Short Text Input Issue with Input Mask when the form is embedded to WeChat

We have setup a short text input for the users to enter their postal code with input mask (format: @#@#@#). Some users reported not be able to enter data to the field after the first letter with the correct format. Do you have any solutions to this issue or alternative options for this function?

Hello diaoxc,

Thank you for reaching out to Jotform Support. I have cloned your form and tested it; however, I wasn't able to replicate the issue. The screencast below shows how Short Text works on your form:

Could you please remove the Short Text and place it again onto your form to see if it solves your issue?

Additionally, it can help us to better understand and find a solution if you could send us some screenshots about what you're having trouble with. To learn how to send a screenshot to the support forum, please visit this guide.

We're awaiting your reply and looking forward to assisting you further.

Hi,

User provided a short recording but only pictures are allowed as attachments.

User was filling the form with mobile version with google translation (from Chinese to English).

I wasn't able to replicate the issues as well, on both mobile and desktop versions.

Hi,

I also tested your form and was unable to replicate the issue.

The field however takes only numeric and alphabetic input based on the input mask.
The second character is masked with #, and the field will only take numbers as the input.

Can you double-confirm that the user was trying to insert a number (0-9) as the second character to the field?

The user said the cursor jumped back to the initial position after he tried to enter the number as the second character without recording the input.

The user used iOS with Google translation on the page to convert Chinese into English.

Hi,

Thank you for the further details.

I also tested the form with iOS, but was unable to replicate the issue.

Is the form embedded in your website, or was the user using it directly from the form URL link?
Do you also happen to know which browser the user was using?

User filled out the form directly with the URL link using Safari on his iPhone.

Hi,

Thank you for the further details.

As a workaround, how about using the Postal Code Search widget on your form to verify the postal code?
https://www.jotform.com/widgets/postal-code-search

The code allows the user to select their country and search for a postal code.

Thank you for the alternative option, we will try that out.

Hello,

We are still facing this issue. It happens very often when people type in via their mobile. Also, the form is embedded with a China social media app - Wechat. When switching from one typing method to another one, this issue happens.

We need to figure out how to fix it.

The issue might be with the Wechat App blocking the masking tool.

You can try embedding the form using an iFrame into a web browser and then share the browser URL to WeChat.

Hopefully, this would fix the issue.

Hi, thank you for your reply. Yes, it is connecting to Wechat. And Wechat users complete jotform there. The issue did not happen to all Wechat users.

I brought up Wechat because it may affect the performance of your jotform. I think the issue is still on your end of jotform.

Please take a look at the screenshot I shared. And the"The field is required" should not be there as there are the right content in the field.

We look forward to a solution.

Hello there,

Have you tested my latest colleague's suggestion above to embed the form as an iframe and share the URL?

Let us know if you need further assistance,

Best