We are not receiving our forms after our customers submit them, what is happening?

  • Profile Image
    ecti
    Asked on March 22, 2011 at 01:52 PM
  • Profile Image
    brx250
    Answered on March 22, 2011 at 10:55 PM

     

    Hi there,

    When a customer submits your payment form we keep submission data in our database until the payment is completed.

    We process the submission (ie. send emails, add to Submissions page) only after we receive a notification from the payment gateway(Paypal, Autorize.net).

    Using this wizard, you can “complete” a pending submission manually or “delete” it.

    _____________________________________________________________________ 

    Albert | JotForm Support

     

     

  • Profile Image
    ecti
    Answered on March 23, 2011 at 10:27 AM

    If this is true than why in Paypal have we received notification that the payment has been processed and accepted but have yet to receive the our form submissions from you. Obviously this is going to be a problem for many people because we will never receive our forms because you cannot get them to us in a timely manner.

    We have well over 100 jot forms that have the same pricing  for different services which makes it virtually impossible to go into the jotforms website and look for new submissions that we have yet to recieve every time one of our customers pays through Paypal.

    Where are my form submissions if I recieved the money in Paypal yesterday?

  • Profile Image
    allanftd
    Answered on March 23, 2011 at 10:58 AM

     

    H ecti, 

    We understand your concern. We have observed that other users have reported this same issue. which have prompted us to quickly escalate this issue with the highest priority to our programming team. They're now working on investigating this issue. We'll update you through the support page once the cause is known and this issue is resolved.

    We sincerely apologize for the inconvenience this has caused. Thank you for your patience on this matter.

    JOTFORM SUPPORT

     

  • Profile Image
    allanftd
    Answered on March 23, 2011 at 11:28 AM

    Hello ecti,

    While our programming team is looking on the issue, I stumbled upon one of the threads about the same issue and how another JotForm user was able to see his new submissions albeit with no email notification from JotForm. Please refer to this page:

    http://www.jotform.com/answers/18440-no-email-notification-after-test-payment#3

    This may work for you in the meantime while we are still investigating. Let us know how it goes.

    JOTFORM SUPPORT

  • Profile Image
    aytekin
    Answered on March 23, 2011 at 11:47 AM

    Do you see the submissions on your Submissions page? Is this an only email problem? 

    Exactly on which form do you have this problem?

  • Profile Image
    aytekin
    Answered on March 23, 2011 at 12:28 PM

    We found this problem and fixed it now. It was caused by a code change we made for the recent Dropbox integration.

    You should receive your submission emails from now on. This bug only affected emails. So, you can see the previous submissions on your Submissions page.