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    Customers are seeing an extra message box when filling out a form

    Asked by snjrose on February 18, 2016 at 08:07 PM

    I've gotten several customers tell me that when filling out our form at https://form.jotform.com/33615068860962 they are asked to type in a message one or more times. Why would this be happening? People are getting confused and angry about it. They keep emailing me to tell me my form is confusing and aggravating and they don't know what to put in the message boxes that keep appearing. They aren't talking about the fields on the form that I've created but something that comes up asking them to type in a message. Can you please look into this? Thanks!

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    JotForm Support

    Answered by Charlie on February 19, 2016 at 03:25 AM

    I'm sorry, I'm not sure if I understand your concern correctly. It would be hard for us to check which of the fields your users are mentioning that are confusing. Perhaps you could try filling out the form and see if there's unnecessary fields showing up, I see you have a couple of conditions that shows/hides some of your fields.

    I also see that you have enabled the "Clear Hidden Field Values"=>"Clear on being Hidden". What it does is it resets or clears the inputted value on a field when it hides. When it shows up again, the inputted is gone, they need to retype it. Perhaps you have a condition that is conflicting with this one?


    I strongly suggest testing your form because we are not quite familiar how it should actually work, what fields should be hidden and what should be displayed. If it is possible, you could ask your customers on what fields they are mentioning that confuses them. 

    We'll wait for your response.

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    Answered by snjrose on February 19, 2016 at 11:33 AM

    No, it's not any of my fields that they are seeing. It almost sounds as if this extra text box asking for a message pops up after they click submit. It's not nay of my fields on the form. I tested it and couldn't recreate the problem, but at least 5 people have told me about it.

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    JotForm Support

    Answered by Charlie on February 19, 2016 at 12:46 PM

    It would be hard for us to troubleshoot this without knowing the actual message or how it looks like. If it is possible (I hope it is, I understand your customers are quite agitated) to ask them for a screenshot of the error or what they are seeing? That would help us further to see where the actual problem is. 

    May we know if the form is somehow embedded on a website of yours? Or are they directly opening your form URL https://form.jotform.com/33615068860962 and filling it out using their browser. If you have a website where the form is embedded, please do share us the link. The problem might be something related to a pop-up or script on your website.