Missing Signatures in Submissions and Purchase not successful

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    Asked on February 24, 2015 at 08:14 PM


    I am a photographer and use jotform for my client contracts as well as a way to collect the retainer fee and payment. 


    Recently I discovered that about half of my contracts that have been submitted do NOT have a signiture in the EXCEL sheet, nor does it have the amount paid.  Even though the Signature part is *Required  and they cannot continue until it is done. 


    Can you please help me figure out where the signatures are, because now I have to go back and ask each client to resign their contract, other wise I would not be covered in case of an incident. 

    I also do not know how much any one owes at this point.

    Thank you very much! 

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    Answered on February 25, 2015 at 01:39 AM


    I believe the problem is that there is a conflict with the widgets Signature and the Payment wizard when you enable the Auto Fill feature of it. I would recommend that you disable it.

    Also disable the one in the Preferences setting.


    After that, if it's possible, you'll need to send your users a custom edit link to update their missing field values. To give them them the custom edit link, here's what you can follow:

    1. Edit your notification.

    2. Temporarily add a edit_link tag, we want to get the format of your edit link submission.

    3. You'll then receive an email and copy that edit link submission from there.

    3. After copying it, you need to paste it on a text editor, depending on what submissions are missing, you'll need to edit that link. You'll need to edit the form ID and the SID (submission ID) to match the submission that you would like to edit. Here's how mine looks:


    Blue highlight: The edit link format of that specific form.

    Pink highlight: Form ID which can be found in your Form URL, you can see this when you preview our form.

    Green highlight: The submission ID, you can find this in your submissions page.


    Share the edit link and they could sign again the e-signature that is missing. For the orders, I see that you are using Paypal for the payment? If you did not receive any confirmation that a transaction has been made, that would mean that the user did not complete or pay anything, because aside from getting an email notification from us, you should be able to receive a confirmation from Paypal if a purchase has been made. I believe you will need to ask your users to fill out the form again, not edit, because they need to be redirected to the Payment gateway portal to complete the purchase.

    If you are also embedding your form in a website, the problem might be because of some code conflict between yours and our form, I would suggest that you embed using the iFrame code. Here's how you can get it: http://www.jotform.com/help/148-Getting-the-Form-iFrame-Code.

    I hope this helps. Please do make some test submissions in your end so that you can see if everything is working as expected.

    Thank you.


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    Answered on February 25, 2015 at 10:18 PM

    so you are saying that there is a chance that I was never paid? Why would you have an excel sheet, and pdf and payment merchant option if it is not going to LOG what was paid to me. 

    Am I misunderstanding, or NOW i have to not only have them RE SIGN everything but also go through paypal and cross check some how each and every single contract signed?


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    Answered on February 25, 2015 at 10:22 PM

    i retract that last statement

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    Answered on February 25, 2015 at 10:38 PM


    Apologies for the inconvenience that you are having, but JotForm does not actually process or handle payments. We have integration to Payment processors just like Paypal, where when users want to make payments to you the form systematically redirect them to the Payment Gateway to make the purchase, they can cancel or not continue payment from there. But you will know when one did not make a successful purchase, you can learn more about Pending Payments here.

    Here's a sample, when you have an Order form with Payment Integration on it, then user clicks the button "submit", they will have a redirect like this.

    They will then be redirected to the Paypal page to make the purchase, this is to make sure that transactions are secured.



    If a transaction has been made successful, the most accurate confirmation will be an email from Paypal you can also check your account for this, your form sends email to you but it is just a notifier.

    I would advise that you also have an email field on the form so that you can contact users who have not filled out the form completely after purchase. 

    I hope this helps.

    Thank you.