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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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    I have had many submissions not come through over the last several days

    Asked by inklingcg on September 09, 2016 at 10:31 AM

    We are running a competition and I have gotten several emails from people trying to submit.  They fill the form out and it just says "please wait" and then never goes through.  I can understand this happening once in awhile, but this has been happening for hours each day for the last week.  There is a goal our company has to hit and if the form is not working properly how am I supposed to get all my submissions in?

    Page URL:
    https://form.jotform.com/ryanminnickST/best-of-bdny-2016-product-entry<br/>-for

    please wait payment form
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    Answered by inklingcg on September 09, 2016 at 11:56 AM

    why are questions that have been posted after mine being answered and no one has responded to mine yet?

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    JotForm Support

    Answered by Mike on September 09, 2016 at 12:02 PM

    Is there are any specific steps to reproduce the issue? As far as I know, we do not have any major issues with the payment forms at this time.

    If the issue is happening with embedded form, please provide us with a link to the web page in question.

    Why are questions that have been posted after mine being answered and no one has responded to mine yet?

    The questions are being assigned to the JotForm Support Members automatically. We do not pick them up individually. Note, that when you reply to the thread, it is being moved to the end of the queue by our system.

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    Answered by inklingcg on September 09, 2016 at 12:35 PM

    https://form.jotform.com/ryanminnickST/best-of-bdny-2016-product-entry-for

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    JotForm Support

    Answered by david on September 09, 2016 at 02:40 PM

    I checked your form and so far am unable to reproduce the slow submission issue.  I have not yet tested with your copy, however, we should not be having any server issues at this time.  Is the lag persisting with your copy?  Let usk now and we will be happy to look into this further.

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    Answered by inklingcg on September 12, 2016 at 01:37 PM

    Ok so I tried this myself and still am having issues.

    This is the link to our form

    https://form.jotform.com/ryanminnickST/best-of-bdny-2016-product-entry-for

     

    Whenever you enter all your information and hit the Submit button, it just says Please Wait and doesn't go through?? please help?

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    JotForm Support

    Answered by david on September 12, 2016 at 02:57 PM

    I sent a test submission through your form just now and was redirected to PayPal without issue:

    This was nearly instant.  I cloned the form and tested further on my end, each submission went through and there did not appear to be any lag at all.  Is there a specific set up to reproduce the issue with the form not submitting?  Any information you can provide to help us reproduce this would be greatly appreciated. 

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    Answered by inklingcg on September 13, 2016 at 10:30 AM

    Thank you!  I think the problem is when we use a credit card instead of pay pal.  Can you test that out?

     

     

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    Answered by inklingcg on September 13, 2016 at 10:34 AM

    I think it may be working now.  That is so weird.  Does it sometimes just not work maybe because the site is too busy?

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    JotForm Support

    Answered by david on September 13, 2016 at 11:45 AM

    We have not had any recent issues that would cause PayPal Pro payments to not be accepted.  Keep an eye on things.  If the issue returns, let us know and we will be happy to have another look.

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    Answered by inklingcg on September 13, 2016 at 12:31 PM

    I meant, when we were having the problems with the form going through the person was just trying to use their credit card, they were not going through pay pal at all.  There is an option our form to either pay with credit card or through pay pal.  Hopefully it is all working now...

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    JotForm Support

    Answered by Mike on September 13, 2016 at 12:48 PM

    Thank you for your update. If you notice the issue again, please feel free to update this thread or create a new one, so we will be able to look further.

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    Answered by inklingcg on September 22, 2016 at 01:13 PM

    My form keeps telling people "please wait" at the end again.  Everything is filled out correctly then they hit submit and it gets stuck.  this is continuously happening at random (but Often) times.  I've include a screen shot of what is seen after they hit submit.  This is definitely hindering or competition goals...

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    JotForm Support

    Answered by david on September 22, 2016 at 02:24 PM

    I tested your form and was redirected to PayPal without issue:

    I cloned the form again to test further and I still have not seen even a single slow submission.  If there is any additional information you can provide on how to reproduce this, we will be happy to investigate further.

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    Answered by inklingcg on September 22, 2016 at 02:58 PM

    It is when someone tries to pay with a credit card.  And it doesn't happen all the time.  We had someone yesterday at 4:13 not be able to get through, then someone at 4:36 it went through fine.  2 things that I have noticed.  When its not going through its almost always when someone is paying with credit card not through pay pal.  Other thing is there is no rhyme or reason, sometimes they go through and sometimes they don't.  

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    Answered by inklingcg on September 22, 2016 at 03:03 PM

    I just tried doing it myself again and it is doing the same thing as you can see "please wait"

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    JotForm Support

    Answered by Mike on September 22, 2016 at 03:36 PM

    I have noticed that there are conditions with errors on your form. It is recommended to remove them.

    Also, please disable the Continue Forms Later option for testing purpose.

    To be able to investigate this further we will need to see an error from your browser console when you submit the form. If possible, please open the console and try to submit the form to see if there are any errors.

    The errors are highlighted in red. 

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    Answered by inklingcg on September 22, 2016 at 04:02 PM

    no errors are showing...

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    Answered by inklingcg on September 22, 2016 at 04:11 PM

    I did get this when I tried reloading my page...

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    JotForm Support

    Answered by david on September 22, 2016 at 05:30 PM

    Try from a different browser, Google Chrome or FireFox tend to work best.  This will ensure there is not something browser specific causing the issue.