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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Payment is not reaching (delayed) at authorize.net

    Asked by Boesch8888 on March 04, 2014 at 04:26 PM

    Hi I just created a form and tried testing it with my own purchase.  And authorize.net does not show a pending transaction.  Can you help me understnad where the disconnect is - thank you!  And I checked to see if your system showed it as an incomplete submission and it doesn't.  I put my authorize.net API Login as well as transaction key yesterday and it said it was verified.

    Page URL:
    http://www.choosepeople.com/how-we-help/leadership-development/registr<br/>ation

    purchase pending checked disconnect
  • Profile Image
    JotForm Support

    Answered by TitusN on March 04, 2014 at 06:28 PM

    Hello,

    Thank you for contacting us.

    Did you get billed on your CC? I hope not -cause that indicates something else.

    I ran a test on your form, and the API connection seems fine on all accounts: http://www.jotform.com/40615695151151

    Test it with that link and let us know.

    You might have been testing the form from your website where the form is located.

    I tried to access the form from your website, but could not access the link: http://www.choosepeople.com/how-we-help/leadership-development/registration

    Please advice.

  • Profile Image

    Answered by Boesch8888 on March 04, 2014 at 06:40 PM
    So I just corrected my link (had it hidden) and tried yours and yours
    doesnt seem to work
    ...
  • Profile Image

    Answered by Boesch8888 on March 04, 2014 at 06:40 PM
    Ill check and see if it charged my card later tonight thank you!
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on March 04, 2014 at 09:01 PM

    Hello Kris,

    Sure. Do check and get back to us.

    We will wait for your response.

    Thank you!

  • Profile Image

    Answered by Boesch8888 on March 05, 2014 at 08:10 AM
    Hi Ashwin,
    So it did hit my cc card and late last night I received a receipt from
    authorize.net.
    I would normally receive a receipt quickly after the transaction yes?
    I dont see the income hitting my business bank account but I think it may
    be too early to see that yet.
    I will test it again today and see how it goes.
    Thank you!
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image

    Answered by Boesch8888 on March 05, 2014 at 08:10 AM
    Hi Ashwin,
    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on March 05, 2014 at 08:44 AM

    Hello Kris,

    I believe that credit card transaction takes few days for the amount to reflect in your bank account. Do check and get back to us if there is any problem and we will take a look.

    Thank you!

  • Profile Image

    Answered by Boesch8888 on March 05, 2014 at 01:20 PM
    Hi Ashwin,
    So I just spent quite some time with Authorize.net.
    1. The transaction information is delayed in arriving to Authorize.net. I
    tried testing this morning again by making a purchase and they have not
    received the information and as a result, I have not received a receipt.
    The purchase I made yesterday morning did not hit their system until 3:14am
    this morning which is also when I received a receipt. From Authorize.net
    - I am showing that this transaction was submitted to us at 3:14AM. To
    verify why there is a delay, your website developer or software provider
    will need to be contacted.
    2. The receipt I received does not have the description of the product I
    purchased. They said this has to be in the description field when the
    transaction is submitted that my website needs to be coded to pass the
    items purchased in the description field how do I do this? It would seem
    the name field would be the description field, but its not transferring
    to Authorize.nets receipt.
    3. Link to the form on my site -
    http://www.choosepeople.com/how-we-help/leadership-development/registration
    I will be checking with my web developer people on #1 as well.
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image
    JotForm Support

    Answered by Mike_T on March 05, 2014 at 03:56 PM

    I have created a ticket about transaction delay issue, and once we have any updates we will let you know.

    However, we can not reproduce the issue using Sandbox Authorize.Net account. I have cloned your form, integrated it with my Sandbox Authorize.Net account, and made two submissions, they were immediatelly received at Authorize.Net.

    You might consider cloning your payment form. The cloned version will have different jotform domain. There is a little chance that the form behavior will be different.

  • Profile Image
    JotForm Support

    Answered by Mike_T on March 05, 2014 at 04:14 PM

    Also, I forgot to add that we can take care only of a single topic per thread. Please kindly open a new thread about receipts, and we will see if there are any options.

