Still not receiving forms submissions

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    BaitMeTreats
    Asked on April 09, 2011 at 11:37 AM

    I have a client who filled out a form last night (meant this am). I know she filled it out as I was on phone with her walking her thru it. I received her Paypal payment straight away. There is no record of a submission. There was no email notification either. This is in my upload to tsk form. This is happeneing too often. Please help us fix this and find the submissions. I must have the forms as there is a deadline of midnight tonight to get this info in to me for a publication! Please help me find where the submissions are going?!

     

    Lynn

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    NeilVicente
    Answered on April 09, 2011 at 12:11 PM

    Hi,

    Can you provide us additional details regarding that particular transaction to help us determine the cause of the problem?

    What is the exact time and date of the completed transaction as it shows on the Paypal page?
    What browser did the client use to fill out and submit your form?
    How often does this issue occur to your forms?

    I have submitted a bug report ticket for this issue. Our able developers will take a look at and fix this in the soonest time possible. Thank you for your patience.

    Regards,
    Neil

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    BaitMeTreats
    Answered on April 09, 2011 at 12:25 PM

    The Paypal came thru at 8:33am EST 3/9/11 - client used IE even tho I suggested Safari, FF or GC. This issue occurs with each payment.

     

    Thank you for your attention. Can you help me find this submission so I can begin working on her order?

     

    Lynn

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    NeilVicente
    Answered on April 09, 2011 at 12:40 PM

    Do you mean 8:33am EST 4/9/11? Well, it seems that transaction over at Paypal has completed just a couple of hours ago.

    I would really like to help you retrieve that submission but unfortunately I do not have that kind of access to the databases. I apologize for this but I advise that you wait for our developers to take a look and figure out what's really happening. In the mean time, please check your submissions page from time to time to see if that particular submission comes through. Again, I apologize for the inconvenience that this is causing you.


    Neil

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    BaitMeTreats
    Answered on April 09, 2011 at 01:05 PM

    yes of course i meant April....so the form is simply floating around someplace in cyberland?

    ok I understand but when can they look for it? I have a deadline of midnight TONIGHT!

     

    PLEASE help!

     

    . Thanks,

     

    Lynn

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    aytekin
    Answered on April 09, 2011 at 03:36 PM

    If you see this submission on the listing that shows up when you click on Pending Submissions button on Submissions page for this form, then simply click on the Complete button to finalize it. It might be possible for an Instant Payment Notification sent from PayPal to not received by us.

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    BaitMeTreats
    Answered on April 09, 2011 at 04:16 PM

    No I do not have anything pending - nothing at all is there.

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    BaitMeTreats
    Answered on April 09, 2011 at 09:29 PM

    Still nothing there

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    allanftd
    Answered on April 10, 2011 at 01:04 AM

    Hi BaitMeTreats,

    We apologize but our programmers are still investigating this matter. Rest assured that we're working on this double time and we'lll update you as soon as it gets fixed. Again, we're sorry for the inconvenience.

    Thank you for your patience.

    JOTFORM SUPPORT

     

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    BaitMeTreats
    Answered on April 10, 2011 at 08:26 AM

    still no submissions and I missed the deadline so now what? These people paid for their ads and I cannot create them without the missing form. I cannot ask them to resubmit b/c they already have paid and it takes a while to fill it out. I cant ask them to do over and create any doubt we are a professional company. I need to look into another form service if this cant be fixed as it happens too often lately. I do have the 'paid' version btw, not your freebie.

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    serkan
    Answered on April 10, 2011 at 09:35 AM

    This problem should be fixed now. Sorry for any inconvenience.

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    BaitMeTreats
    Answered on April 10, 2011 at 09:37 AM

    its not there

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    serkan
    Answered on April 10, 2011 at 10:03 AM

    Please clear your browser cache and try again.

    If you still don't see it, let me know the form title or ID so I can check.

    Thanks.

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    BaitMeTreats
    Answered on April 10, 2011 at 10:53 AM

    cleared cache still not there form called ''Upload files to TSK''

  • Profile Image
    BaitMeTreats
    Answered on April 10, 2011 at 05:09 PM

    Hi Again - is anyone still loking into my issue? I still havent received the form submission and its now been about 2 days since they sent it. I really do need this information in order to process this account. This does have us very concerned as to how many other form submissions have gone missing and how much business we may be missing along the way.

