- geeksrsxy2Asked on September 07, 2016 at 08:37 PM
On 8/30/16, we received a notifier email that someone had submitted the form referenced below. On 9/5, we received 4 additional notifier emails; then another 9/6 and another today, 9/7. The person who originally submitted the form claims he hasn't re-submitted the form since. We've had other folks use the form during this same time period and have not experienced this issue. Is there a log or something that would show what is triggering these emails? I'm at a loss on why this is occurring. Thank you!
- JotForm SupportBDAVIDAnswered on September 07, 2016 at 11:21 PM
You can check your mail logs: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History
I would suggest you to set the unique submission feature on your account to prevent duplicate submissions: https://www.jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form
Let us know if you need more help, we will be glad to assist you.
- geeksrsxy2Answered on September 10, 2016 at 05:19 PM
Thanks for you answer. I set the unique submission feature to cookies this morning. I also eliminated the option for the particular tournament that I'm getting repeated notifier emails for. This afternoon, it happened again. Which is impossible since the customer could not have selected the tournament referenced in the email (screenshot attached). This is making us look bad, as not only are notifier emails being sent, but auto-responder emails are going out to the customer each time as well.
I should emphasize that this is NOT occurring for any other submissions. The repeated emails are occurring for one, only one, particular submission, that originally occurred on 8/30. The customer swears they haven't re-submitted the form since they originally sent it 8/30.
It's like the form submission is stuck somewhere in the process and keeps kicking off the emails. Can you please look into it?
- JotForm SupportliyamAnswered on September 11, 2016 at 05:01 AM
I checked the submissions and I see the replicating submissions.
However, I noticed that each has its own submission ID, which means the email alerts you received were not just mere emails. So what I can seem to formulate on this is that the user upon reaching the thank you page, never closed the browser tab. He would try closing the browser with all tabs in it. By doing so, whenever he opens the browser again, all tabs try to load once more, he gets a prompt and confirms a submission once again, he's not aware that he made another submission after making a confirmation.
If it's just recent that you have set the limits on cookies, or on the unique question, that's the only time your form will store an information for submission uniqueness. So it's normal that you will receive another duplicate of the submission. But that's the last time that the user will be able to make that submission.
So for the meantime, please do observe if you get another submission with all the same information from him. We'll look forward on your updates on this matter.
- geeksrsxy2Answered on September 14, 2016 at 07:09 PM
Thanks for your response. Setting the limits on cookies seems to have solved the issue.
- JotForm SupportliyamAnswered on September 14, 2016 at 08:13 PM
Thanks for keeping us posted. We're glad that this issue has become resolved.
If you get to encounter other problems with your account, please let us know.