What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Stripe payment question set as not required, does not allow form to be submitted without CC data filled in.

    Asked by charitychallenge on August 13, 2014 at 12:20 AM

    I created a form and it was originally working, but then cloned it and simplified the conditional field display with Collapse Form logic.  However, now the Submit button no longer works.

    I went back to the original version of the form and I am having the same problem with the Submit button.

    When it is clicked, a second Submit button then displays (instead of the original button), but even then, this second Submit does nothing.

    There is also some unexpected calculation taking place upon show/hide of certain fields, but I've masked this problem for the time being - the Submit Button problem is my main issue at the moment.

    I'd appreciate help on this one - been bashing my head against a wall for days.

    Here are links to the original and then simplified (with Collapse Form logic) forms.

    The way to see the problem is to select the second payment type (obviously not the credit card option)

     

    https://jotform.co/charitychallenge/leukosydney2014

    http://form.jotformpro.com/form/42237530102945

     

    Thanks

    Page URL:
    http://form.jotformpro.com/form/42237530102945

    JotForm problem payment type credit
  • Profile Image

    Answered by charitychallenge on August 13, 2014 at 04:06 AM

    Hi

    Any support on this one?

  • Profile Image

    Answered by charitychallenge on August 13, 2014 at 08:06 AM

    This is very urgent - need to get this working.

  • Profile Image
    JotForm Support

    Answered by david on August 13, 2014 at 11:07 AM

    Hi,

    I am checking your form and doing some testing but it appears the issue is with the Payment processing field.  When that field is removed the form seems to work find and will actually submit.

    Your form is requiring the Payment field to be filled even if it is hidden.  When you try to submit the form it is getting stuck because the hidden field can never be filled out.  If you remove the conditions hiding the payment field you can see that no matter the choices it is requiring payment even though the payment field is not set to required.  Once the payment field is shown and filled in, everything works fine.

  • Profile Image

    Answered by charitychallenge on August 14, 2014 at 03:04 AM

    Okay - thanks David.

     

    Any update on this problem?  My initial thought was that the Collapse Form logic might have some sort of a bug.

     

    I need to get this form up very urgently.

  • Profile Image
    JotForm Support

    Answered by ashwin_d on August 14, 2014 at 07:39 AM

    Hello charitychallenge,

    I'm sorry for the trouble caused to you.

    I did few tests and the issue seems to be related to the "Stripe" payment question. It seems even if the stripe payment field is set as not required, it expects the credit card details fields to be filled in.

    I am reporting this to our back end team. We will get back to you as soon as this issue is fixed.

    Thank you!

  • Profile Image

    Answered by charitychallenge on August 14, 2014 at 09:29 AM

    Thank you.

    I cannot stress the urgency of resolving this - I have a registration form that has been delayed gong online by one week already.

    As mentioned, my hunch is that it may have something to do with the number of Collapse Form fields - I redesigned by form to include these after it was suggested in earlier support over a different problem.

  • Profile Image
    JotForm Support

    Answered by david on August 14, 2014 at 10:43 AM

    Hi,

    I also thought it may have to do with the form collapse fields but when I tested it, I had the same results with or without the collapses.  The only thing different is that when the field was hidden it was still being required and I just couldn't see it.  Due to this I thought the form was just not submitting.  As my colleague stated, it seems that no matter what your form is requiring the Stripe field.  Even if it is not required and hidden, it is still being required.  The only way I was able to submit your form was to remove the Stripe payment field.

    Your issue has been assigned to a developer and hopefully we will have a resolution for you soon.  We are very sorry for the delay.

    Thank you for using JotForm!

  • Profile Image

    Answered by charitychallenge on August 15, 2014 at 01:24 AM

    Thank you

    Looking forward to a resolution soon (hopefully that means a day or so).

  • Profile Image

    Answered by charitychallenge on August 15, 2014 at 02:06 AM

    Further on this

    As time is critical for me, I cloned the form again and based on my hunch, removed all Form Collapse fields and replaced with additional Hide/Show logic and the problem no longer occurs.

    I left the original forms for you to continue to investigate. 

    Form Collapse fields are obviously the way to go on large forms with many conditional field displays, but only if there is certainty that other problems are sorted out.

  • Profile Image
    JotForm Support

    Answered by ashwin_d on August 15, 2014 at 03:43 AM

    Hello charitychallenge,

    Thank you for sharing the details.

    I did test your new cloned form and it seems to be working as expected. Please be noted that the root cause of the issue is as explained earlier. The credit card fields of the stripe payment questions expected it to be filled even if the payment field itself is not set as required. You can test a simple form by clicking on the following URL:  http://form.jotformpro.com/form/42252689475970? 

    This issue is already reported to our back end team and as per the status, they are already looking in to it. Your issue of old form should be resolved as soon as this issue is fixed. 

    Thank you!

     

     

  • Profile Image
    JotForm Support

    Answered by NeilVicente on August 27, 2014 at 06:39 AM

    @charitychallenge

    We have released a fix for this bug.

    Kindly clear your browser's cache if the problem persists.

    Best regards

    Neil