  • Profile Image

    Answered by Boesch8888 on March 06, 2014 at 09:20 AM
    HI Mike,
    I think I may have figured out the answer but not the solution quite yet -
    http://www.jotform.com/answers/151710-Authorize-net-email-is-not-on-jotform
    Because there isnt an e-mail field in the PAYMENT METHOD area of my form a
    receipt is not being sent out thus my perception that there is a delay in
    payment reaching authorize.net. According to the link I should just be able
    to add an e-mail field into the payment method section, however I tried and
    it wont add in - so Im not able to test if this is the issue or not.
    How do I add an e-mail field in the payment method area?
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image
    JotForm Support

    Answered by NeilVicente on March 06, 2014 at 09:29 AM

    Kris,

    Our Authorize.Net integration will automatically pick up the first email field with a label "Email", "E-mail", or "Mail" and use that for the Authorize.Net transaction.

    Try it out then let us know if you're still having issues.

    Best regards

  • Profile Image

    Answered by Boesch8888 on March 06, 2014 at 09:40 AM
    I dont think its picking it up Im not receiving a customer receipt from
    authorize.net when I test my form. And Ive tested it twice once on
    Tuesday and once yesterday. Is it possible the e-mail needs to come after
    the payment method section? And the box in my account on authorize.net to
    receive a receipt from my account is checked.
    I receive only merchant e-mail receipts and successful credit card
    settlement reports.
    This is the last hurdle for me to be able to launch a new service and its
    incredibly frustrating was hoping to launch today and because this isnt
    going seamlessly am needing to wait until Tuesday. Not the end of the
    world, but definitely frustrating.
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image
    JotForm Support

    Answered by NeilVicente on March 06, 2014 at 09:47 AM

    I am sorry to hear that. I will perform tests and will let you know my results.

    Thank you for your patience.

  • Profile Image

    Answered by Boesch8888 on March 06, 2014 at 10:00 AM
    Hi Neil,
    Super appreciate it thank you!
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image
    JotForm Support

    Answered by NeilVicente on March 06, 2014 at 11:25 AM

    I am sorry to say that I have mistaken. Our integration does not pass the email field value to Authorize.net. Instead the email is captured and is saved into the submission entry (on our servers) and is included on the JotForm notification emails.

    As it stands, the notification email from us serves as the receipt for the transaction made via your form.

  • Profile Image

    Answered by Boesch8888 on March 06, 2014 at 12:00 PM
    Hi Neil,
    So a few questions:
    1. I received an e-mail from jot form that says New Submission:
    Agricultural Training Programme 2012 (which isnt the name of my program
    not sure why it shows up that way) - is this the receipt the customer would
    receive from filling out the information? Or is this the e-mail that is
    letting me as the merchant know I have a new transaction?
    2. If the answer is one, Im giving them a receipt for something I dont
    know if their cc has been approved on yet 2) it doesnt show the pricing or
    the cost of what they paid 3) how do I have it have my logo instead of jot
    form
    3. If the answer is two, Im still stuck with how do I get a receipt to my
    client for their (confirmed paid) transaction?
    4. Is there no way to get an e-mail in the form to authorize.net? Based on
    the jot form forum support link I sent you all, it seemed this had been
    resolved in the past. Or am I only able to create a receipt in jot form
    that goes to the customer that doesnt confirm that its paid?
    All the best,
    Kris Boesch
    Choose People
    (970) 219-0245
    www.choosepeople.com

    ...
  • Profile Image
    JotForm Support Manager

    Answered by Jeanette on March 06, 2014 at 01:47 PM

    There are 2 types of alerts

    Email Notifications : This goes to you

    Autoresponders  : This goes to your submitteer

    You can remove the Jotform logo easily,you can even customize your email body completed (for autoresponders or email notification and setup the Subject accordingly ("Your receipt" or so) , this way your submitters wil know it is the receipt for what they paid

     

    Make sure you include the  {myproducts}  tag and set it in the email body as  

    My items : {myproducts} 

     

    Please check the guides above, and if you have more questions on regards to this, please open a new thread as this one is realated to Authorize.net

    Cheers!