Credit card submission appears successful but is not

  • Profile Image
    Asked on May 09, 2014 at 02:59 PM

    Occassionally, I will receive a notification email of a credit card submission, that does not actually make it to There is no indiciation of a charge attempt or anything. The customer claims that everything looks fine on their end. They enter their information and receive a confirmation message. I receive an email notification of the attempt, but it's formatted weird, and no charge was ever made. I've attached a screenshot. The image on top is what the problem credit card submission looks like. The one on the bottom is a successful one. These came from the same form. I cannot replicate the problem.


  • Profile Image
    Answered on May 09, 2014 at 03:04 PM

    The blurred out info in the screenshot is the customer address. For some reason it shows up on the amount line when this error happens.

  • Profile Image
    Answered on May 09, 2014 at 04:13 PM

    Hello buttonmakers,

    This was an issue earlier today and has been resolved. Kindly ask your customer to resubmit his payment.

    We do apologize for the inconvenience this has caused you and your customer.


  • Profile Image
    Answered on May 09, 2014 at 04:13 PM


    One of my colleagues already replied to you in another thread of yours here:

    He explains there why this happened. So, please use that same thread to post your future realted questions.


  • Profile Image
    Answered on May 09, 2014 at 04:58 PM

    I submitted that thread privately due to the visible customer information.

    Response from JotForm:

    "We are very sorry for the inconveniences caused.

    There was a temporary issue with the Authorize.Net integration on the forms. The payment validation module was not working right, so that some invalid entries (e.g., with declined payments or with missing payment credentials) were marked as valid and accepted. The issue has been fixed, but you will need to ask your users to re-submit the form and complete their payments.

    Please feel free to contact us if you need any further assistance."


    I would like to mention that this is not the first time this has happened. I caught it once months ago as well. It's pretty problematic because unless you are very diligent with your received payments, it would be easy to miss. Is there anyway to be notified in the future when 'temporary issues with Authorize.Net integration' happen?

    Thank you.

  • Profile Image
    Answered on May 09, 2014 at 07:32 PM


    Our apologies. We've made sure that we fix the issue and you will now receive the payments as expected. 


    Is there anyway to be notified in the future when 'temporary issues with Authorize.Net integration' happen?

    -Unfortunately, No. But we kindly request you to please report to us if ever you will notice some issues with the integration so we can alert our developers.


    Thank you!

  • Profile Image
    Answered on November 28, 2016 at 06:27 PM

    I use and had an issue just like this that occurred on 10/30/2016. Is there any way for the form to not submit and/or the autoresponder to not go out if the card is declined by the card issuer (as opposed to an error with the entry of the card information)? I looked at this thread for Stripe

    which is again the same issue that I'm having, but I'm afraid the final results aren't applicable to me because I'm using as the processor.

    Any help in resolving this issue would be much appreciated.

  • Profile Image
    Answered on November 28, 2016 at 07:27 PM


    We will resolve your issue separately here