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    Authorize.Net - Email Required Message error

    Asked by ewinder on May 12, 2014 at 05:26 PM

    I have a form that has a lot of conditions set in it.  In this form, there are two, different places that ask for a person's email depending on how they answer certain questions.  While the user will only see one of the two email fields, they are both required.  I just tried running a payment through my form and I'm receiving an error that says "Transaction Error - Email Required - Go Back and Fix This".  Am I receiving this error because I have two required fields that both ask for an email or should this not matter because I have conditions set?  Either way, how can I remedy this?


    Thank you,


    Page URL:

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    JotForm Support

    Answered by EltonCris on May 12, 2014 at 07:06 PM

    Hi Erin,

    As long as the field is hidden by a condition, it should not ask any value unless the required field is shown on the form after the condition is met.

    Can you give us a little walk-through on how to reproduce the problem on your form? So far on my test I am not getting the same error. I suspect this is related with the authorize.net integration. Try the following solution as it may help resolved the problem.

    1. Login to your Authorize.net Merchant account

    2. Go to your Settings -> Payment Form -> Form Fields

    3. Uncheck the required box for the E-mail Address.

    Let us know if this doesn't make any difference. Thank you!

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    Answered by ewinder on May 14, 2014 at 08:30 AM

    Thank you for your reply!  I don't want to go into authorize.net and change any of the required fields as this will affect other ecommerce on my website.  I am hoping this is something that can be resolved within the Jotform platform.


    I am getting this error when I do the following:

    I select Platinum sponsor on page 1.

    On page 2, I say that I do not want any teams with my sponsorship.

    I complete the rest of the form, select to pay for a $25 Super Flurry, submit my credit card information and click submit. 

    I then get the error that email is required.


    I tried changing the title of the "Contact Email" field to just "Email" in case the wording had anything to do with it, but it did not.  To clairfy my original comment, there are actually three other fields (not two) that ask for email depending on the customer's response.  They are as follows:

    Team 1 Captain Email

    Team 2 Captain Email

    Team 3 Captain Email

    However, the form is setup that the customer is only required to complete these fields IF they have stated that they want teams.

    I just filled out my form again.  This time, instead of saying that I did not want any teams, I said that I wanted one team and I put my email in the "Team 1 Captain Email" field.  I was able to successfully complete the transaction.  I'm not sure why it is requiring me to complete that field as there are conditions set to hide it if a customer does not want any teams.  Do I need to do something else to the field to rectify this problem?

    Thank you for your assistance!



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    JotForm Support

    Answered by ashwin_d on May 14, 2014 at 11:15 AM

    Hello Erin,

    I did check your form and found out that the email address field is not hidden and you are merely skipping the page. When you select "0" on page 2, you are just hiding the "Team 1" details but the "Team 2 - 3" fields are not hidden but just skipped.

    Actually there are multiple issues with your form conditions. Upon checking I found that you have duplicate conditions which need to be merged. Please check the screenshot below:

    There are many more duplicate conditions in your form. You need to merge all these in one condition so that all are triggered together otherwise one one condition will be triggered.

    Apart from the merging conditions, you need to move all the field of "Team 1" inside a "Form Collapse" field and show / hide this form collapse with the same condition where you are skipping the page. 

    Please take a look at the following form where I have added the fields inside a "Form Collapse" and then added the conditions to show / hide:  http://form.jotformpro.com/form/41334025928957? Please check the screenshot below:

    Form Collapse added:


    Conditions Added (31 - 34):

    I have not yet merged the duplicate conditions and but that is required to be done as I have not done testing for all conditions.

    Feel free to clone this form for a closer look. The following guide should help you in form cloning:  https://www.jotform.com/help/42-How-to-Clone-an-Existing-Form-from-a-URL

    Do get back to us if you have any questions.

    Thank you!

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    Answered by ewinder on May 20, 2014 at 03:45 PM

    Thank you for your reply; it was very helpful.  I went in and reduced the number of conditions I had by removing any duplicates and combining some of them together.  However, I'm still receiving the same error when selecting a Platinum sponsorship without any teams.  I even went and added a condition in which Teams 1, 2 and 3 Email fields are hidden, but it's still giving me the same error.  I would greatly appreciate any help you can provide as I'm working on a deadline.  The form can be found here: http://cfacadiana.org/PageDisplay.asp?p1=9423. 

    Thank you!

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    JotForm Support

    Answered by Mike_T on May 20, 2014 at 05:24 PM

    I have made several tests and found that a 'Team 1 Captain E-mail' field is being forwarded to the Authorize.Net. If it is blank, you will see an error, since E-mail field is set as required on your Authoze.Net form settings.

    Is there any way that you can show that email field on every submission?

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    Answered by ewinder on May 20, 2014 at 06:23 PM

    Thank you, Mike!  I actually went in and made the "Sponsor Contact Email" required and everyone will have to complete that field regardless of whether or not they are getting a team.  I realize the problem may have been that I had email fields, but they were all contingent upon a certain response and one email field was not answered by all. So I changed that by creating the "Sponsor Contact Email".

    However, I just did another test, and it didn't work.  I'm so sorry to keep bothering you guys.  How can I change the email field that is pointing to authorize.net to make it the "Sponsor Contact Email" instead and not the "Team 1 Captain Email"? 

    Much thanks,


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    JotForm Support

    Answered by NeilVicente on May 20, 2014 at 08:26 PM

    Hi Erin,

    Our Authorize.Net integration captures the first field with the word "email" or "e-mail" in its label.  It does not seem to be the case for your form though.

    With that said, we will investigate and find the reason as to why the team captain email is being captured, then find a permanent solution right away.

    We will inform you soon as we have an update.

    Thanks a lot for your patience.

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    Answered by ewinder on May 23, 2014 at 04:39 PM

    Thank you very much!  I wanted to touch base to see if you were able to find a solution.  Please let me know.

    Thank you!

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    JotForm Support

    Answered by jonathan on May 23, 2014 at 06:06 PM

    Hi Erin,

    I have submitted a bug ticket report to our higher team support regarding the email field issue on Authorize.net.

    We will let you know of any status update when available using this thread.

    Thank you.

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    JotForm Support

    Answered by NeilVicente on May 26, 2014 at 02:31 AM


    You may now choose which email field to use for Authorize.Net

    1.  Select your payment field

    2.  Right-click then choose Show Properties

    3.  On the properties window that pops up, select the field to use under "Email Field"

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    Answered by ewinder on May 27, 2014 at 03:17 PM

    That worked!!  Thank you ALL very much for all of the help and guidance.  I sincerely appreciate it!


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    JotForm Support

    Answered by Mike_T on May 27, 2014 at 04:17 PM

    On behalf of our JotForm Team, you are quite welcome Erin. Thank you for using our service.