- eurosoccerusaAsked on August 16, 2016 at 01:37 PM
We are receiving payments from the products in our forms, but the submitted forms are nowhere to be found! They do not arrive not in our form inbox, and we are no longer receiving email notifications. All we receive is the notice from our payment gateway about the payment received.
This has been happening for at least 48 hours. No changes were made to our account settings.
We have reviewed the email notification set-up (all seems to be correct, according to previous forum threads, diagrams, etc.). We have checked that we are not on Jotform's bounce list. We have more than enough space in our email inbox and our Jotform account, so no alerts should be rejected. Emails are not going to spam, promotions, etc. Plus, the forms; test emails go through just fine!
- JotForm SupportWelvinAnswered on August 16, 2016 at 03:02 PM
Your last form ID is http://www.jotformpro.com/form/50206570375956 (Mt. Olive Lutheran Preschool). You have 91 submissions on this form, 2 successful payments are recorded for this month. Do you mean to say that you are receiving more payments aside from the 2 on this form?
I can also confirm that your form email settings are correct. You are using Gmail and we don't have any issues with Gmail. You have a single submission in your incomplete payment list. You may consider checking that:
Please let us know if the given form is correct so we can investigate further. If not, give us the correct form name so we can check.
- eurosoccerusaAnswered on August 16, 2016 at 03:11 PM
Yes, that is the form.
We received two payments through our website today (8.16.16) for products on that form (more submissions are pending), but we did not receive email notifications for the form, nor are they available to view in the inbox.
This is causing a major problem for our customers as we cannot view or process any of the information they submit. We don't even know who is paying us!
I look forward to your prompt reply.
- JotForm SupportWelvinAnswered on August 16, 2016 at 03:47 PM
I checked our email logs and couldn't find the submissions either for the form. You can track the emails in your account - history page, this guide: https://www.jotform.com/help/293-How-to-view-all-your-form-Email-History.
If the payments were made through the form, it's impossible that our system will fail to record the submissions. There are cases that a payment was completed, but indeed up in the incomplete list but your form don't have a record for the two submissions that you've mentioned.
Perhaps they are a direct payment? Maybe a payment from the other forms you have? You have 4 submissions today from two different forms.
Can you also share the payment confirmation that you receive from Paypal? You can forward the emails to firstname.lastname@example.org. If not, share us a screenshot to this thread. Access this thread to upload.
Lastly, please share us the page where the form is embedded so we can check that as well.
- eurosoccerusaAnswered on August 16, 2016 at 05:29 PM
Where do you see the 4 submissions from today? I do not see new submissions on any of our forms.
They are not direct payments. The customers clicked on the link we sent them, which goes directly to our webpage where the Mt. Olive form is embedded, and the product they selected and paid for matches the form.
Both payments came through. There is nothing new in the incomplete list.
I checked the email history page; there is no record of the auto-responder emails being sent to the recipients or to us, though you said they are configured properly.
The webpage where the form is embedded is www.eurosoccerusa.com/mount-olive
Below please find a picture of one of the successful payment email notifications from Paypal.
- eurosoccerusaAnswered on August 16, 2016 at 05:57 PM
The customers are receiving a "Missing Token or Buyer Credit Card" screen after submitting payment.
Again, the payments are going through after a few hours.
- eurosoccerusaAnswered on August 16, 2016 at 06:53 PM
We just cloned a form that processed successfully less than 2 hours ago (PDRES) and made a new Mt. Olive form. We then embedded it into our website (replaced the old form) and tested it. We filled out the form entirely and clicked "Submit". Payment went through, but we got the same "Missing Token or Payment Source" Error after submission came up. No jotform or emails came in.
It would appear that Jotform is in fact allowing payments through a form while not retaining any of the information put into the form's fields.
We have embedded the original Mt. Olive form back into the website so you can troubleshoot from there, but it appears that the problem extends beyond that one form.
I hope this information is helpful in resolving this issue as soon as possible.
- JotForm SupportliyamAnswered on August 16, 2016 at 08:38 PM
As we are having difficulty replicating the problem, we'd like to ask you questions instead. When you made your tests, did this happen when entering a credit card information, or is this happening when the Paypal mode of payment is selected?
