- daveaasAsked on July 17, 2015 at 11:34 AM
We have a customer that cannot complete our form, they say they are getting an invalid zipcode error when they try to submit. I do not see any incomplete forms for this customer. I was able to do a registration using his same zip code. Is there anything we should check to resolve his issue? I only found one reference doing a search, should I rebuild the form and delete and readd the address field as was suggested in another post?
- JotForm SupportBJoannaAnswered on July 17, 2015 at 12:52 PM
I have tested your form and I was able to submit it without any problems. I got redirected to Thank You Page.
If you are still getting invalid zip code error, please try removing the Address field and then add it back in the form.
Hope this will help. Let us know if you need further assistance.
- daveaasAnswered on July 17, 2015 at 05:39 PM
Only one user has reported this problem, works fine for me also. Any idea what could cause this error for only one user?
- BenAnswered on July 17, 2015 at 08:05 PM
Looking at the other threads with the similar issue (seems 1 each year for past 3 years) it seems that it had happened at one go and was resolved by itself within few days.
Each time the issue was on a form with PayPal Pro, although I see that you are using Stripe.
Now as each time the issue was resolved by itself or by removing the address field, I would suggest to remove it and add it back once again. If you add it with the same label, then your submissions that were made over that same field will again be shown to you in your Submissions Panel - despite the warning that you get once it is removed the first time.
I did however erase your form cache so do let us know if you have any further issues with this so that we can take a look at it, but if possible do let us know what is the ZIP code since I have tried adding all sorts of characters and the only way to get it to error out because of a ZIP code was to remove all data from it - have it blank.
As soon as you add any character in there it works as it should.
- daveaasAnswered on July 18, 2015 at 12:22 AM
Thank you, I will try the address feed deletion. the zip code was 98229, I tried it and it worked fine. I'm thinking it is an issue with only this one customer.'
- ShadaeAnswered on July 18, 2015 at 02:37 PM
Thank you for providing us with an update, we are happy to hear that you are not experiencing the issue when trying to enter the zip code.
Please feel free to contact us if you are still experiencing an issue.
- daveaasAnswered on July 22, 2015 at 04:46 PM
We just had the second instance reported from a user. The original user was able to have someone else sign him up using the same information. I am going to try to delete and readd the address field, the zip code in question is 98286.
- BenAnswered on July 22, 2015 at 05:28 PM
I am sorry to hear that you are experiencing these issues again.
I presume that this might be connected to a browser used, but since I understand that you can not ask them a lot of questions, I would suggest adding the Get Referrer widget to your form.
It will allow you and us to get additional info on the users and help us see if there is some connection - for example an outdated browser.Do let us know how it goes.
- daveaasAnswered on July 24, 2015 at 12:17 PM
Just for an FYI, I deleted the address field from the form, saved it and added it back in, the user still had the problem. I will try to add the widget you mention.
- daveaasAnswered on July 24, 2015 at 12:27 PM
Not sure I understand what the get referrer widget does, I've added it to our form but don't know what to do with it from there. Is it automatically filled? if the user can;t submit how does it gather data.
- ShadaeAnswered on July 24, 2015 at 01:17 PM
The referrer widget gather information, like browser used when your form has been submitted.
However if the user is unable to submit the form, the information will not be gathered. If you are able to get the browser version that your user are using when encountering the issue, we would be able to look into this further.