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.


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    Authorize.net: Error During Transaction shown even when selecting a free product.

    Asked by collegeplus on August 08, 2016 at 11:45 AM

    Hello,

    We are getting this error on submissions that are not supposed to require payment. The error is happening when the payment is waived (product is free), and therefore the payment form is hidden when we click submit. There is no way to input a credit card number since that part of the form is hidden, but the error is saying that a credit card is required.

    How can we fix this error so we can submit forms without payment?

    Thank you!

    transaction error authorize.net
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    JotForm Support

    Answered by Kevin_G on August 08, 2016 at 12:29 PM

    I can see the error on your form, I'm selecting "Custom Price" on "Price per Course" and adding "0" it means nothing will be charged. 

    The error is still there when payment info should not be asked, I will escalate this thread to our second level so our developers will investigate the issue and you will be notified when this is resolved. 

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    Answered by AMSForms on August 08, 2016 at 12:39 PM

    I am getting the same error when I try to process a payment even when a credit card number has been entered.

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    JotForm Support

    Answered by Mike on August 08, 2016 at 01:21 PM

    The issue has been completely fixed for all the JotForm accounts. Please accept our apologies for the inconveniences you have faced.

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    Answered by collegeplus on August 08, 2016 at 02:59 PM

    Thank you!

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    Answered by collegeplus on August 16, 2016 at 10:45 AM

    Hello!

    I am getting this same error again. Do you know if this is a widespread issue or isolated to my forms?

    Thank you!

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    JotForm Support

    Answered by Kevin_G on August 16, 2016 at 11:38 AM

    @collegeplus,

    I have tested your form and I can see it is working now, when I submitted the form it redirected me to the Thank You Page now: 

    Could you please test your form again? 

    I would suggest you to double check the settings for your payment integration, if the payment amount is 0 the form should be submitted, if the payment amount is greater than 0 hen payment info must be entered. 

    I've also followed your original instructions to test your form, please if you still can replicate the issue on your end, let us know the steps so we can test and try to replicate it on our end too. 

    We'll wait for your response. 

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    Answered by collegeplus on August 16, 2016 at 01:11 PM

    I just went into my form and was able to make one submission, but when I went to make a second, I got the same error. I tried clearing my cookies and using an incognito browser, but I still have the same issue.

    We checked the settings in our payment integration, and that is working correctly.

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    JotForm Support

    Answered by Mike on August 16, 2016 at 01:48 PM

    Do you use a direct form link or embedded form version? Please provide us with a link in question, so we will be able to test the form.

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    Answered by collegeplus on August 17, 2016 at 10:55 AM

    We use the direct link for this form https://form.jotform.com/53334560940958. This error is very intermittent, I can submit the form a couple of times and it works perfectly, but then the form stops working and I get the error "Error during transaction, Credit card number is required. Please go back and fix this."

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    JotForm Support

    Answered by Kiran on August 17, 2016 at 01:30 PM

    I have tried submitting your JotForm with the custom amount 0 and see that the submission went through without any issues.

    Could you try changing the option Clear Hidden field values to "Clear on being hidden" from the form preferences to see if that makes any difference? Please see the screencast below:

    Let us know if the issue still persists. We will be happy to assist you further.