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    Received email notification but form submission not received

    Asked by ajkwebdesign on September 29, 2011 at 04:24 PM

    I've just had 2 form submissions from 2 different people but only got one notification and neither submission appears in my jotform account. Is there currently a problem and if so will those submissions appear or are they lost? These are important submissions.

    Thanks

    Andy

     

    Further info:

    I've sent test submissions to this secure form and recieved notifications but again the submissions continue to fail to show up in my account on the site. I've tried secure and standard versions of the problem form and only the standard non-secure one is receiving the submissions correctly.

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    JotForm Support

    Answered by Mike_T on September 29, 2011 at 05:11 PM

    Hello Andy,

    Could you please provide us with the exact date and time when the problematic submissions were done and the form ID in question?

    Also, if possible please provide the full mail headers of received notification from your customer.

    This information will help JotForm support team to proceed with the further investigation regarding this issue. Thank you for your patience and cooperation.

    Best regards,
    Mike

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    JotForm Support

    Answered by Mike_T on September 29, 2011 at 05:16 PM

    Hello Andy,

    I would like to add a bit more information. If you are using  https://secure.jotform.com/form/your_form_ID for your secure submissions, then could you please try to use https://www.jotform.com/form/your_form_ID address instead. Please check if it makes the difference.

    Best regards,
    Mike

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    Answered by ajkwebdesign on September 29, 2011 at 05:30 PM

    Thanks for your replies.

    I can confirm that I have tried both URL formats for the secure forms and both fail to deliver the submission to my account but do deliver the email notifications.

    I can supply the information you asked for but I think it would be best if I did this privately so should I use your contact form and choose the private option to do this?

    Thanks for your help

    Andy

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    JotForm Support

    Answered by Mike_T on September 29, 2011 at 05:48 PM

    Hello Andy,

    You are always welcome. Yes, please feel free to create a private thread. I would recommend to include a link to this thread in your new message.

    Best regards,
    Mike

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    Answered by ajkwebdesign on September 29, 2011 at 05:51 PM

    Woohoo big relief, I was just getting the info together to send in when 5 submissions all appeared together in my account, 2 of the original missing ones and a few test submissions by me.

    The original missing submissions from clients appeared in my account 2 hours after the email notification was received. Seems like there was a glitch in the system causing the delay.

    Anyway thanks for starting to help and hopefully all is well now.

    Andy

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    JotForm Support

    Answered by Mike_T on September 29, 2011 at 06:01 PM

    Hello Andy,

    I am happy to hear that the issue seems to be solved. Unfortunately, delay problem may appear from time to time due to JotForm, 3rd party providers and other reasons. Please let us know if you reproduce the problem again. We are always happy to help you.

    Best regards,
    Mike