Custom fields not being sent through to Zapier

Hi there,

I have a document and when it triggers in Zapier, the custom fields are not pulling through. Any insight would be greatly appreciated.

Hello Melissa,

Thanks for reaching out to Jotform Support. I checked your account and it shows that the forms are not integrated with Zapier. Can you share us the link to the URL link to the form so we can check? Let me show you how to locate it:

1. Click on the Publish tab in the orange navigation bar located at the top of the page.
2. On the Link to Share section, click on the Copy Link button to copy the URL link to the clipboard.

Once we hear back from you, we'll be able to move forward with a solution.

Hi there,

It's connected to a document, not a form. Here's the trigger in Zapier.

And here's the document: https://www.jotform.com/sign/232565185331051#preview

Our Zapier isn't pulling through the custom fields from the document. They're identified, but the values are pushing through. 

Hi Melissa,

Thanks for getting back to us. I'm unable to find your shared screenshots. It would help us to understand what’s happening if you could take a screenshot and send it to us. We have a guide here explaining how to do that.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Here's the screenshots of the zap.

Hi Melissa,

Thanks for getting back to us. To clarify, are you trying to integrate through Zapier for Jotform submissions? I went through your documents and could not find any Zapier integration in your form. If that’s not exactly what you’re looking for, can you explain a bit more so I can help you better? 

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

The integration is set-up through our Zapier account. It's set to trigger when a document is signed. It's only pulling the customer name and email and not the custom fields. So the images I sent is the trigger snapshot - when a Jotform Document is signed it triggers the integration. The other screenshot shows the data being pulled. It's aware that the custom fields are there, but it didn't pull the inputs into zapier.

I just tried to set-up the Zap via your direct integration, and the zap is still not pulling the data for the custom fields which is imperative for our zapier. It only seems to pull these two fields. Full Name and Email. Do I need the rest of the custom fields here? If so, how do I edit this data?

Hi Melissa,

Thanks for getting back to us. Could you try integrating Zapier into Jotform? Or can you add a plain field in Jotform to display the customized area in Zapier? Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Give it a try and reach out again if you have any other questions.

What do you mean? I already have the integration for Jotforms set-up. I even rebuilt the Zap within your site in the integration area and, and it's not pulling the custom fields that I have within the document.

I've rebuilt these several times.

Hi Melissa,

Thanks for getting back to us. I'm sorry you're having difficulties with this. Are you referring to the short text field in your document? Could you please allow us to perform some test submissions on your document so that we can better understand what is going on?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Yes, please do some test. The custom fields are embedded on the last page of the document. With the signature. I just need the quote number to come through to the Zap.

Hi Melissa,

Thanks for getting back to us. I tested your live form to see if I could replicate the issue, but everything was working properly. Can you try using a number field instead of a short text field? Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Give it a try and reach out again if you have any other questions.

I am building the zap through your interface, and it's not pulling the custom fields. Can you please show me where you tested and it's coming through? The only data coming through is the name and email.

Hi Melissa,

Thanks for getting back to us. I'm sorry you're having difficulties with this. Can you try to use the number field instead? It would help us to understand what’s happening if you could take a screen record and send it to us.

Once we hear back from you, we'll be able to move forward with a solution.

Can you send me what you tested and it worked successfully? I didn't have the same results. I've updated it to a number field. Here's a snippet of my signed document with the number included

Here's a snapshot of the Zapier, and the data isn't pulling through.

I even rearranged the data to where the signature is below the rest of the custom fields, and it's not pulling through.

Please send me a solutions, or send me to another person. I cannot spend another day sending the same results for different tests, when there's nothing new to test.

I would also like to see the test you did that was "successful" I might be able to identify what the issue could be. I have hundreds of Zapier integrations, and this isn't a normal error.

Hi Melissa,

Thanks for getting back to us. I'm sorry you're having difficulties with this. I tested signed document on my end and it appears that everything is working properly. Check out my screencast below:

Can you try to add your zap into another signed document? Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Give it a try and reach out again if you have any other questions.

I don't see your test going through Zapier. Can you do a test through Zapier. I've rebuilt the same zap 3 times, changed field types. Can you see the data coming in and out of my account. Otherwise, your tests are not testing the same environment.

I created a new form, signed it and made a new zap and the custom fields data are still not coming through.

Is there someone else that can help with this? I feel like this should be a simple answer, and I'm having to do the same tests over and over again.

I am checking on this request? Did we find out why custom fields are not pulling through to Zapier?

Hi Melissa,

We really appreciate your patience and understanding while we’re looking into this. Can you share a short video so we can get an idea of what is happening? If the issue continues, we'll create a performance ticket and forward it to our Developers.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

There's literally nothing to video. I sent the screenshots of the data pushing into Zapier. There's nothing to video. I can't create the integrations because the values aren't pulling through. How am I the only person with this question? How are other people setting-up their integrations with the custom fields?

I have a document with custom fields. The Zap is triggered when someone signs the document, the custom fields values are not transferring from JotForm to Zapier.

I've sent several screenshots. Please use those, and trouble shoot this issue.

Hi Melissa,

Thanks for getting back to us. Would you allow us to test the actual form to see if we can replicate the issue on the original form?

Once we hear back from you, we'll be able to help you with this.

Yes, absolutely. It's not a form though, it's a document called Kaemark Terms and Conditions.

Hi Melissa,

Thanks for getting back to us. It looks like this is a Sign Document. Can you please share with us a link that would allow us to test and sign the document?

Once we hear back from you, we'll be able to help you with this.

Here's the link.

https://www.jotform.com/sign/232564580311047/invite/01haacnzgce657940351c0b439

Hi Melissa,

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

Can you check it on your end and let us know how it goes? Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

This was what pulled through for your test.

I feel like I am banging my head against the wall. There's no issue with submitting the document. The Custom Field values are not being pulled into Zapier. Can you access the data transfer from Jotforms?

I've been sending you all the same results for 10+ days. Is there a solution? Or do I need to find a different e-signature program?

Hi Melissa,

Thanks for getting back to us. I'm sorry you're having difficulties with this. I understand the issue, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

Thank you so much!!! I really appreciate your help!

Hi Melissa,

Thanks for getting back to us. I tested the Zaiper integration on my end, and everything appears to be in order.Check out my screenshot below:

Could you explain a bit more about your next Zapier action?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.