Photo warping

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    Asked on March 12, 2020 at 01:20 PM

    Customer photo ID is warping when form is submitted.

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    Answered on March 12, 2020 at 02:08 PM


    Are you referring to this form?

    If yes, I submitted a test submission with the Jotform image. Could you please check if the image is still warping?

    We'll wait for your reply. Thank you.

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    Answered on March 12, 2020 at 02:09 PM

    The test image that you uploaded did not warp, but the customer's photos are warping.

    Edit: Last time, the birth date widget had to be edited by one of your devs. I think the same might be possible for the photo widget - the image appears to be stretching to a fixed height/width.

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    Answered on March 12, 2020 at 03:15 PM

    Greetings and thank you for your message.

    Can you please let us know are your users using a phone and directly taking pictures of the ID? Can you please let us know what browser are they using and if you know, what phone they have (Android or Apple)?

    Your answer will help us to resolve the problem.

    Thank you for your cooperation.

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    Answered on March 12, 2020 at 04:34 PM

    Typically, customers use an iPad and they use Safari as the default browser to submit the forms. The iPads and Safari are up to date.

    I opened the camera app on the iPad and took a regular photo, and there were no filters involved/no distortion. 

    We have many customers and they use a variety of phones.


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    Answered on March 12, 2020 at 06:37 PM

    Our apologies for the inconvenience caused. I wasn't able to replicate the issue. I fill out the forms from an iPhone, took a picture and submit it, and it looks just fine, no distortion.
    This sounds like an isolated issue. Is this happening with just one client?
    Please let us know.

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    Answered on March 12, 2020 at 07:59 PM

    It's happening with all of our clients in Somerville, tattooing and piercing. All forms from Cambridge and Medford shops don't distort the photo upon submission.

    *cleared browsing data + cookies

    *adjusted camera settings

    *adjusted Safari settings

    *restarted iPad

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    Answered on March 12, 2020 at 09:05 PM


    Apologies as we are unable to replicate the issue on our end.

    Can you please send us a screencast/loom video of how your clients from Somerville is filling up the form? We wish to see the step by step process so we can try replicating it.

    Thank you for understanding and looking forward to your reply.