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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    Secure Form viewed in mobile device shows "Payment Error" message after clicking submit

    Asked by askajumma on May 14, 2015 at 02:33 AM

    we are having a serious issue with receiving payment information when a customer tries to submit the form via mobile phone.  i am attaching the error message they receive.  the form worked before, but now it continues to fail.

    i have tried reintegrating stripe, but it still doesn't work.

    the only way it seems to work is if we don't make it a secure link.  since personal data and payment info is passing through this form we think it needs to be secure.  please help.

     

    Screenshot
    Mobile accepted doesn't work information stripe payment payment error
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    Answered by Sammy on May 14, 2015 at 06:17 AM

    If I may ask, what embedding method are you using for your form?. I recommend using the Iframe embed method as this will prevent script conflicts between your sites resources and jotform's

    resources.

     

    Could you kindly provide a link to your site so that I can investigate further.

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    Answered by askajumma on May 14, 2015 at 06:27 AM

    I don't think we are embedding it anywhere.  We are just providing the link to jotform.  https://secure.jotformpro.com/askajumma/askthisajumma

    And this link does not work on mobile. :(

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    JotForm Support

    Answered by Jan on May 14, 2015 at 11:05 AM

    Can you please try using another credit card to check if it will work. You can also try refreshing or try using a new stripe API keys.

    If the issue is still the same,  please try the following steps:
    1. Remove the payment integration.
    2. Log out from JotForm.
    3. Clear your browser cache.
    4. Close and re-open the browser.
    5. Log back in to JotForm.
    6. Add the payment processor again.

    In addition to that, I will clear you form cache. Hope this works. If not, let us know so we can further investigate. Thank you.

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    Answered by askajumma on May 14, 2015 at 08:56 PM

    I have done everything you have said and the form still does not work on the MOBILE phone.  It still only works when it is not a secure form.  I need it to be secure and work on the phone.  Please help.  Thank you in advance for your assistance.

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    JotForm Support

    Answered by Charlie on May 15, 2015 at 08:21 AM

    Apologies for the inconvenience,

    I was able to replicate the problem, I cloned your form and tested it on my mobile device, using secure custom URL and using the default secure/SSL enabled Form URL.

    Here are my cloned forms:

    https://secure.jotformpro.com/Charlie/testFormsecure 

     
     
    I did also try using the non-secure form link and it works in mobile. It seems like it's specific to mobile device only. I'll need to forward this to our back end team to have it check. We'll update you as soon as we hear any news.
     
    Again, apologies for the inconvenience.
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    Answered by askajumma on May 22, 2015 at 03:19 AM

    Hello JotForm,

    Can you please provide an update regarding this?  We need to be able to use a secure form for our business.  Thanks for your help.

     

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    JotForm Support

    Answered by Boris on May 22, 2015 at 05:16 AM

    We do not have an update at this time, but I can see that the bug has already been assigned to one of our developers, and it is marked with important priority.

    As soon as we have more information or a fix, we will update you be means of this thread.

    Thank you.

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    Answered by MADFITNESSTRAINING on June 16, 2015 at 01:07 PM

    I'm having the exact same issue.  Any answer on this yet?
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    JotForm Support

    Answered by Charlie on June 16, 2015 at 01:28 PM

    @MADFITNESSTRAINING,

    To better assist you, I've opened a separate thread for your concern, please refer to this link: http://www.jotform.com/answers/589753. We will address it shortly.

    Thank you.

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    Answered by askajumma on July 06, 2015 at 07:40 AM

    It's been almost 3 months since I asked for support on this issue.  Can you please provide an update on a fix.  It is really a problem that https is not available on mobile.

    Thanks in advance for your assistance.

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    JotForm Support

    Answered by Jan on July 06, 2015 at 10:53 AM

    Sorry for the inconvenience. Unfortunately, we don't have an update yet regarding this issue. Our developers are still working on it.

    Can you please try it again and verify if it is working or not? Let us know if you're still having the same issue so we can further investigate the issue.

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    Answered by Kate Moore  on August 04, 2015 at 09:41 PM

    Hello, I have a site up on squarespace and have also received a few complaints from customers that have not been able to checkout on mobile as well. They've tried multiple cards, and their cards worked fine on the desktop version. Please fix!! Stripe is built into squarespace so it's my only option!
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    Answered by Shadae on August 05, 2015 at 12:42 AM

    Hi Kate,

    We do ask that you create a new thread to ensure that your issue is addressed completely.

    I have moved your inquiry to a new thread: http://www.jotform.com/answers/629089 

    It will be addressed there.

    Thank you

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    JotForm Support

    Answered by NeilVicente on September 09, 2015 at 05:51 AM

    @askajumma

    Sorry for asking this late, but I have just performed tests on a clone of your form using an iPhone simulator and an actual Android phone. 

    My tests tell me that the issue you have originally reported is no longer persisting. Can you please confirm if that is the case on your end?

    Thanks!

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    Answered by askajumma on September 09, 2015 at 10:11 PM

    yes, the problem has been resolved.  thank you.

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    Answered by PastBook on June 06, 2016 at 09:34 AM

    Hi I'm having exactly the same issue now on some of my forms accessed from mobile (via direct link). I opened a private support ticket with more details, please let me know asap, it's urgent!

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    JotForm Support

    Answered by Charlie on June 06, 2016 at 10:39 AM

    @PastBook

    Apologies for the inconvenience. I see you already have another thread with the same concern and with more details. Please refer to this link instead: https://www.jotform.com/answers/854393. We will address your concern on that link. Thank you for your understanding.