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    FreshBook Integration: JotForm does not forward data to FreshBooks when certain product is selected in the form

    Asked by GrapheneWeek on April 04, 2013 at 09:15 AM

    We have been using your integration with Freshbooks to automatically issue invoices for event participants. 



    While this works perfectly 90% of the time, there are now several clients who are not transferred from Jotform to Freshbooks. This is particularly strange as other clients before and after have been recorded. This is the case for 

    GWRegSubmission_201335 (University of Lodz)

    GWRegSubmission_201330 (Avli Institute of Nanoscience, Delft University of Technology)



    The details of their shopping basket go into Item rather than Description. Can these be changed?

    Page URL:

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    Answered by KadeJM on April 04, 2013 at 09:32 AM

    I have cleared your form cache from our end to refresh you account, can you please remove the integration and then add it again to rebuild it and check if this helps? Let us know if the issue continues.

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    Answered by GrapheneWeek on April 08, 2013 at 08:25 AM

    Thanks, I did. Still doesn't work

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    Answered by GrapheneWeek on April 08, 2013 at 08:30 AM
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    Answered by KadeJM on April 08, 2013 at 09:56 AM

    I can see that you have 3 other integrations including the Freshbooks one so just to be sure that there is not a conflict I would like for you to try cloning the form and on the cloned form apply only a FreshBooks Integration to it to see if this helps at all and in the meantime we will look into it some more and get back to you as soon as possible.

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    Answered by KadeJM on April 08, 2013 at 10:18 AM

    I've looked into this some more and I was wondering how you have your configuration set up inside of Freshbooks on your end?

    After doing some further testing I think I was able to replicate the problem since I could see even though the Invoice was created I didn't see a payment for the Product show up anywhere. Can you please confirm this on your end for the Student Charge?

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    Answered by GrapheneWeek on April 09, 2013 at 04:22 AM

    Hi, thanks for looking into it so quickly. I think the problem is different as neither a client nor an invoice is created. There is simply no transfer whatsoever. 

    It only happens if one particular product (Early Bird Registration Student Fee) is chosen. If this is selected, it doesn't matter what else is chosen in addition, the contact and invoice details are not transferred to Freshbooks. At the moment, I have to create both clients and invoices for these manually, which is a major hassle. 

    It doesn't seem to be related to some faulty product, as payments are coming in perfeclty, so the paypal integration works a treat. I am reluctant to take off any of the other links. I need paypal for payment and rely on google for backup. This was a life-saver in an earlier stage, when some of the uploads disappeared from Jotform.

    I am using your tool for registrations for one of the most renowned academic conferences world-wide in its field. In addition, the form is quite active at the moment with at least 10 payments/ invoices per day. The amounts are not small.  This will increase significantly in the next days as a deadline is approaching. I am therefore extremely reluctant to experiement with clones. 

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    JotForm Support

    Answered by EltonCris on April 09, 2013 at 11:35 AM


    Thanks for your reply and for providng us more details. We will check this further and get back to you. 

    Sorry for the inconveniences caused.

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    JotForm Support

    Answered by EltonCris on April 09, 2013 at 12:07 PM


    I just made an initial investigation, I simply cloned your form and integrate it to FreshBooks. I've tried what you mentioned, I picked the "Early Bird - Student Rate" and uploaded a file. I then checked my freshbook and everything was forwarded there. It's working just fine. Here's my screencast: https://shots.jotform.com/elton/201232.swf

    This is my setup:

    Can you confirm if this is exactly the same as yours?

    Also, can you provide to us an update of the cloned version of your form? Is the cloned version doesn't have this issue? While I have exactly no clue about which part is the the real cause, I would suggest to do integrations on your cloned form and check if the problem still reoccurs.

    We'll wait your reply. Thank you! 

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    Answered by GrapheneWeek on April 10, 2013 at 05:31 AM


    yes, I confirm that the setup looks exactly like your screenshots. The integration works perfectly for the academic rate and integrates other products as well. 

    I cloned the form and created a test submission for the faulty product (Early Bird Student) and again, no invoice was created although the integrations were in place. 

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    Answered by GrapheneWeek on April 10, 2013 at 05:46 AM

    I now deleted the product that cause issues and then added a new one with the same value. This seemed to have done the trick. Thanks for your help.

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    Answered by GrapheneWeek on April 14, 2013 at 05:49 AM

    I now realise that your freshbook integration does not work as soon as there is a upload field in the form. Could you please fix this?

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    Answered by jeanettebmz on April 14, 2013 at 01:04 PM

     I just saw Elton's screencast and he was able to upload a file and send the invoice  on the Early Bird Student rate product , so probably the best way to avoid this is by cloning the form and setting up the integration again from the scratch