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.


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    Recurring Payment Not Going Through

    Asked by blackboxtie on December 19, 2014 at 03:15 PM

    Hello, I am unable to capture any payment information for my form. I have tried 7 times (I am using Stripe). Jotform shows that I have received a payment submission but I haven't.

    Page URL:
    http://blackboxtie.com/join-us/

    JotForm hello information
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    Answered by Shadae on December 19, 2014 at 05:00 PM

    Hi blackboxtie,

    I do apologize for the issue that you are experiencing with receiving your payment information.

    It appears that we are currently having an issue with the Stripe Integration when it comes to recurring payments. It appears that the Stripe integration is not currently attaching "customers" to the created "plans".

    I have forwarded this issue to our developers. Any update on this issue will be posted on this thread. You will probably need to ask your customers to re-submit their entries once the issue is fixed.

    We appreciate your patience and understanding as we look to have this issue resolved.

    Thank you.

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    Answered by blackboxtie on December 19, 2014 at 07:01 PM

    Thank you for the reply. Do you know when this issue will be fixed? I believe there are many others that use Stripe recurring payments and it would be nice if your team can resolve this quickly. Much appreciated! 

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    Answered by landover on December 19, 2014 at 07:05 PM

    I had the same problem, My stripe was working just fine until today. Yet I discovered that I changed my stripe password and didnt update it in my JotForm. I still have the submission pending that need processing. How can I proceed on with transactions?

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    JotForm Support

    Answered by Kiran on December 19, 2014 at 08:05 PM

    @landover,

    I see that the issue is already escalated to our next level support. You'll be receiving an update once it is fixed.

    Thanks.

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    JotForm Support

    Answered by paulsimpson on December 20, 2014 at 03:27 AM

    Hi,

    The issue has now been fixed. All payments made on forms will now be going through to your Stripe account. Unfortunately any form submitting during this down time will have to be resubmitted for the payment to be made successfully.

    Sorry for the inconvenience caused.

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    Answered by blackboxtie on December 20, 2014 at 04:04 PM

    Hi, thank you for fixing the issue promptly, much appreciated.

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    JotForm Support

    Answered by jonathan on December 20, 2014 at 06:39 PM

    Hi,

    Thank you for taking the time to confirm issue is now resolved.

    Contact us again anytime for any assistance you need with JotForm.

     

    Best