Why are we receiving duplicated submissions?

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    WildOats
    Asked on May 29, 2020 at 05:09 PM

    2. Duplicate orders being submitted a few hours or days later with all the same info but a different form number and submission time.


    The customers in question swear they have no idea how this is happening and neither do we.

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    Kevin_G
    Answered on May 29, 2020 at 05:36 PM

    I have been checking your form submissions and was unable to find the duplicated ones, are you referring to the email notifications being duplicated? 

    May you please provide us an example of this? 

    You may upload a screenshot of the duplicated data on this support ticket, attached images via email replies will not reach this ticket, but you can upload your images following this guide: How to Post Screenshots to Our Support Forum 

    We will wait for your response. 


  • Profile Image
    WildOats
    Answered on June 01, 2020 at 11:50 AM

    Yes, we're receiving a second/duplicate order form from the same customer, often the next day, which makes it hard to catch.

    This has happened to multiple customers.

    I've attached one of the latest examples for your review.

    Please note the different order numbers and submission dates.


    1591026532Fahey1.jpg1591026541Fahey2.jpg


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    Jimmy_D
    Answered on June 01, 2020 at 02:18 PM

    Can you please tell us if your customers are using the native Jotform link to fill out the form or the form is embedded on a website? 

  • Profile Image
    WildOats
    Answered on June 01, 2020 at 02:22 PM

    Native Jotform link.


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    Jimmy_D
    Answered on June 01, 2020 at 03:46 PM

    Duplicate submissions generally occur when the thank you page is reloaded after submitting the form. If the form tab is not closed on mobile browsers, usually it reloads when the browser is opened again. This might have caused the duplicate submissions. Please check with your users if they are closing the tab after submitting the form, also confirm if they are using the form on mobile.

    To prevent the issue from happening you can add a Captcha field to your form. The Captcha will appear when the page reloads and won't submit unless the user clicks submit.


  • Profile Image
    ceemjay
    Answered on June 05, 2020 at 06:39 AM

    Just noticed it happened to me with one of my forms when a customer complained about a second confirmation email though i think it has happened before.

    To me this is a bug which Jotform should fix rather than make force users to put a Captcha on each form. 

    EDIT/PS

    Just checked this form - 201244122837346 - and found a few entries duplicated - one had 4 entries over a period of 24 hours. Is the above explanation likely to have happened 3 times? These are by native form links.

  • Profile Image
    Vanessa_T
    Answered on June 05, 2020 at 09:25 AM

    Usually this happens when user is using mobile browsers, since some users don't generally close tabs and simply close the app or clear all apps.

    When this happens, everytime the user re-opens the same browser, the browser forces a reload on the tabs, which triggers re-submission.

    You may enable Unique Submissions or Unique Question settings to prevent duplicates. If those settings are disabled, unfortunately, the system cannot determine what is the user's intention, a new submission or an unwanted submission.

    How-to-Set-Unique-Submissions-on-a-Form

    How-to-set-Form-Limits-Based-on-a-Unique-Question

  • Profile Image
    SarahBishoff
    Answered on June 08, 2020 at 11:21 AM

    I've been getting multiple duplicated forms as well for our small class, which is inconvenient, because the class is small. Other students are trying to sign up but they can't because seats in the class have been taken by duplicated submissions. JotFrom, there's gotta be a way you can fix this. I can't ask my customers "be sure to close your browser after you submit your application". That sounds weird, no one does that. lol

  • Profile Image
    ashwin_d
    Answered on June 08, 2020 at 01:01 PM

    I am sorry for the trouble caused to you. I would suggest you to please add "Captcha" field in form which will prevent accidental form resubmission when the thank-you page is refreshed automatically. Please check the screenshot below:

    Please add captcha field in your form and see if that solves your problem of duplicate submissions. If you continue to receive duplicate submissions that means someone is manually submitting form again. 

    Hope this helps.

    Do get back to us if you have any questions. 

  • Profile Image
    EltonCris
    Answered on June 26, 2020 at 09:15 AM

    Duplicate submissions issue is now fixed. We added some preventive measures to help deter unwanted resubmissions of the previous entry. This should not happen again.


    Thanks!