What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Still having form submission issues

    Asked by BaitMeTreats on May 17, 2011 at 10:16 PM

    Hi

     

    We have been having trouble for months now and every time we write to you for help you say you dont see any problem and it must be on our end or our customers doing something or whatever but I just cant see how this can be true - some customers are saying they cant get forms to work, some come thru as pending but no payment comes and others we get a payment but form remains in pending. This means we are losing sales due to form issues. We will have to look elsewhere if you cant help us find out why these issues continue despite us deleting and rebuilding forms, following your suggestions and troubleshooting from both ends. Please help! We are a small business and depend upon forms working in order not to go out of business.

    thank you,

     

    Lynn

    Bait Me Treats

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    JotForm Support

    Answered by liyam on May 18, 2011 at 04:40 AM

    Hello Lynn,

    We apologize for this inconvenience.

    Can you provide more details about the issue you're having?  I believe some old issues have been resolved already such as payment submissions stay as pending even if the payment has been made.

    Submissions go to pending status when the person filled up the form and submitted the data, this will be then redirected to the payment gateway for logging in and continue for payment.  If the person did not continue with the process to pay, your submission is stuck as pending and you will indeed not receive payment.  This is why some of your submissions come as pending and no payment comes.

    I'm not sure yet what process is happening but this might help:  It's possible that there are a few who gets confused thinking that once pressing the submit button, they think that they have already completed the order.  May I suggest that you rename your Submit Order button to Continue for Payment or something in that sense.  

    Let us know if this solves some of the clarifications, and we'll wait as well for other details about the issues you're experiencing.

    Thanks.

    -Liyam

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    Answered by BaitMeTreats on May 18, 2011 at 08:27 AM

    Great idea re: changing what submit button says - I'll try that and see if it works. I emailed customers with pending status and will have to work that out manually however I still have customers who are telling us they cant get the form to work - I will ask for details and report back to you.

     

    Lynn

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    Answered by BaitMeTreats on May 23, 2011 at 05:43 PM

    Forms still only showing in PENDING not being forwarded to mail - and not going thru even after client pays via Paypal and I have received email from Paypal. Having to manually move submissions thru. Been going on for months. Have tried all suggestions offered. This holds true on all forms requiring payment via PP

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    JotForm Support

    Answered by liyam on May 24, 2011 at 10:02 AM

    Hello Lynn,

    I'll submit a ticket to the development team and let them look into this.

    We apologize for your inconvenience and thanks for your patience.

    -Liyam

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    JotForm Founder

    Answered by aytekin on May 26, 2011 at 07:39 AM

    Pending submissions does not send emails. The email is only sent whenthe submission goes through.

    I am not sure why the payments that goes through still stay as pending. But you should probably follow the emails you receive from paypal. So, when you receive an email from PayPal that you received a payment, log into your account and make the payment live.

    Can you send us screenshots of your PayPal -> Profile -> Instant Payment Notifications and Website Payment Preferences pages? Does all of the payments get stuck on pending submissions, or only some of them get stuck there?