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    Why did customer get charged 3 times using my form, and I have no confirmation of his registration?

    Asked by moolguy on July 10, 2015 at 02:43 PM

    Customer used my form to register for medical conference. He had difficulty (see quote below). The transaction showed up 3 times as being processed on his end, yet our bank says he was declined. I have no confirmation of his registration through jotform. Where was the error? I assume it was on the bank side of things. Has this happened before? I've used jotform for conference registration for 3 years and never had this problem. Just concerned about this happening again as our conference is coming up in August, and people are starting to register.

    ""There is a problem with the website as it kept asking me to put correct address details
    “there was a ASV mismatch, billing address does not match, go back and try again”
    I tried again (my address was correct) but it kept saying the same.""


    Adam Bigelsen

    Page URL:

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    Answered by Ben on July 10, 2015 at 04:32 PM

    I understand why you would like to check this with us and I can assure you that your client should not have been charged any time.

    This is an excerpt from the Wikipedia about AVS:

    AVS verifies that the billing address of the credit or debit card matches the address that was given by the customer. Because AVS only verifies the numeric portion of the address, certain anomalies like apartment numbers can cause false declines; however, it is reported to be a rare occurrence.

    AVS verifies the numeric portions of a cardholder's billing address. For example, if the address is 101 Main Street, Highland, CA 92346, in the United States, AVS will check 101 and 92346. Cardholders may receive false negatives, or partial declines for AVS from e-commerce verification systems, which may require manual overrides, voice authorization, or reprogramming of the AVS entries by the card issuing bank.

    This is done by the bank making the payment and is not something that we do, so the notice comes from the payment processor itself that you have used.

    I presume that you might have a log about that in the failed transactions, but your client should check with his bank about the status of the same. I presume that the 3 charges are all with the declined status, but still shown as charges as per their attempt.

    Do let us know how it goes and do give us the link to your jotform on which this has happened so that we can take a look at it and see if there are any possible issues that might have helped to have this happen.

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    Answered by moolguy on July 13, 2015 at 03:43 PM
    It was a bank issue. Thank you for the support!
    Adam Bigelsen
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    JotForm Support

    Answered by Kiran on July 13, 2015 at 04:57 PM

    Thanks for letting us know. Glad to see that the issue is now resolved for you. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help.

    Thank you for using JotForm!!