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  • Profile Image

    Stripe Payments are not processing when the form is encrypted

    Asked by MaureenJoeph on August 03, 2015 at 11:05 AM

    Two of my registrants contacted me to say that, after completing their forms and attempting to make payment (through Stripe), they received "Error" Messages that prevented them from being able to submit their forms.  One of them tried to complete the form 4 times.  (The registration form is encrypted.)  Why would they be unable to complete the process?  I suspect that others may be having difficulty as well because we have not received any other submissions.

    Thank you,

    Maureen Joseph

    Page URL:
    http://form.jotformpro.com/form/52024032194948

    Submissions registration form able to submit
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    JotForm Support

    Answered by Welvin on August 03, 2015 at 12:46 PM

    Hi Maureen,

    I'm sorry to hear about that problem. Do you know what specific error message they are getting? If you can ask that to your user/customer and get back to us with that information, that would be great.

    I would also like to know if the form is embedded. Perhaps, the problem is to the embedded form. We recommend our iframe method as it prevents a conflict in the page that is causing the form to stop from working properly.

    http://www.jotform.com/help/148-Getting-the-Form-iFrame-Code

    Thanks

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    Answered by MaureenJoeph on August 03, 2015 at 01:00 PM
    Hi,

    Thanks for getting back to me so promptly.

    I am not sure what you mean by “embedded”. There is a link from our website to the jotform. (www.saintjohnneumann.org, click on “Religious Formation”, click on “Children’s Program”.) But I don’t think that should be a problem.

    Maureen Joseph

    Maureen Joseph
    Director of Religious Formation
    St. John Neumann
    Gaithersburg, MD
    301-977-7990
    mjoseph@saintjohnneumann.org
    maureenljoseph@gmail.com
    www.saintjohnneumann.org



    ...
  • Profile Image
    JotForm Support

    Answered by Welvin on August 03, 2015 at 01:32 PM

    I've found it here: http://saintjohnneumann.org/childrens-program.html. The form is not embedded.

    I have added a test product in the form, but submitting to the form using my credit card gives me the following error:

    If your users are getting the same error, then I think that is because of their card. Maybe because of the authorization. I think you should try it too using your card. 

    Lastly, can you confirm it to your users?

    Thanks

     

  • Profile Image

    Answered by MaureenJoeph on August 03, 2015 at 01:39 PM
    I just tried this with my credit (which there is nothing with) and got an
    error message - exactly the same as you indicated. The problem is NOT with
    anyone's card or authorization.
    ...
  • Profile Image

    Answered by MaureenJoeph on August 03, 2015 at 01:50 PM
    Hello,
    I just tried this with my own credit card (which there is nothing wrong with) and got an error message - exactly the same as you indicated. The problem is NOT with anyone's card or authorization.
    Please look into this and correct the problem – ASAP.
    Maureen Joseph
    Director of Religious Formation
    St. John Neumann
    Gaithersburg, MD
    301-977-7990
    mjoseph@saintjohnneumann.org
    maureenljoseph@gmail.com
    www.saintjohnneumann.org


    ...
  • Profile Image

    Answered by MaureenJoeph on August 03, 2015 at 02:45 PM
    Hello,

    Please see the email exchange with Strip below regarding the "Error Message"
    my customers have been receiving while trying to complete and pay for their
    registration.
    Please rectify this problem ASAP.

    Thank you so much,
    Maureen Joseph
    Director of Religious Formation
    St. John Neumann
    Gaithersburg, MD
    301-977-7990
    mjoseph@saintjohnneumann.org
    maureenljoseph@gmail.com
    www.saintjohnneumann.org



    ...
  • Profile Image
    JotForm Support

    Answered by Kiran on August 03, 2015 at 02:52 PM

    It seems that the issue seems to be with enabling the Form Encryption on your JotForm. I see that the error message appears when the form encryption is enabled and the payment seems to be processed normally when the form encryption is disabled. Let me forward the issue to our backend team to take a look and get back to you.  You'll be posted through this thread once the issue is resolved.  Meanwhile, please disable Form encryption on your JotForm from Form Preferences.

     

    Let us know if you need any further assistance. We will be happy to help.

    Thank you!

  • Profile Image

    Answered by MaureenJoeph on August 03, 2015 at 03:19 PM
    OK, I will disable it now.
    MJ

    ...
  • Profile Image
    JotForm Developer

    Answered by omur on August 04, 2015 at 08:31 AM

    Hello Maureen,

    My name is Omur and I'm a developer at JotForm. I've fixed this problem related to Stripe and encrypted forms.

    You can now use both together.

    If you run into problems or need any help, feel free to write us.

    We're here to help.


    Thank you

  • Profile Image

    Answered by MaureenJoeph on August 04, 2015 at 09:30 AM
    Hello Omur,
    Thank you so much for your help! I am very, very appreciative! I will go online and do a “test” with my own credit card to see if it goes through properly, too.
    Thank you again!
    Maureen Joseph
    Director of Religious Formation
    St. John Neumann
    Gaithersburg, MD
    301-977-7990
    mjoseph@saintjohnneumann.org
    maureenljoseph@gmail.com
    www.saintjohnneumann.org



    ...
  • Profile Image
    JotForm Support

    Answered by david on August 04, 2015 at 11:20 AM

    Do let us know how it goes.  If you have any further trouble with payment processing and encrypted form, we will be happy to take another look.