Major problems involving failed submissions but payments being collected!

  • zalgirissoccer
    Asked on November 17, 2014 at 9:59 AM

    Hello,

    We have an online registration and two things are going wrong causing major trust issues with our customers.

    1.)  Some of our customers have been getting booted back to the main "registration" page when trying to submit their registration forms.  This has been going on for over a week and though we did get help with how to "complete their transaction" to retrieve all the docs they uploaded but them having to then mail payment in, we are now seeing a further issue.

    Over the past 24 hours, one client has tried to register 3 times.  Each time, he says, he has been booted back to the first registration page.  One time, he did receive a confirmation from Paypal that his payment went through.  

    I went on to our jot form to look at the submissions and found his registration in the "incomplete" section 7 times!  No where on those is there a way for us to confirm that he paid and had he not sent me the copy of his PayPal receipt I would have likely billed him again for this fee!

    2.)  Additionally, we have moved our registration link from one Jot Form account to another.  We cloned our form and linked the new account to our website.  Our test registrations and one new client came through on this new account but several others are still going to our old account!  Why would this happen and how can we stop registrations from going to an account no longer linked to our website?

    Hoping someone can help quickly as parents are now starting to feel that our JotForm system is not a secure way to do business!

    Thank you,

    Christine

     

    Page URL: http://www.jotform.us/form/43116651356149
  • Ben
    Replied on November 17, 2014 at 11:29 AM

    Hi Christine,

    My colleague has moved your second question to a new thread here http://www.jotform.com/answers/460341 so we will be answering you there in regards to that issue, we would also appreciate if you too would reply there in regards to the issue it covers (registration link) so that we can focus here on the first issue.

    Now in regards to the problem of being redirected to the starting page after submission I must first say that we can only provide assistance with the issues related to your account. I see that the jotform you have given the link for is found under another account - MAYoungGunners.

    If you can confirm this request through that account and give us the link of the page where the jotform is found we would be able to proceed with the issue.

    Best Regards,
    Ben