The payment field is not getting connected in the Mobile devices

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    Mtec_Forms
    Asked on October 22, 2021 at 12:47 PM

    Hello,

    Our forms are not connecting to our payment system when used on a mobile device. Do you know why that might be or what I can do to fix it? Specifically, the Testing Form - MTC https://form.jotform.com/202593918709163 and ABE / GED Application 2021-22 Application https://form.jotform.com/210554898400154


    Thank you,

    Michelle

  • Profile Image
    roneet
    Answered on October 22, 2021 at 01:38 PM

    Hello Michelle,

    It might be due to the network connectivity the payment field is not getting connected in the mobile devices.

    Could you please switch to a different network and see how it goes.

    Thanks.

  • Profile Image
    Mtec_Forms
    Answered on October 22, 2021 at 01:40 PM

    This is happening to many different users on many different networks. Not just me. I was just testing it to see if it was truly an issue and it is.

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    Niko_N
    Answered on October 22, 2021 at 02:35 PM

    Greetings,

    We apologize for the inconvenience.

    Could you please let us know if you are having an issue with setting up the payment field or are the users getting some errors when submitting the form using the mobile devices? Could you please provide a screenshot of the error screen they are getting, so we can check further?

    Also, please let us know the exact model and browser used by the users, so we will try to replicate the issue on our end.

    Thank you in advance!

  • Profile Image
    Mtec_Forms
    Answered on November 03, 2021 at 01:51 PM

    As I said in my original submission, the issue is happening when they submit their form on the payment form. They are not being brought over to the application system. I responded to this the day after your original post but do not see it here in this thread. So what is happening is the user is filing out the form, making their payment within that form and hitting submit. But not being taken to the Thank You page, which is our Appointment system.

  • Profile Image
    Niko_N
    Answered on November 03, 2021 at 03:16 PM

    Greetings,

    Thanks for the additional information.

    I've checked and tested the cloned version of your form and I could not replicate the issue:

    the form was successfully submitted with a mobile device as well:

    1635966576_6182de704f1d1_ezgif-1-36d9294

    Then I've checked the configuration of your forms and both of them have Authorize.net integration that is correctly set up.

    Are the users getting any error when they click the submit button or is the form simply stuck on the "please wait" step when the users click the submit button? Are there any particular mobile phone models or browsers that face the issue?

    Could you please try to create a copy of your existing form by following this guide below, then set up the same Authorize net integration and add only one product with a $1 price value and make a test submission to check?

    Guide:

    https://www.jotform.com/help/27-how-to-clone-an-existing-form-from-your-account/

    Thank you!