Some form responders are unable to submit my form

I have been getting complaints from members about my membership form not completing their submission. This has been happening consistently now since I added a captcha check to the form a while ago. I went back to edit the form and I couldn’t find where the captcha was, but I contacted support and they stated they had added a whitelist to my form. I wasn’t sure how that would fix the issue and now I am sure it didn’t fix it. I had another complaint today for the same problem. The user submits the form and it never completes the submission. It appears to them to be just sitting there. Now I am rarely with these people when they submit these forms. So I don’t know how savvy they are with technology. So I don’t know if they have left something out of their entry and the form has highlighted it but they don’t know to look back through the form for missing information , but the form should present any errors.

please check this form out for problems. I am getting heat from users.

Hi Larry,

Thank you for reaching out to Jotform Support. I am sorry this is happening. Rest assured, I am here to help. When I cloned and tested your form, everything worked the way it was supposed to. Take a look at the screenshot below to see my results:

I have cleared form caches to refresh the form. Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

Keep us updated and let us know if you need any more help.

The fix didn’t fix it. We need to look at something else.

Hi larrylane01,

Thanks for reaching out to Jotform Support. Are you referring to this form? I tested the form through a clone but could not replicate the issue. Can we ask if the form is embedded on the website? If so, can we ask for your permission to test the live form? Before we can test the live form, please set the form to Test mode:

As for the captcha, I checked the form and the captcha feature has not been used.

Please try re adding the Captcha element on the form. When adding a Captcha element on the form, it should show as In Use. This is how it should appear when in use.

As soon as we hear back from you, we can move forward with a solution.

Ok, yes that’s the form. It used to be embedded in the website, but to remove any question that it was the website the form is no longer embedded. I only have a referral link direct to the form on your site.

Sometimes it works fine but others it doesn’t. Perhaps it’s the integration with our payment processing company Stripe. Is there anyway to check that??

Hi Larry,

Thanks for getting back to us. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Please try to reconnect your Stripe account in the integration and then test again. This will refresh the payment integration.

Keep us updated and let us know if you need any more help.

ok i put the form in test mode. test away.

Hello Larry,

Thanks for getting back to us. I made a test submission directly through your form but was still unable to replicate the issue; I was successfully able to submit the form as seen in the screencast below:

Could you please share more details about the issue? Does the form get stuck on "Please Wait" after clicking on the Submit button? Does it return any form of error message when being submitted? Is the Submit button unresponsive? You may switch the Stripe integration back to live from test; it'll also help if you can have an affected form responder share a screenshot or a screencast of the issue.

Let us know if you need any more help.

yes i also tested four different card configurations and all of them worked. people who have complained about it stated that they would hit submit and it would do nothing.

Hi Larry,

Thanks for getting back to us. I'm sorry this is happening. Can you tell me if they encounter an error when they tried to submit the form or does the form stuck on the Please Wait message? I can investigate that if you can send a screenshot of what’s happening. We’ve got a guide here explaining how to do that. In the meantime, can you try filling out the form using another browser to see if the issue persists? 

Keep us updated and let us know if you need any more help.