Stripe integrated Jotform problem

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    Asked on October 10, 2014 at 01:12 PM


    My client submitted their details on my Stripe integrated Jotform. Something went wrong - the client received the successful submission email, but on the Stripe side, there was no record of a payment or even a failed payment.

    I saw this same problem posted on the forum, which was apparently rectified last month.

    However, I still had the problem.

    Could really use some help with this one please.

    Regards, Phil

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    Answered on October 10, 2014 at 02:34 PM

    Hi grammarproofing,

    To confirm, you receive the notification regarding the submission but the payment does not show up in your Stripe account?

    You should be able to view all transactions submitted on your Stripe Dashboard.

    I am seeing a few submissions on your account, are you not seeing any of the transactions showing up on Stripe or is it a specific transaction that you are having this issue with?

    I am seeing that one of the recent submissions was for $0, as no payment was taken, the transaction would not appear in your Stripe account.

    Please inform us if you are having this issue with all submission. We await your response.

    Thank you.

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    Answered on October 10, 2014 at 02:48 PM

    Hi Shadae

    Thanks for your quick reply.

    That was exactly the transaction I was talking about. Even though no payment was made, the client received the submission confirmation message and was therefore under the impression that her payment had been made.

    I made a test payment soon afterwards, to make sure the form was working, and it went through perfectly. I have just changed my confirmation message to tell clients that payment was not guaranteed until Stripe sent it's own confirmation message.

    Is this a glitch that can be fixed?


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    Answered on October 10, 2014 at 04:08 PM

    Hi grammarproofing,

    I am happy that there is not an issue with your Stripe integration.

    The notification email that is sent out when a form is submitted is to notify the form owner that someone successfully completed the form. Including the payment information that would then be sent over to Stripe, who would then handle the transaction. If the total value is $0, it is still sent to Stripe but it is not seen as a transaction that can be processed.

    As such it would not be seen as a glitch in our system, as the form was completed with all the necessary information. You can however set up an email condition, that the submission email is not sent out if the total is $0, which would avoid any confusion.

    Please follow the steps below if you would like to use that option:

    1. Select "Setup and Embed"

    2. Select Condition

    3. Select "Send Email after Submission"

    4. Set up your condition

    5. Save condition.

    If an submission is submitted with a $0 amount, meaning no payment was taken, then a notification will not be sent out to the desired email.

    I hope this helps. Please inform me if you need additional assistance.

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    Answered on October 10, 2014 at 04:18 PM


    Hi Shadae


    Apologies, when I said the client received the submission confirmation message, I actually meant they were taken to the Thank You message.


    I'm guessing that I should be able to set up the same kind of condition for that too though.


    I'll let you know how I get on.


    I think I have it now, some of my fields were not "required" so I have changed them.


    Thanks, Phil



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    Answered on October 10, 2014 at 05:24 PM

    Thank you for your update. If you notice any issues, please let us know.

    We will be happy to help.