Not receiving all submissions!

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    Asked on July 13, 2014 at 07:33 AM


    I seem to be having problems receiving some of the Submissions from my Form

    Several times now over the summer my clients have submitted the form but we have not received it and there was nothing showing in the submissions section when checked.  They re-submitted (on my request) and the forms came through.

    I doubt if it is a problem with my email system as the forms were not registered at all in the submissions section.


    Can you please explain the reasons for this and how it can be recitified?


    I am otherwise delighted with JotForm in every way.  Thank you!


    Gina (J) Kinder


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    Answered on July 13, 2014 at 08:49 AM

    So, they submitted the form but you have not received an email or a submission in the JotForm Submissions page? It sounds like their submission never went through. 

    It is hard to say what might have happened. Most probably their submission was never received by us. 

    It could be captcha related. Maybe they entered an incorrect captcha, then they did not correct it as requested and thought the submission went through. If you do not have a spam problem I'd recommend removing the captcha from the form. We already have other ways to stop spam so usually using a captcha is not really needed. 

    I found one captcha related pending submission in our database. It is on 2014-07-12 14:24:29. Would that be it? 


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    Answered on July 13, 2014 at 08:56 AM

    Yes that sounds like the one.  The name should be CHLOE SANDILAND. 

    I changed the captcha to re-captcha before i received your response as the captcha wasn't showing at all when I checked earlier. Maybe this was the problem?

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    Answered on July 13, 2014 at 11:51 AM

    Yes, it was stuck in captcha check. I have manually completed the submission. You should now receive the email and see the submission in the submissions page. 

    There was a temporary problem with the captcha field. That's probably why they got confused. 

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    Answered on July 13, 2014 at 05:42 PM

    Thank you so much.  The Form has now come through OK.

    I think I will take your advice though and remove the Xaptcha as this is not the first time we have had this problem & clients have had to resubmit their Forms.


    Thanks again for all your help.

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    Answered on July 13, 2014 at 08:26 PM

    Thank you for updating us.

    You say it is not the first time this happened. I kindly ask you to provide us more details on the time frame and which forms presented this difficulty so we can forward this situation to our developers, so they can investigate this further. 

    Please let us know if we can be of more assistance.

    Thank you.