- 2016peoAsked on March 21, 2016 at 04:45 PM
I'm noticing an issue with some of my transactions where the total amount due doesn't get transferred to the Braintree payment widget. It doesn't happen every time--just some of the time.
I noticed it earlier today on a submission and tried to replicate it, and the total didn't transfer in. I double checked the widget, and nothing had changed. A few minutes later, I tried again, and that time it did work. About an hour ago, someone submitted something, and the total didn't update, but then a while later someone else submitted, and it did work.
Any thoughts on why it won't update every time?
- JotForm SupportKiranAnswered on March 21, 2016 at 05:39 PM
I've checked your JotForm and see that there are several conditions set on the form. As I tried to recreate the issue, I see that some of the page totals are not displaying any value and the Total due is not sent to the payment tool.
I'm not sure at the moment if it is causing due to the option set to Clear values when they the fields are hidden in the Form Preferences.
Could you try changing this option to Clear on Submit and check if the issue still persists. If you need any further assistance, please let us know. We will be happy to help.
- 2016peoAnswered on March 22, 2016 at 01:42 PM
I need to have the "clear on hidden" to keep people from being charged the incorrect amount if they change their minds about how they want to register. If they switch from "a la carte" to "package" part way through, the a la carte options are hidden but the charges remain. Is there another way to prevent that from happening?
- JotForm SupportBDAVIDAnswered on March 22, 2016 at 02:42 PM
Since you are inserting a value into the Total Due field through conditions, it gets cleared if some fields, where the amount gets calculated from, are conditionally hidden due to the enabled property that my colleague mentioned. So, the amount does not transfer to the payment field.
A workaround would be to capture the Total Due amount into another Form Calculation field, so your payment field gets it from the new field, example:
In this way the amount gets passed instantly:
So now, you can hide this new Form Calculation fields(not through conditions) by clicking on it's gear icon>>Hide Field:
Let us know if you need more help, we will be glad to assist you.
- 2016peoAnswered on March 22, 2016 at 04:19 PM
So even though the "Total Due" field has the correct amount in it, the hidden fields are keeping it from transferring? Each time I've noticed the issue, the "Total Due" field shows the correct amount. It just doesn't transfer.
- JotForm SupportBDAVIDAnswered on March 22, 2016 at 04:28 PM
Exactly, that's why I recommend you to use a second conditional field to pass the amount to the payment field.
- 2016peoAnswered on March 28, 2016 at 10:16 AM
I'm using the second conditional field, and one of my submissions this morning came in with nothing transferred to the credit card widget. I thought it was working, but apparently not... Any other suggestions?
- JotForm SupportMike_GAnswered on March 28, 2016 at 12:10 PM
It is because on your form the option in the Preferences that "Clear Hidden Field Values" is still set to "Clear on Being Hidden". Technically, the credit card field(Braintree) on your form is hidden at first due to conditions, so if "Clear on Being Hidden" is selected, then that field will always be cleared.
Try setting it to "Clear on Submit" then test your form, you will notice that values are being passed properly this time.
- 2016peoAnswered on March 28, 2016 at 12:59 PM
Except I need that selected to keep people from getting double charged if they change their mind as they are signing up. (See my earlier note about that above.)
Also, if that were really the issue, why does the credit card process correctly most of the time?
- JotForm SupportKiranAnswered on March 28, 2016 at 01:45 PM
I've tried selecting different options on your form and it looks like there is still an issue with passing the total amount to Braintree. Since there are several conditions on your form, please allow us some time to check on this and get back to you with relevant information.
Thank you for your patience.
- JotForm SupportKiranAnswered on April 10, 2016 at 12:49 PM
Sorry for the delay in responding. I've cloned your JotForm and checked the conditions set on the form. While I try to replicate the issue at my end with your form that I cloned again, it seems that the total due amount is being forwarded to the Payment field without any issue. I've checked it multiple times with different options now and still unable to replicate the issue I see that the option is 'Clear on being Hidden' is selected from the form preferences.
Do you still experiencing the issue at your end? Please let us know so that we'll take a look again.
