Notification: Wrong version of PDF is sent

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    Asked on February 28, 2021 at 10:37 PM


    I'm experiencing a massive problem with Jotforms that needed to be fixed asap. We've been encountering too many problems these days and it's just infuriating.

    My main issue is with the pdfs. As you can see this is what the current PDF template looks like:


    But when we submit the form this the pdf that's being sent out to our patients:


    I've been fixing this by clearing the cache on the form or duplicating the template. But after a few days (or hours) it goes back to sending the wrong pdf again. Can we please have a permanent fix to this. I've been having way too many problems with Jotforms lately and It's just getting to bothersome to always fix time and time again.

    Thank you

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    Answered on March 01, 2021 at 03:19 AM

    How much longer til I can get a reply, please? Our business is on the line here.

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    Answered on March 01, 2021 at 03:27 AM

    Hello SCSReception,

    We are truly sorry for the inconvenience. I cloned your form and tested it. As a result of the test, I couldn't replicate the issue. I was able to receive the PDF attachment as it is supposed to be. Here is my screencast below.


    Yet I cleared your form caches as well.

    In the meantime, please make sure that you have toggled the PDF attachment and selected the correct file. Please do not forget to Save the changes you have made.

    1614587233_603ca56180c27_Screen Shot 202

    Please have a try again and if the problem persists let us know.

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    Answered on March 01, 2021 at 03:39 AM

    I've deleted the email conditionals and everything that concerns the pdf and email for now. I will try and to put it all back again and test it. My problem is why does this happen in the first place? There's seems to be no error on our end so why does this keep on happening? I'm very disappointed that there's no permanent solution to this. I really hope that you can put up at least a live chat support as well. Especially for paid customers like us, it would really help us to have fast responses. I have no trouble on my end for even paying an a additional cost for this as long as my query gets solved.

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    Answered on March 01, 2021 at 04:09 AM

    Hi I've made a few test submissions on my end and it worked 1/4 times I've submitted a form. Please watch this video for more info:

    And let me know right away why the heck this is happening because it's really annoying. I really don't have the time to keep on checking every single form just to see if everything is working with the pdfs. Sometimes clearing the cache work but sometimes it doesn't. We've subscribed to Jotforms to make our works more easier but now it just keeps on giving us more headaches, please help us as soon as you're able to.

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    Answered on March 01, 2021 at 05:29 AM


    We apologize for the inconvenience. I will forward this problem to our Developers, and as soon as we hear back from them, we will let you know. In the meantime, you can try to add a link to download PDF files, which should work without any problems:

    Thank you for your patience.

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    Answered on March 01, 2021 at 06:34 AM

    Hi Bojan! Thank you so much for giving me a viable solution! Appreciate all your efforts. Can you please let me how I can add a link to download the PDF files? Thank youu!

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    Answered on March 01, 2021 at 06:39 AM

    I apologize, I forgot to add a screenshot to my previous reply.

    You can add a direct link from the Form Fields dropdown from the Notification settings:

    screenshot_4001.pngPlease try this solution and let us know if the problem is still present.

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    Answered on March 04, 2021 at 07:29 PM

    Thanks. Any update on the PDF problem?

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    Answered on March 05, 2021 at 12:46 AM

    Hi SCSReception,

    Our development team is still working on the issue. We can't give you an ETA on it, as it depends on their workload. We will inform you on this thread if they have any updates.

    Do not hesitate to contact us if you have any further questions.

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    Answered on July 18, 2021 at 06:50 PM

    Hello, Any feedback from this please? It's already July 2021 and I still haven't heard back.

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    Answered on July 19, 2021 at 12:39 AM

    Hi there,

    Unfortunately, an update is still not available on this. I'm sending a request to the assigned team to check for an update.

    We will inform you here as soon as a response is received.