Jotform glitches experienced recently

  • Profile Image
    Nina 
    Asked on November 08, 2021 at 07:46 AM

    Hi,

    I have a Jotform that is used as a platform to sell books. Recently, the following issues have been encountered:

    • Form respondents have not been receiving a copy of their submitted orders in their registered emails, even though we have set it up that way.
    • Duplicate orders have been received even though the form respondents only submitted their orders once.

    Appreciate your help to address these issues as soon as you can. Thank you.

    Regards,

    Nina

  • Profile Image
    Lorenz
    Answered on November 08, 2021 at 08:29 AM

    Hi there,

    We apologize for the inconvenience.

    Form respondents have not been receiving a copy of their submitted orders in their registered emails, even though we have set it up that way.

    I checked your form's Autoresponder email, and it currently doesn't have any specified field. Kindly please map the email field.

    Duplicate orders have been received even though the form respondents only submitted their orders once.

    Please share with us the submission IDs of those duplicate data.

    Duplicate data usually occurs when the thank you page is reloaded, which often happens when the user didn't close their form tab in the browser successfully.

    Guide:https://www.jotform.com/help/549-where-to-find-the-submission-id/

    We will wait for your response.


  • Profile Image
    ninalee1990
    Answered on November 09, 2021 at 03:44 AM
    Hi,
    Thank you for the prompt response and apologies for the oversight regarding
    the email setup.
    The submission IDs of the duplicate orders are as follows:
    1636447471_618a34ef508aa_image.png
    Thanks!
    Regards,
    Nina
    ...
  • Profile Image
    John
    Answered on November 09, 2021 at 04:31 AM

    I have checked one of the duplicate submissions and saw those were submitted almost an hour apart:

    1636449983_618a3ebf63ebf_

    The form cannot make a submission on its own, so it's either the user intentionally re-submitted it or like my colleague has mentioned, might have reloaded the browser where the Thank You Page is which then triggers the resubmission.

    To prevent this, please use an external Thank You page so when your users open the mobile browser, it loads the external link instead of the default Thank You page to NOT trigger duplicate submission.

    Guide: How to Redirect to a Page After Form Submission

    If you don't have a custom Thank You page, you can use this link https://www.jotform.com/thankyou.html 

    Alternatively, you can add a CAPTCHA to your form. So when the thank you page is reloaded, the captcha would appear first and it wouldn't create duplicate until the user completes the captcha and resubmits the form.

    Guide: How-to-Add-a-Captcha-Field