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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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    Redirect link from Payment Error Message

    Asked by maryvilleu on June 09, 2015 at 01:15 PM

    Hello, I actually had another question involving the link that appears on the payment error screen. One one of our forms that involves page breaks, when the user receives a payment error the redirect brings them back to a page that is blank, you must reload to have the form appear. I'm not particularly sure what could be the cause of this, is there anything on my end that can resolve this? I know we are also using secure forms for this.

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    JotForm Support

    Answered by Aury on June 09, 2015 at 02:31 PM

    Can you please let us know the link of the form you are referring to?

    This is in order for us to be able to test the form, reproduce the issue you above described,  so then, we will look deeper and find the best solution.

    I have tested your form ID#51586015677967, when error message, clicked on Go Back, and directed to original form.



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    Answered by maryvilleu on June 09, 2015 at 02:36 PM

    Hello, thanks for responding.


    It's this form





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    JotForm Support

    Answered by Aury on June 09, 2015 at 03:12 PM

    I have gone ahead and tested your above mentioned form, after clicked Submit, took 2 - 3 seconds and leads me here:

    If we can further assist you, please let us know.

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    Answered by maryvilleu on June 09, 2015 at 03:20 PM

    The issue isn't that the form is not working, the issue is that IF the payment on the form does fail (you'll have to put in a wrong payment number or force a transaction fail. When you get the warning message and click the return link it will take you to a blank page.

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    JotForm Support

    Answered by BJoanna on June 09, 2015 at 03:47 PM

    I have tested your form and I was able to reproduce mentioned problem. After that I have cloned your form and test my cloned form that was not embedded and when the payment on the form failed when I clicked back button I was returned to the form. 

    After checking your form, I noticed that you are using script code for embedding your form on website. We recommend  using of iFrame code. You can try to replace script code with iFrame to see if the form will work correctly. In this article you can find out how to do it.


    Hope this will help. Let us know if you need further assistance.