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  • Profile Image

    Submission Data not showing on submission page of the form

    Asked by lepietrescartate on December 05, 2015 at 05:57 PM

    I created a form with paypal payment. In the summary of answers you will display the date and time it is sent but not the other data. Why?

    Page URL:
    https://form.jotformeu.com/lepietrescartate/iscrizione-convegno

    Screenshot
    submission data submissions
  • Profile Image
    JotForm Support

    Answered by Kevin_G on December 05, 2015 at 09:16 PM

    Hi,

    Thank you for contacting us.

    It could be a temporary issue, or perhaps the form had no required fields,since I made a test and I'm able to see the submitted data :

       Please, try again and let us know if the issue persists, we will be glad to assist you.

    Regards.

  • Profile Image

    Answered by lepietrescartate on December 06, 2015 at 03:53 AM

    Thank you for the answer.

    Unfortunately, the problem persists.

    All fields are required and there is no incomplete payment (see the attachement)

    Regards

  • Profile Image
    JotForm Support

    Answered by Mike_G on December 06, 2015 at 07:12 AM

    Does this happen everytime you make a submission? I can see from your screenshot that there is one submission that has its data present. Also, is this happening immediately after submission? or it will take a while before the data is gone?

    I understand that you're using your form's custom URL when you made the submissions, is that correct? Is your form embedded on a website, by the way?

    Also, did you try to edit the submissions? 

    I would like to apologize for I cannot reproduce the issue you're having.

    I will escalate your concern to our developers for them to check it. You will be notified on this thread with updates if there are any. 

    Thank you.

  • Profile Image

    Answered by lepietrescartate on December 06, 2015 at 11:16 AM

    [Does this happen everytime you make a submission? I can see from your screenshot that there is one submission that has its data present. Also, is this happening immediately after submission? or it will take a while before the data is gone?]
    I have tried several time and there aren't data immediately or after some time.
    The data in screenshoot are a test by Kevin_G (JotForm Support)

    [I understand that your form using your form custom URL, is that correct?
    Yes, I'm using a custom URL

    [Is your form embedded on a website, by the way?]
    No, the form is non embedded

    [Also, did you try to edit the submissions?]
    If i try to edit a submission, the fields are blank

    thank you

  • Profile Image
    JotForm Support

    Answered by jonathan on December 06, 2015 at 12:10 PM

    Thank your for the immediate response and further explanation of the issue.

    My colleague had already submitted a bug ticker report to our higher team support so that the issue can be investigated.

    We will let you know via this thread once we have new update on the status.

    Regards,

  • Profile Image

    Answered by lepietrescartate on December 09, 2015 at 03:54 AM

    some news?

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    JotForm Support

    Answered by beril on December 09, 2015 at 07:08 AM

    Unfortunately, there is no update yet. I can tell you that this was given highest priority by my colleague.

    We will inform you via this thread as soon as possible, when we solve the problem.

  • Profile Image

    Answered by lepietrescartate on December 20, 2015 at 02:14 PM

    Update?

    We are trying a new form, https://form.jotformeu.com/53404865712355 but the problem goes on.
    If a user submits a form but does not complete the payment, JotForm correctly highlights an incomplete payment, showing all data. But if the user completes the form and payment, then JotForm shows only ID and date of submission.

    If I try to edit data in a submission, that relative to the amount of the payment is not editable

    Help us, the data that are not recorded are very important!
    Thank you

     

  • Profile Image
    JotForm Support

    Answered by jonathan on December 20, 2015 at 02:33 PM

    Hi,

    The submitted ticket is still in open status and currently still assigned to one of the developer. They will provide response here once status update is available.

    For the meantime, can you please check also the ff: procedures.

    Do you also have IPN enabled on your PayPal account? If not, please do enable it so you can receive all submissions on your form.

    Here's how: https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal

    After enabling, click the IPN History link (on the IPN settings page).

    At the IPN History page, find and select IPNs with "Disabled" status, then click "Resend Selected".

    https://shots.jotform.com/neil/Support_Team_-_im@neilacero.com_-_Mozilla_Thunderbird_2014-04-23_11.51.15.png

    Once the IPNs are sent successfully, JotForm will automatically complete the missing (pending) submissions.

    Hope this help. Please let us know if this process did not make any difference.

    Thanks.

  • Profile Image

    Answered by lepietrescartate on December 20, 2015 at 03:14 PM

    The IPN was enable and set on https://www.jotform.com/ipns/paypal.php

    All the IPNs have "send" status, there are no pending submissions with completed payment

    Thanks

  • Profile Image
    JotForm Support

    Answered by jonathan on December 20, 2015 at 03:29 PM

    Thank you for the confirmation of the details. We appreciate it.

    The information will also help our dev assigned on the ticket in resolving the issue.

    For now, we can only ask for your patience and understanding. You will be notified here at once if there is any status updates available.

    I will also do a follow up t the dev assigned on your behalf.

    Regards,