Why I am not receiving submission and there are also missing submissions?

  • ajscountrymeats
    Asked on August 28, 2019 at 12:33 AM

    I was talking to someone the other day about how some of our customers forms they submit through the jotform go missing, they couldn't see any reason why and said to report it if it keeps happening. It's still happening, the latest, Diana French whos ordered before sent it in this morning and I didn't get it and she didn't get a confirmation email so rang. Any ideas what is happening, ive had quite a few people ring and complain about missing submissions in the last few weeks.

    thank you Andrea

    Page URL: https://form.jotform.co/82802561180856
  • Nik_C
    Replied on August 28, 2019 at 2:33 AM

    Are you sure that that person submitted the form recently since I was able to find only two submissions:

    1566973698Screen Shot 2019 08 28 at 8 Screenshot 10

    Please advise.

    Thank you!

  • ajscountrymeats
    Replied on September 1, 2019 at 10:53 PM

    Hi,

    Yes they were sure they sent and pressed submit button. I found the old entries too.

    I would have put it down to she didn't press the button other than it has happened like 10 times in the last 2 months with regular customers that use form all the time and know to press button and never have had a problem. I've added on form if you don't receive a confirmation email to ring me. And they have saying they sent it but they didn't get an email and I didn't either and it is not in the submissions either????? I'm confused on whats happening.

    Thank you

  • Nik_C
    Replied on September 2, 2019 at 2:30 AM

    Thank you for the additional information.

    Is your form embedded in a website by any chance?

    Since I'm not sure what else could cause such an issue.

    Thank you.

  • ajscountrymeats
    Replied on September 2, 2019 at 7:43 PM

    yes it is

  • KrisLei Jotform Support
    Replied on September 2, 2019 at 8:16 PM

    Hi,

    Are you using the iFrame embed code method when you embed your form on your website? If so, please try to re-embed again your form and run a test submission.

    If not, we usually advise using the iFrame codes of the form to embed it on a website. Since the code is within an iFrame it can prevent your form from conflicts with any web page. 

    For your reference: 

    How to embed a form using iFrame Codes.

    Which form embed codes should I use.

    Embedding a form to a web page

    Kindly also provide us the link or URL where your form is embedded for us to further investigate the issue. Thank you.

    I hope this helps, let us know if the issue still persists.