- blbcAsked on February 15, 2016 at 04:33 PM
We've been having some customers unable to submit their forms due to a braintree email authentication error. Some payments are coming through and those that aren't coming through have valid email addresses.
The problem has occured on the form I've indicated below and for this one: https://form.jotform.com/60368954888981
When I was able to replicate the error, it showed up as error 81604. I had been using a test email, but when I supplied a real address it still didn't go through. I tried a different browser with the valid address and it went through on my first try. (first browser was chrome, second was edge)
Is this a jotform or a braintree issue? Is there anything I can do to fix the problem?Page URL:
- JotForm SupportBDAVIDAnswered on February 15, 2016 at 06:18 PM
What are the submissions that have received this error? I haven't seen any other report of "email authentication error"
I just tested my Braintree Sandbox account, and it worked without a problem. Could you please send a screenshot of the error?
- blbcAnswered on February 15, 2016 at 07:22 PM
The people who got the error weren't able to submit, selected a different payment method, and then submitted.
It seems to work for me, but will try to replicate the error and send a screen shot. We've only had it set up for a short time and I haven't been able to find a pattern to the errors.
Some forms haven't had any issues, but for these two forms, about half of the people who have wanted to pay online have ended up phoning in their payment instead.
- JotForm SupportChriistianAnswered on February 16, 2016 at 03:58 AM
I was also unable to replicate the "email authentication error". Was there an error code displayed together with the text error? I checked the error codes for braintree and I can't seem to find any error relating to the email authentication.
Please check your credentials again and try reintegrating braintree to your form. If you have a screenshot, let us know so we can investigate your issue further. Here's a guide on how to insert images to the forum: How to add screenshots/images to questions to the support forum?
- blbcAnswered on February 16, 2016 at 12:35 PM
Here it is the error...the email entered is valid and correct.
- JotForm SupportBDAVIDAnswered on February 16, 2016 at 04:04 PM
What's the email address entered?
- blbcAnswered on February 16, 2016 at 04:22 PM
firstname.lastname@example.org - it's mine
- JotForm SupportBDAVIDAnswered on February 16, 2016 at 05:40 PM
Looks like this is related to your Braintree account, please contact them an make sure your credentials are okey.
- blbcAnswered on February 16, 2016 at 06:28 PM
I talked to Braintree support and they were able to pull up the record from the referenced error and it was pulling the email address from the wrong field.
I replicated the error again using the field specific inputs, called Braintree again, and found out that their pulling the email address from the mailing address field.
Do you recommend deleting and recreating both of those fields again?
On these two forms (one is a clone of the other), about half of the payments are successful. The other forms are all working so I'm pretty sure the problem is with these forms - maybe I changed course when creating them and that led to the error...
- JotForm SupportChriistianAnswered on February 16, 2016 at 08:51 PM
Perhaps renaming the "Email address(es) for confirmation information" field to a regular "E-mail address" would prevent braintree from pulling the "mailing address" field instead. If the issue persists, then you may try recreating the fields again. Do let us know how it goes.
- blbcAnswered on February 17, 2016 at 02:28 AM
I've tried the following things which made no difference:
- renamed the fields
- recreated the fields with the new names
- made the mailing address not required and then email
- deleted the mailing address field completely (I added it back since we do need it...)
What do you recommend at this point?
- blbcAnswered on February 17, 2016 at 02:44 AM
I tried removing Braintree and putting it back in. When I clicked submit, the credit card fields all cleared leading to the message.
I heard about this error from a customer today in addition to the email error, but other forms with the same Braintree integration information are working...
- blbcAnswered on February 17, 2016 at 03:55 AM
As a temporary fix, I've deleted Braintree from this form and redirected our customers to a working form for payment.
Here is a clone of the original that I'd like to fix: https://form.jotform.com/60472014731951
(In the process, I ended up deleting and then adding Braintree back onto the clone and now it's back to just the original error - the others aren't showing up for me anymore...)
- JotForm SupportEltonCrisAnswered on February 17, 2016 at 09:47 AM
I made a few tests with a cloned of your form using a sandbox account but I can't reproduce the problem. They're submitted normally as usual.
I also used your email on the email address field.
Are you still getting the invalid email format? I believe the email address is automatically taken from the email address field of your form. Please let us know if you are still experiencing this error so we can pass this to our developers.
We'll await your reply.
- JotForm SupportEltonCrisAnswered on February 17, 2016 at 09:52 AM
Nevermind, I was able to reproduce the error now.
It seems the email is taken not from the email field. We'll find out more about this. In the meantime, I have also submitted this to our developers for further investigation. You will be informed here once this is fixed.
- JotForm SupportEltonCrisAnswered on February 17, 2016 at 10:00 AM
I think the email is taken from the full name field which has "email" word on the label.
Could you please try to rename it without the "email" word and see if that fixes the problem? I have also updated the report about with this info. In the meantime, you can try this solution, I have suspicion that it will work. Thanks!
- blbcAnswered on February 17, 2016 at 12:54 PM
Yes, that change seems to have fixed it! Thank you!
- JotForm SupportKiranAnswered on February 17, 2016 at 04:36 PM
Great! Glad to see that the issue is now resolved for you. Our colleague has already submitted the bug report to our backend team. Once we have any update in this regard, you'll be posted here.
Please get back to us if you need any further assistance. We will be happy to help.
- JotForm SupportNeilVicenteAnswered on February 21, 2016 at 02:14 AM
We are sorry for this inconvenience. Indeed, our integration captures the first email field we can find on your form, and erroneously, it did find and capture the field "Who should receive the email confirmation".
We have since fixed this problem by improving our backend filters. You should now be able to use the word "email" on non-email fields in your form.