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

    Forms not being submitted successfully when several people try to send their submissions.

    Asked by vsquaredevents on February 24, 2016 at 02:57 PM

    Hello,

     

    We really love what Jot forms offers, but time and time again we are having issues with people being able to fully submit their forms. We have roughly over a 100 forms being processed a weekend. I'd hate to leave your services, as I stated we like what Jot forms can do, however its becoming difficult to deal with the complaints from our representatives using the forms. I'd like to discover the issue and get it handled once and for all. Unfortunately we have reached out several times through this online support service, but I don't believe the issue is being properly handled. Its not always easy to explain the issue and understand how to properly resolve through writing. It would be HUGELY appreciated if I was able to set a up a call with someone. Can we make this happen so I don't have to keep bombarding your online support or worst cancel my service? 

     

    Much appreciated

     

     

    love hello all and
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    JotForm Support

    Answered by Kevin_G on February 24, 2016 at 04:44 PM

    Unfortunately, we do not provide phone support, but we can help you here.

    If I understand correctly, your issue is with the submissions limit, you are receiving submissions from people that you do not want, so you are reaching your monthly limit.

    If the issue is with people submitting the form and it is not completed, then you may consider add a Captcha at the end of it, so you will avoid to submit mistakenly  the form.

    If it does not help, please provide us more details about your issue, we will be glad to help you.

  • Profile Image

    Answered by vsquaredevents on February 24, 2016 at 04:51 PM

    Thats not the issue at all. Clearly there is people answering me on the other end... I'm sure you all have a phone... I'm not sure what is so difficult to set up a call. The issue is NO ONE IS UNDERSTANDING WHAT THE PROBLEM IS THROUGH ONLINE SUBMISSION. 

    Once again, the problem is people are not able to SUBMIT THE FORM, but everytime I explain the issues to you, or whomever is on the other end... You test it and say its fine. Well its not fine, because every weekend my staff is calling me complaining that the form ISN'T working

    I've had people complain that it takes several minutes to submit, one person it took over an hour. I can't have this happening to my business. I'd like to get this resolved ASAP. Is there a way I can speak to someone to explain the array of issues we came across and make sure its properly assessed?!?!?

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    JotForm Support

    Answered by Kevin_G on February 24, 2016 at 06:19 PM

    Sorry, this is the line that confused me:

    " but time and time again we are having issues with people being able to fully submit their forms."

    I tried to submit your forms, all the forms were submitted successfully.

    http://www.jotform.us/form/53209119957159

     

    http://www.jotform.us/form/60080018567149

    http://www.jotform.us/form/60214816085149 

    I noticed that they take some time to be submitted, this is because of the uploaded files, if there is a lot of people submitting the form at the same time then it should start to work non-properly. You could set a limit in the size of the uploaded files: http://www.jotform.com/help/33-Changing-the-Upload-Size-Limit.

    It could help to decrease the time that the form takes to be submitted.

    We should test on the days that you receive most submissions to see if we can replicate the issue.

    If there is an specific selection or field that you noticed it is avoiding to submit the form, please do let us know it would help us to test and find the issue.

  • Profile Image

    Answered by vsquaredevents on February 25, 2016 at 01:43 PM

    I understand that, and every time I reach out, it seems to be fine on your end. But I'm stlil receiving up to 6 complaints a weekend. Submissions not working via the phone and via the computer. Is there a reason that it takes several minutes to submit? With the fast pace world we are in, taking several minutes to submit a form can feel like a life time. Is it because of the photos? Is there a way to assure the process moves faster?

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    JotForm Support

    Answered by Kevin_G on February 25, 2016 at 03:08 PM

    The size on the images could be some of the reasons, because are some images that could have a size of 10 MB, and as your forms are asking to upload more than one image then it takes some time to submit the form, now if there are several people submitting the form at the same time, then it could generate a temporary issue and your users need to submit or upload the files again. Although it should not happen because our severs are very powerful and we receive a large amount of submissions with and without uploads every day.

    Would be very helpful if you could share us a video about the issue, as I can understand it only happens on weekends, please make some tests on those days that you receive most submissions and if you are able to replicate the issue on your end share us a screenshot of the web console as well, we need to see if there are some errors.

    These keyboard shortcut will help you to get the web console if you use Chrome.

    Windows: Ctrl+Shift+J.

    Mac: Cmd+Opt+J.