What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Authorize.net: International users getting transaction declined when trying to submit the form.

    Asked by apardee on February 03, 2016 at 02:12 PM

    Hello,

     

    We are having many issues with our application form:

     

    1) Payments are being declined from international applicants (almost exclusively). Is this an issue with the user browser or with Authorize.net, or both? 

     

    2) We are unable to view any data from forms that were "submitted" only to later have the payment declined. This is a big issue because families think they have successfully submitted a form and we are NOT receiving those forms. Is there a way to get all of the application information that was written in the declined payment applications? 

     

    3) Are there issues others have faced with receiving submissions of JotForm forms from users outside the U.S.?

     

    Thanks.

    application form payment issues Submissions JotForm
  • Profile Image
    JotForm Support

    Answered by Kevin_G on February 03, 2016 at 04:47 PM

    The main issue here is with your notifications, you can follow this guide and receive an email notification each time that you have an incomplete payment: http://www.jotform.com/help/273-How-to-setup-Incomplete-Payment-Notification-E-mail.

    Now, I will ask you to share us the link to the form with you have issues, we will take a look on it and let you know our results.

    We will wait for your response.

  • Profile Image

    Answered by apardee on February 03, 2016 at 06:57 PM

    The form is: https://form.jotform.com/52745438142153

  • Profile Image
    JotForm Support

    Answered by Kevin_G on February 03, 2016 at 08:19 PM

    I have tested your form, I selected the free option and it was successfully submitted, when I tried to test selecting an option with an amount to pay, I was unable to submit it, but because it was a testing Credit Card.

    Now, perhaps this is the same error message your users are getting when trying to submit your form, I would suggest you to ask them to make sure they have available funds on their cards, also I would like to know if are you able to reproduce the issue on your end? 

    If the submission is declined due to issues with the payment, then you will not receive it and it will not be on the submissions page.

    If they are being redirected to the thank you page, then submissions should be there, and you should be notified about it.

    Do let us know if you are able to reproduce the issue, if so, please provide us the steps, we will be glad to help you.

  • Profile Image

    Answered by apardee on February 04, 2016 at 10:56 AM

    Hi Kevin,

     

    I can also successfully submit it even when I provide payment. The issue is, as I said, only with international users. There is absolutely not an issue with funds available, but perhaps there is an issue with Authorize.net collecting these payments? Have you had this issue before?

    Two other questions still remain:

    1) How can we retroactively retrieve the forms that were submitted, but the payment was declined? 

    2) We do not use paypal so how can we set up an option to send us an incomplete application even if payment is declined?

     

    We need to access the forms referenced in bullet point #1 ASAP. 

  • Profile Image

    Answered by apardee on February 04, 2016 at 11:03 AM

    Is there a phone number I can use to call to get JotForm support? 

  • Profile Image
    JotForm Support

    Answered by Kevin_G on February 04, 2016 at 12:56 PM

    I have successfully submitted your form when selecting the free option, when I selected the option with an amount to pay I was unable to submit the form, bu this is because I was using a testing Credit Card and this is the error message that I have received.

    I presume this is the same error message your users are receiving when submitting the form.

    Could be possible to ask one of your users to share you a screenshot? 

    So we will see the exact error they are receiving. Regarding to retrieve your submissions, you should not receive a submission is the transaction was declined, so you should ask your users to submit the form again.

    With the incomplete payment notification, you are correct, I did check the Authorize.net integration and I can see that it's not possible to active that option, this is because using Authorize.net you charge your customer when the form is submitted, and when using PayPal then your submitter is redirected to the PayPal payment page, so there is a probability that the payment is not completed.

    Unfortunately, we do not provide phone support, but we are glad to help you here.

    Now, before to take other action on your issue, could you please remove your credentials from your integration, I mean, get a new transaction key, only if you are not using it on other forms, if so, then you will need to add this new transaction key in all of them, but getting a fresh key could fix it and allow your users to submit your form and make the payment.

    Please, do let us know how it works after the change, and if the issue is still there.

     

  • Profile Image

    Answered by apardee on February 04, 2016 at 01:59 PM

    The answer I have received is not sufficient. Again, the issue is that we HAVE to access those forms that were submitted, but had a payment declined. We are unable to contact any of those applicants because we do not have any of their contact information -- which would be contained in the application they tried to submit that we never received -- except for the name of the person who submitted the form and that the card is declined in our bank statement.

    The families have not reported receiving an error message. Instead, they think the application has been submitted correctly and when they ask our office if it was received, I do not show record of it in our JotForm submissions. I only determined there was a problem when I had been told that a family submitted an application and we could not find it.  

  • Profile Image

    Answered by Ben on February 04, 2016 at 05:05 PM

    Again, the issue is that we HAVE to access those forms that were submitted, but had a payment declined. We are unable to contact any of those applicants because we do not have any of their contact information -- which would be contained in the application they tried to submit that we never received -- except for the name of the person who submitted the form and that the card is declined in our bank statement.

    In general: all submissions that are not saved within the Submissions Panel are within its section - Incomplete Payments, which can be seen as shown here: How to View Incomplete Payments Regardless of payment tool used, the payment info must be in either of the two if it is not deleted by yourself or someone with the access to the account.The families have not reported receiving an error message. Instead, they think the application has been submitted correctly and when they ask our office if it was received, I do not show record of it in our JotForm submissions. I only determined there was a problem when I had been told that a family submitted an application and we could not find it.It would be useful if you could let us know about the details that they had given to you. That will allow us to conduct our own search and let you know if we find anything.In regards to your original issue, please do note that we do not have means of seeing what caused the transactions to be declined. What comes to mind is that your Authorize.net account might be limited to not receive international payments.To see more about this it is best to contact Authorize.net support and any info that they give to you can be useful to you or maybe even to us if the issue is caused through form (by some chance).

  • Profile Image

    Answered by apardee on February 04, 2016 at 07:00 PM

    Thanks. In response to the first point - I still do not see any incomplete submissions. This is what shows up when I click on that link. Is there any way to access those?

     

     

    I am following up with Authorize.net about payment issues. It has been difficult to determine the cause, be it the browser, the fact that it's an international credit card, perhaps the page is timing out, etc.

  • Profile Image
    JotForm Support

    Answered by Chriistian on February 05, 2016 at 12:23 AM

    Empty incomplete payments would suggest that there are currently no incomplete payments. Let us know how it goes regarding your follow up with Authorize.net. Perhaps their correspondence could shed light on what is causing the issue you are experiencing.