- 2016peoAnswered on April 12, 2016 at 07:46 PM
Yes, I'm still experiencing it. It happened just now, in fact.
It's weird--I can't figure out why it happens when it happens. I can't get it to replicate, either. The calculation field--the one it is supposed to pull from--always has a value in it. So it doesn't make sense that sometimes the value gets transferred, and sometimes it doesn't.
A browser issue, maybe? I don't know what browsers people are using, but I could ask some who I've seen the problem with.
- JotForm SupportChriistianAnswered on April 13, 2016 at 12:09 AM
I tested your form and I was able to replicate the issue with the Total Due not transferring to the Credit Card Payment field.
The issue occurs when a user clicks on the Check option (which hides the credit card field) and then they select the Credit Card option again. Since your preference is set to "Clear on being hidden", when the "Check" is clicked, the Credit Card Payment field is hidden so the value on the said field will be cleared. This means the previous value from the Total Due will be gone.
I understand that you require the preference to be set to "Clear on Being Hidden", however, the only way to resolve the issue with the payment field is to set the preference to "Clear on Submit".
Here's a cloned version of your form where the preference is "clear on submit". https://form.jotform.com/61029075034953
As seen in the gif below, even when I change the payment via check and then to credit card, the value from the credit card payment remains there.
However, please allow me some time to investigate this issue further, and perhaps we can come up with a workaround without the need to change the preferences from "Clear on being hidden" to "Clear on submit".
- JotForm SupportChriistianAnswered on April 13, 2016 at 12:24 AM
Hello again After further testing, I was able to find a workaround without the need to change the preferences. All you need to do is to add a new Update/Calculate condition on the "Will you be paying by credit card or check?" field.
Here's the condition that I added.
The amount on the credit card will still be cleared if the user selects "Check" and chooses "Credit Card" again. However, since we added this condition, the Calculation field will be updated with the value from the Total Due. And since the Calculation was updated, the updated value will then be passed to the "Credit Card payment" field.
Here's the demo form where I added the condition. https://form.jotform.com/61029075034953
As seen in the gif, the value disappears from the Credit Card Payment amount, but it is quickly replaced by the updated value from the calculation field. With this workaround, the amount from Total Due will always be transferred to the Credit Card amount, and the Preferences can remain as "Clear on Being Hidden".
Hope this helps. Please let us know if you need further assistance.
- 2016peoAnswered on April 13, 2016 at 06:27 AM
That will solve if someone switches from credit card to check and back again, but will it solve the issue when it happens when the person chooses credit card to being with?
And that has happened; i've seen it where the form doesn't automatically fill in the "amount due" in the widget, even though the visible "total due" field on the form has a value in it. I can't get it to replicate, but i have seen it happen.
- JotForm UI DeveloperberilAnswered on April 13, 2016 at 10:36 AM
I am able to reproduce the same issue that you’re having. there is an issue for passing the total value to Braintree Integration.
I've checked your Total due calculation I see that it is empty as you see below:
Can you add the fields on the total due filed and let us know the result?
- 2016peoAnswered on April 13, 2016 at 09:34 PM
The total due calculation field gets filled in through conditions. And it gets filled in properly--that's not the issue. The issue is that the value in the Total Due field does not pass through to Braintree. It now passes through to the hidden calculation field that I set up (upon someone else's advice), and THAT field is supposed to pass through to Braintree, and it doesn't.
- JotForm SupportChriistianAnswered on April 13, 2016 at 11:04 PM
Unfortunately I was not able to replicate the issue with the braintree payment field not being filled when a person chooses credit card to begin with. I tested your form on Chrome, Firefox and Edge browser, and in each of my tests the amount in the Braintree integration is always filled.
May I ask which device (PC, MAC, other) you were using when you encountered the issue? It would also help if you could provide us with the details of the browser used. Also, perhaps there are certain conditions that may have caused the issue. Can you please give us the specific details of the submission where the Total Due did not pass to the Braintree so we may be able to recreate it? You can simply give us the submission ID and we can check it from there.
In the meantime, you may try clearing the Form Cache to see if that helps: How to Clear Your Form Cache?
I will wait for your response.