Missing submission (paid but not visible).

  • Profile Image
    ocactivities
    Asked on July 21, 2021 at 02:57 PM

    Hi,


    I run an after school program and families are registering and paying with credit card or Paypal (THANK YOU for making that an option).


    One of my dad's tried to enroll his son Bruno Klausner and it seems as though he was able to pay but when I look for his submission I do not see his son. This is the message the dad sent me

    -"That’s really odd because when I looked at my bank records the charge is pending for the registration — I have attached a screenshot (it is $90 — 75 for registration and $15 for the t shirt). What should I do? "

    Another mom- filled her dauugter's information but could not sign the form and cannot go further. Child is Claudia Marucci , mom is Eva Gutierrez.
    How do I untangle these?
    Thank you,
    Connie






  • Profile Image
    Laura_L
    Answered on July 21, 2021 at 11:51 PM

    Hi Connie,

    We are happy to help you to investigate the issue.
    You have quite many forms in your account. Could you kindly give us the form ID that these submissions were made on, so that we can take a further look?

    Thank you!

  • Profile Image
    ocactivities
    Answered on July 22, 2021 at 09:44 AM
    Hi,
    Neither family received a submission number. When I search, I cannot find
    them in the system.
    But one parent was able to pay but there is jo record of his son’s form.
    That is for Bruno Klausner. This is a screen capture of his payment
    ...
  • Profile Image
    Marco_S
    Answered on July 22, 2021 at 03:57 PM

    Hello there,

    If you'd like to send us a screenshot, please make sure to reply directly on the thread:

    https://www.jotform.com/answers/3235188


    and attach the picture here, as pictures sent via email are not visible to us.

    Here's how to post pictures on your thread:

    https://www.jotform.com/help/438-how-to-post-screenshots-to-our-support-forum


    If the form you're referring to, is the following one:

    https://www.jotform.com/form/211225556920148


    Upon checking your submissions table, it seems that you have several incomplete submissions, as you can see on the following screenshot:

    1626983358_60f9cbbec95e1_


    You'll be able to open each submission to see it, and you can also forward the submission link to the person who couldn't complete the submission in the first place, to let her finalize the submission and submit the form.


    I hope it helps!

    Marco