the users failing to submit the form as follows;

    - Send them a screenshot of the Thank You page and ask if they are able to view it after submitting the form.

    1547224078Selection_150.png

    - Send a screenshot of the error messages that show when form fields are filled incorrectly or required fields are left blank and ask if they encounter these when filling the form.

    1547224160Selection_149.png

    - Setup an Email Notification such that an Email is sent to you whenever the user fills the form. Checking the sent Emails can give you more information on whether the clients filled the form.

    - Identify the pain points on the form (you did mention it is a long form :) ) and see how to simplify the user's experience. Sometimes users will make errors when filling very long forms. You can paginate the form, add form tabs or a progress bar.

    A different issue I noticed is you are using the form to collect sensitive medical data. Consider using HIPAA Compliant Forms in order to have forms complying with medical data transfer regulations. You can consult with your Legal Counsel on whether this is a requirement for the kind of data you are collecting. 

    For further assistance, do let us know.


  • Profile Image
    IHSOffice
    Answered on January 11, 2019 at 12:43 PM
    Thank you!
    Be Blessed,
    Kristin O’Connor
    IHS Office Manager
    clientservices@ihsvt.com
    P: 802-433-4257
    F: 802-433-4260
    www.ihsvt.com
    This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
    ...