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    My clients are getting a blank Screen after 'Submit' clicked if form is connected to Stripe

    Asked by musicboxnw on February 25, 2014 at 07:20 PM

    Hi there,

    I have gotten multiple clients in the past 2 days not being sure if their form went through, etc because after hitting "Submit" they are taken to a Blank Page. I can see from my Jotform submissions, their forms did indeed go through, but why are they getting blank pages? etc? Also, Jotform is not emailing me the submissions for some reason... so I have no idea if I got a submission until I check my forms... Please advise! Thank you!

    This is happening on this form for sure:http://form.jotform.ca/form/30457943605255

    and possibly this form:http://form.jotform.ca/form/30836917693264

     

    Page URL:
    http://form.jotform.ca/form/30457943605255

    Emails My Forms Submissions online form JotForm
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    Answered by Cesar on February 25, 2014 at 11:24 PM

    I have tested a clone of your form wihtouht the Stripe Payment too. It appears the thank you page is viewable after the submission. Have you had any issues loading the stripe page to process the payment after submission? I would suggest to run Stripe in Test mode to verify the behavior of your form after a test submission.

    Do let us know if you need further assistance. Thank you.

    Related Articles:
    https://stripe.com/docs/testing

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    Answered by musicboxnw on February 26, 2014 at 12:57 AM

    You're right, it appears to be Stripe that's messing it up, I did a form with and without it and got a blank screen on the with Stripe and Thank you screen without Stripe. What do I do now? How to fix?

    And without Stripe jotform even sends me an email that I have a submission, but with Stripe it doesn't...

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    JotForm Support

    Answered by Welvin on February 26, 2014 at 08:22 AM

    Hi,

    Instead of using Stripe Connect. Kindly try to put the Stripe Keys instead. After that, test the form and see if it still gives you a blank screen. When doing a test, you've submitted an actual payment, right?

    We will do our test and submit a ticket if we can replicate it using Stripe Connect.

    Thanks

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    JotForm Support

    Answered by Welvin on February 26, 2014 at 08:26 AM

    By the way, you can fix the issue with the form notification email once the Stripe Integration is fixed.

    Thanks

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    Answered by musicboxnw on February 26, 2014 at 01:17 PM

    Just switched from Stripe Connect to the API keys and same result on form submission - blank screen. And yup was putting in an actual payment [just refunding from Stripe later on].

    What's to try next?

    Thanks in advance!

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    Answered by musicboxnw on February 26, 2014 at 01:18 PM

    And yup the form indeed had been submitted with payment, it showed up in my 'submissions' area [though with no email notification lol].

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    JotForm Support

    Answered by TitusN on February 26, 2014 at 03:53 PM

    Hmm -

    Do you have an email notification set up on the form?

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    Answered by musicboxnw on February 26, 2014 at 05:29 PM

    Yup I have email notification set up on forms. Just did a test of it and it works. Then just did a test of my form again and got a blank screen again after hitting submit, though the form went through to my 'submissions' and did charge the credit card but recieved no email notification...  Lol! :(

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    Answered by EliezerN on February 26, 2014 at 09:04 PM

    Thanks for the confirmation.

    We apologize for the inconveniences this may have caused.

    I forwarded this issue to our next level support so that they can help us to find a solution as soon as possible. So, did you already try cloning your form and then connecting it with your Sctripe account? If not, please give it a try, probably the issue is related to that form in particular.

    Here is how to clone your form: Form cloning

    We will inform you via this thread in case our dev team update us about this issue.

    Thanks  for your understanding

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    Answered by musicboxnw on February 27, 2014 at 12:12 AM

    Thank you. Just tried cloning my form and connecting it with Stripe account like you suggested. Same result... Blank page after hitting 'submit' and no email notification, though the form does show up in my 'submissions' and Stripe indeed does process my payment... Thank you for your continued help!

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    Answered by Cesar on February 27, 2014 at 12:38 AM

    Thank you for the additional information provided. This may help the Dev Team narrow down the issue on their end. Once they have an update to this it will be posted through this thread. Thank you.

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    Answered by musicboxnw on March 06, 2014 at 07:13 PM

    Any luck? This is still an issue for us...

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    JotForm Support

    Answered by BDAVID on March 06, 2014 at 08:52 PM

    Hi, I see the ticket for this issue is still opened, our Dev Team is working on this, you will be notified as soon as this is solved via this thread, thanks for your patience.

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    JotForm Support

    Answered by NeilVicente on May 06, 2014 at 07:59 PM

    @musicboxnw

    We are terribly sorry for the late response, but I would like to let you know that I have found out the culprit as to why your form is not showing the Thank You Message, and subsequently not sending the email notifications.

    The broken "Thank You Message" condition (#3) is what's causing the problem for your form.

    Kindly delete this condition and your form should resume working normally.

    On a related note, I have submitted a ticket to have this form behavior improved, i.e., broken conditions should not disable form functionalities such as sending out the email alerts.

    Once again, sorry for any inconveniences caused.

    Thank you very much and have a good day!

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    Answered by TotaraSprings on June 18, 2014 at 05:47 PM

    Hi we are also getting the same issue with one of our forms, found here: http://form.jotform.co/form/41348103907855
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    Answered by Cesar on June 18, 2014 at 08:21 PM

    @TotaraSprings

    I have created a thread specific to your problem: http://www.jotform.com/answers/393592. Please refer to that url for further assistance. Thank you.