Jotform showed up in email and not in jotform submissions

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    Asked on August 20, 2013 at 12:18 PM

    We have all our jotform forms routing through our email. We usually get a copy sent to our email that doesn't show credit card information. Once we see a form came through in our email we log into jotform to print off complete form with credit card info. Today I saw 2 tuxedo form submissions in my email inbox- one was for "Jerry Ratzlaff" and one for "John Ratzlaff". I logged into jotform to print off the forms and there was only 1 submission under the tuxedo form for Jerry Ratzlaff. There was no form under submissions for John Ratzlaff.


    Please help! I am worried we are missing important information from our customers. We have had this problem before but usually it happens in reverse, where the form submissions show up in jotform but they don't show up in our email inbox...




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    Answered on August 20, 2013 at 02:12 PM

    Hi Heather, First can you confirm that this is your Tuxedo Form that it looks like you are using for this? Second if so, I checked but it looks like you've deleted this info since I can't find either. Is that correct? Because currently it shows there are No Submissions Listed for this form other then the Test Submission that I sent through to Test Your Form. Can you please check and confirm if you received this and it's information okay? Please let us know.

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    Answered on August 20, 2013 at 04:38 PM

    The link you put in is the tuxedo form I was having issues with. You are correct in that currently, there are no submissions under that form b/c we delete them as soon as we print them off so as to not duplicate orders. I opened my company email and saw that I had 2 jotforms for the tux order that had been submitted. I opened jotform and clicked on tuxedo submissions the first one that popped up was for Jerry Ratzlaff, I printed off his form. Once it had printed I deleted his submission, it then said there were no remaining submissions. I was then forced to print off the form through my email (instead of jotform) and call my customer to ask for his credit card info again as that does not come through in the email due to security purposes.


    I can't figure out why John Ratzlaff's tux form showed up in my email inbox but never showed up in jotform....

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    Answered on August 20, 2013 at 05:32 PM


    Do you have the Form ID of John Ratzlaff's tux? So that I can search it from our data base and locate where it is right now. 

    Because as I can see in your account, that it is not there anymore even I clear the form caches.

    Thank you and I will wait for your response to further assist you.

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    Answered on August 20, 2013 at 06:12 PM

    No, I never had the form for John Ratzlaff. That is my problem. The copy of it showed up in my EMAIL, but no form for John Ratzlaff ever showed up in JOTFORM.

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    Answered on August 20, 2013 at 06:51 PM


    Your email must have been used for filling the form and it must have been sent as autoresponder or email notification on that account who has that Form. 

    Can you paste the email here so that we could check what is going through your email from that form?

    Thank you

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    Answered on August 21, 2013 at 12:33 PM

    I have included below a copy of the email we received with John Ratlaff's info. When I went to print off this form in jotform it wasn't there.







    JotForm <>

    Subject:  New submission: Tuxedo Order Form
    Date:  Mon, August 19, 2013 7:30 pm

    Question Answer
    Event Date
    Groom's Name  William Weyandt
    Your Name John Ratzlaff
    Billing Address Street Address: 20982 Huntsville Trail
    City: Lakeville
    State / Province: MN
    Postal / Zip Code: 55044
    Country: United States
    Phone Number (952) 449-1274 begin_of_the_skype_highlighting (952) 449-1274 FREE  end_of_the_skype_highlighting
    Work Number ()
    Coat Size 42
    Coat Length Regular
    Chest Size 40.5
    Overarm 48
    Weight 175
    Height 5'11
    Waist 36
    Outseam 43
    Neck Size 16
    Sleeve Length 35
    Shoe Size 11
    Shoe Width Mens Regular
    Special Order Notes  
    Charge Payment in Full  
    Card Type *****
    Card Number: ***************
    Expiration Date **/**
    Three Digit Code On Back of Card ***
    Name As It Appears On Card ****** ********
    By submitting this form I agree to the above terms.*
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    Answered on August 21, 2013 at 01:49 PM


    So you mean to say that it is in your email but unable to see under your submissions data on your JotForm control panel?

    This might be due to still pending payment. Were you able to see that the payment went through? 

    Kindly let us know the details so that I can further check.

    Thank you and I will wait for your response.