Our participants are having trouble with one of our forms.

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    Asked on June 24, 2015 at 03:15 PM

    Dear JotForm staff,

    We are a high school exchange program. We bring students from many countries to the United States to attend U.S. high schools and live with U.S. host families for a school year.

    We recently switched over to JotForm from Adobe FormsCentral. We imported all of our forms and made slight edits as needed so that they would work in JotForm. 

    We have one form titled "United Studies AYP Host Family Application" that is giving our prospective host families problems. Even though our staff have tested the form in multiple browsers and had it work for us, we are getting calls from prospective host families daily telling us that they are losing their work before they are able to submit or that the submit button isn't working, and they subsequently lose their work. It's a long application, so the families often have often put a good deal of time toward completing this application before losing all their work. A few have even been so frustrated they've said they'd go find another exchange organization to apply to. 

    Any assistance you can provide would be greatly appreciated!


    Vanessa Chang

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    Answered on June 24, 2015 at 04:34 PM

    Hi Vanessa,

    We are deeply saddened to hear that and we apologize for the inconveniences caused.

    I look into one of your form and it is indeed working just fine http://form.jotform.us/form/51515770031143. Since you mentioned they kept on losing their work, I suspect they inadvertently reload the page which would normally clear all the field values. To prevent this, simply enable the auto-fill feature on your form. Here's a guide: http://www.jotform.com/help/97-How-to-Save-Forms-to-Continue-Later. The auto-fill feature will save the form values on their browser while they are still on the filling process. So whenever they reload the page or even close the browser, they can continue to where they have stopped since the unsubmitted data will be auto-filled to the form.

    Hope this will resolve the problem. Let us know if you need further assistance.


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    Answered on June 24, 2015 at 07:09 PM

    Wow, I think this will work! The instructions were a little confusing in places (for example, when you're preparing the email messages, it isn't clearly explained what the emails will be for, making it difficult to know what type of message to write there). It also took a lot of steps. I would like to do this on more of our forms, but it took a while to do. Maybe this is something that JotForm can simplify in the future? Still, I am VERY grateful that this fix exists at all and especially grateful for your quick response!


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    Answered on June 24, 2015 at 08:26 PM

    We do have a simpler method that you can see here: http://www.jotform.com/help/227-How-to-Enable-Auto-Fill-Feature the difference between this method and the one provided by my colleague is that with this method the form should be completed using the same device and browser. The save and continue method allow your users to complete the form using different devices.

    Hope this helps.

    Let us know if you've further questions.