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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    Submissions Counter does not Match

    Asked by usara on September 11, 2013 at 05:42 PM

    When I am looking at the list of all "my forms" the form titled "Register Runners" shows 361 results and when I go to look a submissions it only shows 216. also if I export the database or integrate it with google spreadsheet it only will export 216. where are all my other submissions?

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    Answered by Cesar on September 11, 2013 at 07:29 PM

    I've gone ahead and verified the results and it indeed shows 361 while on the submissions page it shows 216. I'm forwarding your case to our Level 2 Support, for further anaylsis. We will let you know if there are any updates to this. Thank you.

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    Answered by usara on September 11, 2013 at 08:57 PM

    Thank you. We have an event and we can not continue withuot that data and its a huge problem.

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    Answered by Cesar on September 11, 2013 at 09:05 PM

    We are here to help, once we have an update on this we will let you know. Thank you.

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    Answered by usara on September 12, 2013 at 11:18 AM

    I understand that you have many customers and that everyone needs help with their issues I am just wondering if there is any way to expedite this request? Even if we had to pay more or upgrade our plan it would be worth it to us. We have a race coming up and everyone is coming to pick up their packets today and we can not give them out until we have all those names. Thank you!

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    Answered by KadeJM on September 12, 2013 at 12:29 PM

    Hi Usara, Firstoff - Thank You for the patience and understanding you have given us already as it's very much appreciated! The Bad News is that unfortunately we don't have the authority to expedite these types of issues once we turn them over to them as it is then up to our Development Team to prioritize these in the order they are received. We also are aware that some issues can be fixed quicker and more easily than others also but sometimes many may take extra time. So with that, The Good News is that yours has already been assigned to one of our Developers and is currently in Urgent status which means there's a good chance it'll be fixed before long but it's something that we can't promise right away though we'll do our best update you about it as soon we can. 

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    Answered by usara on September 15, 2013 at 09:02 PM

    I am not sure what happened with this. Whatever your level 2 support did they made the numbers match up but that was not the problem. I don't care about the numbers not showing up correctly. What about the 150+ entries that were lost. I had to go through my email and manually transcribe each entry into a spreadsheet. I can't believe that the form was filled out, the entry got emailed to me and then it wasn't saved on your end. This was a huge failure which cost us many many man hours to resolve and then no explination was given about it. Our event was on Saturday so it does us no good now to have those entries back but you must know that this a huge failure and I hope you can dig into it a little and resolve the core issue as to prevent somone else from having such a problem. I can't even image what we would have done if the entries were not setup to email over to us. We would have been completely screwed.

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    JotForm Support

    Answered by EltonCris on September 15, 2013 at 09:45 PM


    We are truly sorry about that and we deeply apologize for the inconveniences this may have caused. I am able to replicate the glitch too, it seems the counter in the main page is not syncing in the form submissions page which is I guess correct. I have emailed this personally to the assigned dev person so at least we get further updates about the status of this issue.

    We will inform you here as quickly as possible. Thanks a lot for your continued patience!