Customers having issues using the form

  • Profile Image
    DanceItUpWithMusic
    Asked on February 28, 2020 at 03:24 PM

    Hello!
    Only about half of our clients are able to access our form. We also have posted two questions and have not received a response and now they are deleted. We also have people who can open the form but cannot pay. Please assist with a response :) 

  • Profile Image
    VincentJay
    Answered on February 28, 2020 at 06:22 PM

    Hi,

    Welcome to the Jotform Support Forum!

    We also have posted two questions and have not received a response and now they are deleted.

    We do not delete threads created by our Jotform users unless it is a spam or duplicate post.

    Do you have the form thread link so we can check it further?

    Only about half of our clients are able to access our form.

    Is there any error message why the other clients cannot access the form? If yes, kindly share a screenshot or the error message so we can check it further.

    We also have people who can open the form but cannot pay

    Is that half of the clients that cannot access the form? Please share more information about the issue so we can try to replicate it.

    Also, please provide the form link so we can assist you properly. To find the form link, please follow this guide: https://www.jotform.com/help/401-Where-to-Find-My-Form-URL


  • Profile Image
    DanceItUpWithMusic
    Answered on March 02, 2020 at 03:27 PM

    Hi,

    Welcome to the Jotform Support Forum!

    We also have posted two questions and have not received a response and now they are deleted.

    We do not delete threads created by our Jotform users unless it is a spam or duplicate post.

    Do you have the form thread link so we can check it further?

    I cannot access the threads as I stated above they were deleted.

    Only about half of our clients are able to access our form.

    Is there any error message why the other clients cannot access the form? If yes, kindly share a screenshot or the error message so we can check it further.

    The ones who cannot access it are saying that is says the page is unavailable. We have had about 40 customers able to access but the others are not able to and have tried on multiple devices as well as browsers.

    We also have people who can open the form but cannot pay

    Is that half of the clients that cannot access the form? Please share more information about the issue so we can try to replicate it.

    No- half of the clients that are able to access the form are having errors when they attempt to pay such as the photo below1583180740issue.png

    Also, please provide the form link so we can assist you properly. To find the form link, please follow this guide: https://www.jotform.com/help/401-Where-to-Find-My-Form-URL

    Link To The Form: https://form.jotform.com/200227752386152

  • Profile Image
    VincentJay
    Answered on March 02, 2020 at 04:42 PM

    For the payment error, please check your payment settings and make sure it is in Live mode. 

    1583185196rtews.png

    As for the others who cannot open the form, please share this link: https://www.jotform.com/200227752386152

    If the issue still persists, please let us know what is their location.

    We'll wait for your response. Thank you.

  • Profile Image
    DanceItUpWithMusic
    Answered on March 05, 2020 at 08:20 AM

    Thank you! I tried disconnecting and reconnecting the payments so I will let you know if that helps!