Why is my form inconsistent & deleting information?

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    Jessica Gutierrez
    Asked on August 01, 2019 at 12:30 PM


    We have had several patients unable to fill out the form in it's entirety, because they are not asked all the questions. Also, we had a patient fill out the information, yet when we received the form, it was blank. I have attached a copy of the first page so you can see. The patient filled out name, address, phone #, birthday, etc., but it did not show up when we received the form. This particular patient filled out her form via her mobile phone. I am unsure on the other patients.

    Is there a solution for this? We are an orthodontic office, and need to remain in compliance with HIPPA. This information is crucial to our practice. Please let me know how to proceed.

    On an additional note, you can see in the attachment that the patient's name is repeated in the "siblings" fields. This happens often, and we do not know why.

    We can be reached by email (smile@kccortho.com), but phone call would be preferred 281-392-0888. Please ask for Jessica, Amy, or Ashley as we know Jotform best.

    Thank you,


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    Answered on August 01, 2019 at 01:51 PM

    We are sorry that you are experiencing issues with the form submissions. Since the account is enabled with HIPAA, unfortunately, we cannot check the submissions directly from your account. However, we request you to let us know if the submission data itself is not being displayed or the data is not displayed in the PDF document. Also, it would be helpful if you can provide us with the submission ID. I see that there are only two submissions for the form in the account. Were the other submissions have been deleted? 

    Please try sending a test submission to the form and see if you are able to replicate the issue at your end with the form.

    We will wait for your response. Thank you! 

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    Answered on August 01, 2019 at 02:06 PM

    You may find the submission ID from the form submissions view. Please refer the guide below:


    Could you try downloading the PDF document for the submission from the PDF editor and see if the data is being displayed correctly?