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    We are getting errors on two of our forms

    Asked by sh3rd1an on June 19, 2015 at 12:05 PM

    We have been using these forms for about a week and the error problem has gotten progressively worse. 

    I don't know if this has anything to to with it, but we have been using free Jot Forms program for about 6 weeks now and upgraded to the Premium level on Monday. 

    It seem that when our members complete the form, type in the captcha word and hit submit, they are getting the attached error, but when they go back to make any corrections needed, there are no corrections showing.  We have had 3 members call with the same error in the last hour.  Any suggestions?

    Page URL:
    http://buildinghomeandremodelingshow.com/FHGS/contract.html

    Screenshot
    Getting problem attached 3 upgraded
  • Profile Image
    JotForm Support

    Answered by KadeJM on June 19, 2015 at 01:26 PM

    To my understanding you are having a problem with getting your form to submit properly.

    No, it shouldn't have anything to do with switching to becoming a JotForm Subscriber. The only thing that would happen there is your form would have been disabled if you hit your usage limit as it at that point in time you wouldn't be able to receive any payments or submissions until your account was reset or upgraded. 

    If you look at your screenshot error above that you've shown us it tells you exactly what's wrong. It says that the "transaction cannot be accepted". 

    This means that there is something wrong with the transaction and it was not accepted. That is usually due to either running out of payment submissions if it happened with those three users before you had upgraded to Premium or there is something misconfigured with your payment integration either on your form or your payment account.

     

    I looked at your page url you provided and I noticed you have two different forms stemming off of it (1 - http://form.jotform.us/form/51485588527166 [Check]) and (2 - http://form.jotform.us/form/50985875738173 [Credit Card]). 

    Do you happen to know which form it was happening on? Or was it both?

    Based on the current issue I am under the impression that it may have been the credit card form.

    If it is still a problem I would suggest generating new Transaction Keys and trying to enter it again into your Payment Integration to see if that helps.

    Let us know if you continue to have a problem with this.

     

  • Profile Image

    Answered by sh3rd1an on June 19, 2015 at 02:46 PM

    Yes, it is on both forms.

    We had periodic problems with these two forms earlier this week, but much more concentrated yesterday afternoon & today.  And we have received credit card payments also, so not sure why a transaction error would start occurring when we have been receiving payments before. If I continue to to have problems with the credit card form, I will get new Transaction Keys.  Any suggestions regarding the other form? 

    Thanks for your help!

  • Profile Image
    JotForm Support

    Answered by Mike_G on June 19, 2015 at 03:26 PM

    For the other form, which I supposed this one: http://form.jotform.us/form/51485588527166 [Check]

    I have cloned it and made a submission and it was successful. 

     

    Could you also try it on your end and see if you're still having the same issue with the form:  http://form.jotform.us/form/51485588527166 [Check]?

    You've mentioned that you'll also make a test with the form: http://form.jotform.us/form/50985875738173 [Credit Card] using a new Transaction Key. Kindly let us know if you're still having the same issue after doing so. 

    We will look forward to your response. Thank you.