     

    Thank you,

     

    Lynn

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    liyam
    Answered on April 10, 2011 at 05:29 PM

    Hello,

    As Serkan has stated, please let him know the form ID (or form URL at least) so that he can look it up. 

    Thanks.

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    BaitMeTreats
    Answered on April 10, 2011 at 05:33 PM

    Yes and I did give him that info a couple hours ago - I gave the name of the form - UPLOAD FILES TO TSK - what else can I do? I have no clue what the Form ID is or where to find that info. I gave the form title which is what he asked me for.

     

    It lives here: http://thestaffordknot.com/The_Stafford_Knot/Ad_Form.html

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    liyam
    Answered on April 10, 2011 at 06:10 PM

    My apologies for misunderstanding.

    Anyway, at the moment, all we can do is wait.

    We apologize for this inconvenience.

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    serkan
    Answered on April 11, 2011 at 03:40 AM

    I'm looking at your submissions right now and don't see any problems. What kind of errors do you receive? Have you tried it on another browser? Can you send me a screenshot of the problem?

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    BaitMeTreats
    Answered on April 11, 2011 at 08:00 AM

    Hello Serkan - the problem is that I never received a submission that I KNOW was done b/c I was on the phone with the client walking her thru the process and we received her Paypal payment immediately after she hit SUBMIT however the submission never has appeared. We wonder how many others we have missed and where this one is. We MUST have all submissions! The deadline for the publication was Friday midnight and I am in a tight time crunch to get the advert done however without her submission I have nothing to go on. I cant keep refunding clients and asking them to re-submit. This looses their confidence with us as a professional publication. Where is this submission??? How many others (on all our many forms) are we missing??

    I cannot send a screenshot since there is not a screenshot to take since no submission ever came thru. She had to have hit submit as her payment came thru. Where is this submission?

    Original question from April 9 - I have a client who filled out a form last night (meant this am). I know she filled it out as I was on phone with her walking her thru it. I received her Paypal payment straight away. There is no record of a submission. There was no email notification either. This is in my upload to tsk form. This is happeneing too often. Please help us fix this and find the submissions. I must have the forms as there is a deadline of midnight tonight to get this info in to me for a publication! Please help me find where the submissions are going?!

     

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    serkan
    Answered on April 11, 2011 at 08:41 AM

    Ok, sorry about the missunderstanding. I thought this was releated to the other submissons page problem, both assigned to me at the same time.

    According to our logs, you received 7 payments. PayPal should get back to us to notify these payments but it didn't. To be more clear I'll explain this process step by step.

    1) User lands on the form, fills it out and submits to JotForm
    2) JotForm saves this submission as PENDING and redirects user to PayPal.
    3) User completes the payment and goes away.
    4) In the background PayPal sends us a notification about this payment and then we complete the previously saved PENDING submission.
    5) When we complete this submission you'll receive the e-mail. Submission appears on the reports and submissions page.

    In your situation, PayPal didn't complete step 4 so we didn't know the payment was completed. In order to handle these problems we put a button on the submissions page called "Pending Submissions". It shows you the pending submissions and allows you to completed them.

    When I check your submissions page and our database, I didn't see any pending submissions for your form. Did you complete them?

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    BaitMeTreats
    Answered on April 11, 2011 at 08:44 AM

    No I didnt complete any b/c there never was anything there. I received the Paypal payment straight away but never received any submission at all, pending or otherwise. How could it simply go away? Where is it and is it retreivable?

    Thanks,

     

    Lynn

     

    ETA - lately ALL of my submissions (PAypal and PO) end up in the Pending Submissions area and I must manually complete them each time on ALL my many forms. I dont know why this happens and in fact asked on here some time ago. HOwever - THIS time no pending submission is found.

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    serkan
    Answered on April 11, 2011 at 09:36 AM

    I'm sorry but I don't see any pending submissions for this form. As I said before you've received 7 payments for this form and they all been completed. When we redirect a user to PayPal, we keep a record for this action. I've checked all and none of them was missing.

    Please double check your submissions, it must be there. If not, make sure this user filled the "Upload files to TSK" form.

