Payment form has stopped working

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    Annette 
    Asked on June 01, 2020 at 01:53 PM

    Hello, I had a customer submit a payment through my website, via a Jotform form, and it didn't go through. I just now tested it myself and it didn't go through either. I didn't get a confirmation email, I didn't get a Thank You, and the money didn't come out of my account or go into the other account I sent it too. Can you help?


    Annette Dusa

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    Mike
    Answered on June 01, 2020 at 05:55 PM

    When I tested a cloned version of your form it worked properly on my end.

    What happens once you click on the Submit button? Also, would you mind if we submit some test entries to your live form?

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    annettedusa
    Answered on June 01, 2020 at 05:58 PM

    Thanks for responding. So when I click submit, I get back to my webpage that says, Use this secure form to submit a payment. But the form is then gone, which I would expect but I don't get a Thank you page that I've set up. Also the person submitting the payment doesn't get an email which is something I also set up. No payment goes into my account and no money was taken out of my account that I did a test payment from. Basically nothing happens.

    Yes you can send tests 

    Annette

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    annettedusa
    Answered on June 01, 2020 at 07:26 PM

    Were you able to figure anything out?

    Annette

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    Mike
    Answered on June 01, 2020 at 07:32 PM

    I have just tried submitting the form without a payment part and it went through just fine.

    Can you please test the form without a payment to see if that makes any difference on your end?

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    annettedusa
    Answered on June 01, 2020 at 07:45 PM

    Ok, it is working now. I did one without payment and it went through, then I did another one sending $5 and it also worked. I got an email someone had paid via my website and I also got the Thank You page. I didn't get the email that my customer would get, like a receipt so I'll work on that. I wonder if maybe Authorize.net was down for a while?  

    Anyway, thank you so much for checking into this. I think it's back up and running again!

    Thanks again,

    Annette

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    Mike
    Answered on June 01, 2020 at 08:59 PM

    Thank you for your update. Looks like that was a temporary glitch.

    Regarding the emails, unfortunately, the Email Autoresponders (to the form submitters) are not supported on encrypted forms. The submission data is being submitted in an encrypted format, so that the system cannot read the submitter's email address.

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    Annette 
    Answered on June 01, 2020 at 09:37 PM

    Great, thanks so much for letting me know that Mike. I was planning on working on that this evening but that makes perfect sense.

    Annette