Customers complaining they can't buy tickets - web browser issues?

  • DunbarRoversFC
    Asked on October 15, 2019 at 12:42 AM

    Hi there 

    I need urgent assistance, I have just found out that my customers can not use the jot form effectively because it seems there are web browser technical issues. 

    They go to write their credit card details in and then it rejects them or won't let them pay.

    What is the best web browser to use? and secondly why am I paying for a service when it won't work properly. 

    Thank you. 

    https://form.jotform.co/92341641006851

    Page URL: https://form.jotform.co/92341641006851
  • John Support Team Lead
    Replied on October 15, 2019 at 12:51 AM

    Hi @DunbarRoversFC,

    Apologies for this inconvenience. However, I wasn't able to replicate the issue on my end. I have tried making a test submission on your form using Chrome and IE browsers and was able to submit the form, though payment wasn't successful since my card has been declined (I'm using a test card).

    May we know if the form is embedded on a webpage? If so, could you share with us the URL?

    It would be great if you could also provide what specific error does your users are receiving so we could check. You may also post a screenshot in this forum by following this guide on How-to-Post-Screenshots-to-Our-Support-Forum.

  • DunbarRoversFC
    Replied on October 15, 2019 at 5:59 PM

    Thanks JohnRex

    I had the same issue using the the link I sent you, I have sent that link direct to our customers to purchase their tickets so its not embedded in a Website.


    If you mean the email (Mail Chimp) that it was sent through this maybe an issue too

    I had the issue whereby I couldn't even enter my credit card details in except my name, it wouldn't allow me to tab through to the credit card number and place them in. I had to close my browser down and restart and this worked. 

    Its odd that it does this. 

  • Vanessa_T
    Replied on October 15, 2019 at 6:24 PM

    I was able to successfully fill out your form as well. I am using Chrome / Safari and Firefox on Mac, so it seems like not a browser issue.

    Can you please send the same email you send out thru Mailchimp to jotformsupport@gmail.com. I would like to check if the link generated is somehow modified by Mailchimp.

    Meanwhile, it would really be helpful if you can share a screenshot of the actual error message you or your clients are getting.

    You may add a temporary product with $0.01 or $1 amount for testing.