eWAY integration: Fetch Data from Text Field option from the additional gateway settings reverts back to NONE after reloading the page

  • Profile Image
    IPAAVictora
    Asked on June 02, 2020 at 10:33 PM

    Hi.

    I want to link a field (invoice reference) from our jotform to our Eway payment module.

    We need to add a reference field so that we can better match payments received with invoices. That way Eway would have a specific client reference as well as payment received.

    I have followed the instructions on support, however when I try to "fetch data from a text field" and put the text field in the form it doesn't save and just returns to "none".

     

    The field is a short text field, with a condition set on it to reference another field.

     

    See screen shot below - when we select invoice reference in the fetch data field and click next, it reverts back to none

     1591234336Capture.JPG

     

    1591234359Capture2.jpg

     

  • Profile Image
    Sam_G
    Answered on June 03, 2020 at 05:02 AM

    Hi IPAAVictora,

    Thank you for contacting Support.

    Unfortunately, the screenshot was not received.

    May we ask for you to follow this guide on how to post a screenshot.

    Guide: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum

    May we ask which form is in question?

    Guide: https://www.jotform.com/help/401-Where-to-Find-My-Form-URL

    May we confirm if this is the guide you followed for the eWAY integration?

    https://www.jotform.com/integrations/eway

    We will wait for your response.


  • Profile Image
    IPAAVictora
    Answered on June 03, 2020 at 09:07 PM

    Hi support,

    Our jotform is successfully connected to eway and receiving payments. 

    The issue is, when we select the field on your "fetch data from a text field"  jotform field, it doesn't save and just reverts back to "none".

    We want the invoice reference field in the jotform to create/calculate an invoice number sequence (counter)

     

    Ie. P000001, P000002, P000003, P000004 etc etc

    I checked the URL you provided and there is no information on the "fetch data from a text field" which is what my question was specifically asking. Your URL explains how to connect Jotform to eway basics.

    My question was: to add the invoice reference field in the jotform to populate eway.  The previous system we were using did this.

    When we select the field on your "fetch data from a text field"  field, it doesn't save and just reverts back to none.

    I have added the screen shot to show you the jotform field "fetch data from a text field" we are referring to. It is under the eway payments section / additional gateway settings in your jotform form builder.

    Thanks

     

    1591235217Capture.JPG

     

    1591235243Capture2.jpg

  • Profile Image
    Sam_G
    Answered on June 04, 2020 at 03:29 AM

    Hi IPAAVictora,

    We're sorry for the inconvenience.

    May I confirm if this is the form in question 2.0 - Fellows Membership Renewal?

    I'll be working on this and will give you an update on this ticket.

  • Profile Image
    IPAAVictora
    Answered on June 04, 2020 at 04:09 AM

    Hi Sam,

    Thanks for getting back to me.

    Yes we need this for the "2.0 - Fellows Membership Renewal"

    The invoice reference counter for this needs to start with a F e.g  F000001, F000002, F000003, F000004 etc etc


    We also need it set-up on the "Personal Membership application" form

    The invoice reference counter for this needs to start with a P  e.g P000001, P000002, P000003, P000004 etc etc

    Basically a 6 digit invoice with a "P" for personal or "F" for fellows


    Thanks in advance!

  • Profile Image
    Mianala
    Answered on June 04, 2020 at 07:56 AM

    Hello @IPAAVictora

    I have cloned your form and could not replicate the issue. The selected text field does not revert to none after clicking on the Continue button. Please try again and let us know how it goes.


    1591271293{AB2DE5BE-8D49-4812-94F1-B98F6


  • Profile Image
    IPAAVictora
    Answered on June 04, 2020 at 08:24 AM

    Hello, I have gone into the form to check your reply and note that Fetch Data from a Tex Field has reverted to none. it reverts to none once you go out of the form and come back later. Please check and let me know. Thank you.1591273219Screen Shot 2020-06-04 at 10.2


  • Profile Image
    Mianala
    Answered on June 04, 2020 at 09:55 AM

    We apologize for the inconvenience. As you mentioned above, after reloading the the page, the Fetch data from text field option reverts back to NONE. I have escalated this issue to our developers. We will get back to you as soon as possible.

    1591278547ff.gif

  • Profile Image
    Sam_G
    Answered on June 04, 2020 at 10:08 AM

    Hi IPAAVictora,

    Thank you for your patience.

    Kindly set the unique id to these numbers below:

    15912793806.4 unique i.png

    You should be able to get this:

    15912795566.4 unique id2.gif

    I hope this helps.

    Let us know if you need further assistance.

  • Profile Image
    IPAAVictora
    Answered on June 04, 2020 at 07:38 PM

    Hi, this has not fixed the issue. After reloading the the page, the Fetch data from text field option reverts back to NONE. 1591313770Screen Shot 2020-06-04 at 10.2

  • Profile Image
    jherwin
    Answered on June 04, 2020 at 11:13 PM

    This issue has been forwarded to our backend team for further checking. As soon as we receive an update on this, we will inform you right away.

