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    Problem with Stripe Integration... Card data not being sent to Stripe, payments not going through

    Asked by optimallifesolutions on February 23, 2014 at 12:26 PM


    I'm having a problem with two forms that I created and embedded into my website.  I have Stripe integrated and my account is connected.  I have done test payments and they have gone through, as well as actual payments.  The issue I am having is that sometimes when I pull up the form I noticed that the Captcha does not fully load and when I click on my products in the Payment/Product selection area the total price at the bottom still shows as $0.  I have included a screenshot to show you what it looks like.  Sometimes this problem happens and sometimes it does not.  I have tried it on multiple computers and multiple browsers and have the same issue (again, sometimes it happens, sometimes it does not...).  

    Even more frustrating is that when the form is in this state it still allows me to fill in all my information and submit the form (in order to get the Captcha to load I just click on the blue refresh button).  To the end user it appears that the form and payment have been submitted but in terms of Stripe, the payment never goes through and there is an error message (in stripe) which says that the customer's card data was never provided.  I lost two sales of over $500 this week due to this issue.  I would love to use JotForms for all of my company's form submissions (I was planning on upgrading to a paid account) but not if this continues to happen.  You can visit the pages where my forms are embedded here: https://optimallifesolutions.com/ceus/ceu-registration-page/ and https://optimallifesolutions.com/anger-management-services/anger-class-registration/  

    The issue is more obvious in the form on the first link rather than the second one because the second one doesn't show a total price (customers are only allowed to select one item), so it isn't really clear to my customers that there may be an issue.  Please let me know what the problem is and how this can be resolved in a timely manner.  I hope to remain a JotForms customer but not if the payments work only sometimes.


    Thank you!


    Page URL:

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    JotForm Support

    Answered by BDAVID on February 23, 2014 at 01:25 PM

    Hi, sorry to know this issue has happened quite often, upon inspecting the page where your form is embedded, I see there are some Jquery lines, and the current embedded code of your form might be conflicting with them. I would recommend you remove the current code, and  embed your form using your form´s iFrame code.

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    Answered by optimallifesolutions on February 23, 2014 at 05:30 PM

    Thank you!  I went ahead and used the iFrame embed code and it looks like the issue has been resolved!  

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    JotForm Support

    Answered by ashwin_d on February 23, 2014 at 08:56 PM

    Hello optimallifesolutions,

    On behalf of my colleague, you are welcome.

    Do get back to us if you have any questions.

    Thank you!