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    BaitMeTreats
    Answered on April 11, 2011 at 09:55 AM

    yeah I see nothing pending either which is why I wrote my question here in the first place. I guess i will have to live with the fact that I am losing business using this form company and will have to now spend time I do not have researching other form companies to pay for.

     

    Lynn

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    BaitMeTreats
    Answered on April 11, 2011 at 10:40 AM

    OK I have asked my client to RESUBMIT the same form and now it is asking her for the CAPTCHA CODE to enter and will not allow her to submit! She says it just keeps spinning and doesnt work. I am going to remove the CAPTCHA thing and try again but I shouldnt have to do this. What is going on???

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    egeg
    Answered on April 11, 2011 at 10:54 AM

    Hi, can you please ask your client to try a different browser? You are right, you shouldn't have to do this, but this is the first time we are hearing about such a thing and I'm just trying to get you out of the mess. And it would be great if you can learn which browser he/she is using? From my experience, two problems from the same user often points to a problem in their browser/computer.

     

     

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    serkan
    Answered on April 11, 2011 at 11:09 AM

    OK! Here is the thing, there are 4 submissions as pending but they are marked as "wrong captcha". I didn't think they could be related but it's a possibility. I'll complete them now, please check if these are the ones you want. They are probably spam submissions but it's worth trying.

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    BaitMeTreats
    Answered on April 11, 2011 at 11:13 AM

    Thank you - I am willing to try anything at this point - better than losing sales.

     

    This client told me she is using IE of course...why do people even use that browser anyway...

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    BaitMeTreats
    Answered on April 11, 2011 at 11:15 AM

    The client is filling it out and paying again and if it works I will refund her money. In the meantime I still want you to try and complete those submissons if poss and I have removed the CAPTCHA

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    BaitMeTreats
    Answered on April 11, 2011 at 11:19 AM

    OK the onse you just completed for us are new and the one I just asked my client to resubmit went to PENDING as well.

     

    Not sure why they were all stuck in your pending file and why I didnt see them but ALL of those were true submissions we needed for this publication and all were already paid for. Now - how do we fix this issue? Thank you.

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    serkan
    Answered on April 11, 2011 at 11:53 AM

    Usually, I would say users didn't fill out captcas correcty but it doesn't seem quite natural. Looks like captchas and payments are conflicting with each other. I'll look into this more. I hope your problem is resolved now.

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    BaitMeTreats
    Answered on April 11, 2011 at 12:15 PM

    Not sure it IS resolved since I still had to know to look at pending submissions, manually clear it and also had to remove CAPTCHA from that one form - who knows if the others are also missing submissions since I didnt see THESE as pending either.

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    egeg
    Answered on April 12, 2011 at 04:19 AM

    I would like to think that this was an exception, since most users will just go through the steps without a problem, hence never needing the pending submission page. Nevertheless, it will always be there as a safety net but it doesn't mean that we'll be investigating into the matter. We're doing our best to keep our forms play nice with all browsers out there but, obviously, something is not right.

    We're sorry for any inconvenience we have caused and thank you for your patience. Please let us know if there's anything else we can do for you.

     

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    BaitMeTreats
    Answered on April 12, 2011 at 07:23 AM

    But as you said before - these last 3-4 forms never appeared in PENDING and YOU had to release them for me to see. SO how will I know in the future that someone has placed an order if I cannot see all the pending submissions? These users DID go thru all the steps since I was paid by Paypal and yet I could not see their submissions at all - not in pending either. YOU guys saw them, but I couldnt remember?

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    serkan
    Answered on April 12, 2011 at 07:34 AM

    @baitmetreats The reason you didn't see them as pending is because they were marked as "Wrong Captcha" submissions on the database, we only show users the payment related pending submissions.

    This problem is fixed when you removed the captcha question on your form so you don't need to worry about that anymore. I'm also working on this issue to completely fix this problem.

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    BaitMeTreats
    Answered on April 12, 2011 at 07:37 AM

    Thank you - should I remove CAPTCHA from all of our forms until this issue is resolved? I only removed it from this one form. Thank you for the help.

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    serkan
    Answered on April 12, 2011 at 07:43 AM

    Yes, remove them from the payment forms.