    Thank you for your patience.

  • Profile Image
    IPAAVictora
    Answered on June 15, 2020 at 04:00 AM

    Hi wondering what the timeframe is for your backend team to further check on this issue is. We have received no update since June 04. Thank you.


  • Profile Image
    Mianala
    Answered on June 15, 2020 at 05:19 AM

    Hello IPAAVictora,

    Our sincere apologies for the delay. We understand your concern and it's been two weeks already. This has already been assigned to our backend team. They are working hard on their side. We will notify you as soon as we have updates from them.

  • Profile Image
    IPAAVictora
    Answered on June 22, 2020 at 10:25 PM

    Hi Mianala,

    I am just following up the issue with Jotform populating the eway payments with the invoice number generated in the jotform as it has now been 3 weeks.

    I understand the team are busy working on this, however it is causing additional work at our end as we have to manually look-up and match every registration payment and they are often paid with different credit cards as the person registering which is causing issues.  The previous system we used, populated Eway with the invoice number and email address automatically so they could be easily recognised and matched.

    In order to continue to use jotform, we need to resolve this issue as we are currently not able to connect the payments received vs the registrations received as the invoice number is not fetching from the jotform (there is no invoice number on the payment in eway and thus no link between the registration and payment).

    Grateful if you could provide an estimated timeline so we can determine next steps.


  • Profile Image
    Jed_C
    Answered on June 22, 2020 at 11:14 PM

    We apologize for the ongoing issue. I'm still able to replicate the issue. Unfortunately, we haven't received any update/s yet from our dev team.

    I made another followup and see if they have already an update on the issue reported. We'll let you know right away once we received a feedback from our dev team.

    Again, we apologize for any inconvenience this has caused you and we are hoping for you patience in the meantime.

  • Profile Image
    olivia
    Answered on June 25, 2020 at 01:40 AM

    Hello,

    We are sorry for the issue you experienced.

    The issue is fixed.

    Thank you for reporting and for your understanding.

  • Profile Image
    IPAAVictora
    Answered on June 28, 2020 at 08:54 PM

    Hi Olivia,

    Many thanks for looking into this. I have checked the jotform and whilst the field is fetching, it is still not working. We have several membership forms with this and had a recent submission on the 2.0 Fellows Membership renewal and the ref is not populating or flowing through to eway.

    If you look at the recent submissions, the "Invoice Reference" field is not populating at all and therefore not flowing through to eWay.    The "Invoice reference" field is just set up with a condition to populate with the "invoice number" field. (IF Invoice number IS FILLEDINSERT {Invoice number}Invoice Reference).

    All we want to do is:

    1. generate unique invoice numbers

    2. for these invoice numbers to flow through to eWay. 

    To do this we had to set-up the invoice number field as the generator and the invoice reference field to flow to eway (copies the number from the invoice number field).  We had to do this as the invoice number field could not be linked to eway as it needs to be a static field.

  • Profile Image
    jherwin
    Answered on June 29, 2020 at 12:14 AM

    Please try to set the "Clear Hidden Field Values" in your form settings to "Don't Clear", kindly check my screenshot below for reference.
    1593403991dontclear.png
    Please try it and make a test submission after changing that setting.

  • Profile Image
    IPAAVictora
    Answered on June 29, 2020 at 02:58 AM

    Hi jherwin,


    Many thanks for your response.  I have checked the jotform settings for our 2 x membership forms and changed them to "Dont clear" as suggested.

    I then completed a test member submission and payment and can confirm the invoice reference is still not populating and thus the reference field in eway is also blank

  • Profile Image
    jherwin
    Answered on June 29, 2020 at 04:50 AM

    Well, the reason why you don't get any invoice reference is because you are using a unique ID widget. Please note that the unique ID will only be generated once the form is submitted. You cannot use it for your invoice reference.

    What I can recommend is the "random value generator" widget, please try that and let us know how it goes.

  • Profile Image
    IPAAVictora
    Answered on June 29, 2020 at 09:13 PM

    Hi jherwin,

    I have now also tried your "random value generator" widget.  Whilst this does create a random value (not a sequential invoice number which is required for invoices). The field does not show on the "fetch data from a text field" list.

    I have now also tried setting up an invoice in the payment gateway settings in jotform which I am happy to use as it creates a unique invoice ID, however it still does not push the invoice ID through to EWAY.

    It has been 1 month since we first raised this issue.  Can you please look into it and advise how we can

    1. have a unique sequential invoice ID created

    2. this ID flow through to eway so our payments can be matched against the invoice.

    Thanks in advance,

  • Profile Image
    Jed_C
    Answered on June 29, 2020 at 10:25 PM

    Since the issue with the eWay integration where it reverts back to none is already fixed, I'll be moving your other concern on a separate ticket to avoid confusion on the original topic of this ticket. 

    I'll address your concern on the following ticket link https://www.jotform.com/answers/2419800 shortly.