Looking forward to your response.
- eurosoccerusaAnswered on August 17, 2016 at 11:15 AM
It happened when entering credit card information.
A forum was opened by someone else previously asking about the "Missing Token" error message, but when I tried to click on it, Jotform re-directed me to my account page (yesterday when trying to figure out the problem). Not sure why this happened but it seems someone else has had that error come up before.
- JotForm SupportKiranAnswered on August 17, 2016 at 02:17 PM
Thanks for the information. While we try to replicate the issue at our end, could you check with a user if they have actually submitted the form from the web page or some other source? If the payments are made using JotForm, the submissions must be available with JotForm submissions.
Also, I see that there is a sub-account user in your account. However, it looks like that there is no account registered yet. Could you confirm if the account is actually created or changed the email address? This is to check if there any forms in this account actually receiving any payments.
- eurosoccerusaAnswered on August 17, 2016 at 05:06 PM
We only have forms with Jotform. There is no other way we receive payments. Each of these customers have clicked on a link from one of our emails that takes them straight to the Mt. Olive form embedded in our website.
The sub-account user's email address is different than the overall account email address, if that's what you are asking. It doesn't look like that user should receive any form submissions without the main account. The Mt. Olive form's notification is set up to be sent to the main account email address.
Hope this is helpful.
- accessdupageAnswered on August 17, 2016 at 05:36 PM
We are having the same problem. It started just today. http://accessdupage.org/silver-access-monthly-payments/
- eurosoccerusaAnswered on August 17, 2016 at 05:44 PM
Jotform support; please see above. Evidently this extends beyond us.
- JotForm SupportWelvinAnswered on August 17, 2016 at 07:12 PM
I can't seem to find the error elsewhere so I'm sorry to say that we cannot give you an information with regards to this error. But I've just forwarded this thread to backend team for further investigation. We'll let you know here as soon as we have an update for you on this matter.
For the meantime, you may consider switching to Paypal Standard or Paypal Express, just to make it work and to receive payments while waiting for our updates.
Thank you for reporting and our apologies for the troubles and any inconvenience this may have caused.
- JotForm SupportWelvinAnswered on August 17, 2016 at 07:20 PM
Would you mind trying again? If you'll get an error, please take a screenshot and upload that into this thread. Note, you need to access this thread to upload.
Also, while viewing the error, open your browser console and check if there are errors in the area. Please take another screenshot of the console and upload it here.
I look forward to your reply.
- eurosoccerusaAnswered on August 18, 2016 at 11:53 AM
We just did test payments on both Chrome and Firefox. There now a blank screen coming up after completing and submitting the form, but no error. The forms are still not visible in the inbox, and we haven't received any email notifications, though they are usually instant.
This error is now happening with at least one more form - Nativity Catholic School.
This is the busiest time of the year for us and the worst possible time for a technical problem, especially one that withholds all of our form information.
If this cannot be resolved quickly, we will need to look at other companies.
- JotForm SupportKiranAnswered on August 18, 2016 at 12:49 PM
I have tried submitting the said form using test credit card number and see that there is an error message displayed as it should.
Are you still experiencing the issue with the form along with any other forms? I see that the issue is already forwarded to our backend team and one of our developers will be looking into it. If there is any update in this regard, you'll be posted here.
Thank you for your patience.
- eurosoccerusaAnswered on August 18, 2016 at 12:53 PM
Yes the forms are still not being submitted. I received this error during one of my tests, but assumed I had entered the card information incorrectly. No payment came through.
I repeated the test payment and the blank screen appeared again, and the payment went through. Though, again, no form submission.
- gshallooAnswered on August 18, 2016 at 12:53 PM
I am getting a blank screen like everyone else.
- JotForm SupportKiranAnswered on August 18, 2016 at 12:56 PM
Thank you for the additional information. Your message has reached our backend team. We'll update you on this thread once we have any information in this regard.
Your question is moved to a separate thread and shall be addressed there shortly.
- Chief Technology OfficereeeAnswered on August 24, 2016 at 11:07 AM
We fixed the problem last weekend,
Please check and let us know if you still have any problems,