Missing submissions

  • Profile Image
    Asked on March 11, 2021 at 08:56 AM

    •            Another one lamented he had filled thrice the form some days ago, but we have no evidence of any (in the table and without any confirmation mail).

  • Profile Image
    Answered on March 11, 2021 at 09:09 AM

    Can you please tell us which form did the user submit? Also, please provide us the email address of the user so, that we can check the email logs. If the form is embedded, please share the webpage URL.

    Also, please tell us if you know which browser and device did the user used and if we have permission to test your form.

  • Profile Image
    Answered on March 11, 2021 at 09:40 AM

    Form: https://form.jotform.com/202473011008338

    Email: mario.fiorentini@bnpparibas.com

    Browser and device unknown (at the moment).

    You are authorized to test my running forms by filling fields with "TEST=JFS" marker text (except the email you need to check it).

    Please note that, as I was warned about his problem, I immediately myself tested both forms and they worked fine (from my office network/firewall configuration): I can't tell if the partecipant told me the truth or not in filling the form.
    But I am very sure about he wrote me he was very upset to be asked to do the same for three times and not willing to do it again (which my boss and his sales representative are informed about...).

    At the moment we are completely missing his data and of course he can not be disturbed further, just in order not to deteriorate relationship and a possible fourth trial (in case you are not able to recover at least one of his former ones... ;)

  • Profile Image
    Answered on March 11, 2021 at 10:59 AM

    I checked the email address you provided in the email logs, but I did not find any entry. I also checked submissions on your account and I did not find it there as well.

    After that, I tested both forms and I was able to submit them without any issues. I received the Autoresponder Email for both submissions, and you can find them in Tables on your account.

    Do you know if this user got some error when submitting the form or was he redirected to the Thank you page? if the Thank you page was not shown the form was not submitted. If this is the only report you received, most likely it was the issue on the user's end.

    If your forms are embedded please share the webpage URL so that we can test them there as well.

  • Profile Image
    Answered on March 12, 2021 at 04:01 AM

    Hi Nik!

    I suppose as you argued: it was a problem on his end.

    The problem is that he strongly affirms to have filled the survey trhice and we have no evidence at all.
    Se we'll have to interview him py phone to fill the survey on his behalf (but risking to get answers altered by his disappointment in beeing asked for the fourth time: if you look for a while at our brand name - "Data Management Srl" - we can't allow such a bad impression in managing data...).

    If I'll have his attention I will try to ask him more about possible warning and/or messages he could have noticed or not, but he is a very busy business person and his time is so precious: I can not expect he remembers exactly what.

    One fact is certain: I asked him to send me at least one of the possible three email filling confirmation message he should have received, but had no answer. So, if he was able to reach the survey, I might think he never completed the survey... :(

    Any case I will let you know as soon as I get some info from him. Thanks!

  • Profile Image
    Answered on March 12, 2021 at 07:25 AM


    If you collect any further information from your user, please get back to us and we will investigate further.

    Thank you for your cooperation.