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  • Profile Image

    Why I cannot find a submission in our submissions page?

    Asked by CNDCF on October 03, 2016 at 07:05 PM
    However, I also just received a phone call from another client saying that
    she had clicked the submit button, which led her to the Thank You page BUT
    we don't have it in our submissions record. Would you be able to check and
    see if it somehow got stuck on your back end? It's a submission on the same
    form from Canadian Diabetes Association. My thoughts are --- why would it
    lead the user to the Thank You page it didn't go through as a submission???
  • Profile Image
    JotForm Support

    Answered by Kevin_G on October 03, 2016 at 07:16 PM

    Just to confirm is this the same form you're referring? http://www.jotformpro.com/form/52155148783965 

    I cannot find a form with the title "Canadian Diabetes Association"; however, I would like to make sure about the form.

    Also, could you please provide us more details about the submitter? 

    We will also check in the email logs for the address you're using in your form, if the Thank You page was shown then there should be a record in the email logs or submissions page.

    Please provide us more details, we will be glad to check on our end. 

     

  • Profile Image

    Answered by CNDCF on October 04, 2016 at 09:45 AM
    ​Yes, it is that form. And the submitter's email address ​would be <
    Nicole.Holder@diabetes.ca>. Camp name would be Camp Huronda. I look
    forward to hearing some good news on this. Thanks.
    *Cherylynn Lumasag*
    Grants & Admin Coordinator
    Cambridge & North Dumfries Community Foundation
    www.cndfoundation.org
    Regular Office Hours:
    Mondays - Thursdays
    9:00 am - 3:30 pm
    **PLEASE NOTE NEW OFFICE ADDRESS:*
    *190 Turnbull Court, Unit 1B, Cambridge ON N1T 1J2*
    ...
  • Profile Image
    JotForm Support

    Answered by Kevin_G on October 04, 2016 at 12:15 PM

    I have checked the log for the email address that you provided and I can see the last email sent to that email was on April 7th, 2016. 

    The submission ID is 335854718757412235 and it was on this form http://www.jotform.ca/form/50344813501243.

    There are not any other records related to this email address, you can also check your email history by following this guide: How-to-View-All-Your-Form-Email-History

    This way you will know the details of the emails that were sent to you, did you receive the email from this submission? 

    If so then you may also provide the email details so it will also help to find the submission.

    I'm not sure if you're providing the direct link to your forms or if you have embedded them in a website, this could be a reason too and may be that your user submitted another form, this is why the email notification from that submission would be very helpful.

    We'll wait for your response.  

     

  • Profile Image

    Answered by CNDCF on October 04, 2016 at 12:45 PM
    No, I did not receive an email notification from that submission. And NO,
    that is not the form she was working on. That's another form that she has
    completed before. The form I was referring to is this ---
    http://form.jotformpro.com/form/52155148783965.
    Please let me know if you can find it. The mystery is basically that when
    she clicked the 'Submit' button, she was led to the Thank You page, but no
    submission came in on our end, and neither of us received any e-mail
    confirmation that the submission was made.
    *Cherylynn Lumasag*
    Grants & Admin Coordinator
    Cambridge & North Dumfries Community Foundation
    www.cndfoundation.org
    Regular Office Hours:
    Mondays - Thursdays
    9:00 am - 3:30 pm
    **PLEASE NOTE NEW OFFICE ADDRESS:*
    *190 Turnbull Court, Unit 1B, Cambridge ON N1T 1J2*
    ...
  • Profile Image
    JotForm Support

    Answered by Kevin_G on October 04, 2016 at 01:58 PM

    Thank you for the confirmation. 

    I checked again the email logs and the submissions, but could not find a submission with the same info you provided. 

    In order to check that your form is working properly I have just submitted it and I can see the submission was successfully sent, here is a screenshot of it: 

    You can also actually find it in your submissions page. 

    I would suggest you to ask your submitter to fill out the form again, maybe there was a temporary glitch and the submission was not recorded. 

    If the issue still persists, please let us know. 

  • Profile Image

    Answered by CNDCF on October 04, 2016 at 02:45 PM
    ​That's unfortunate. I hope it doesn't happen again.
    Thanks.​
    *Cherylynn Lumasag*
    Grants & Admin Coordinator
    Cambridge & North Dumfries Community Foundation
    www.cndfoundation.org
    Regular Office Hours:
    Mondays - Thursdays
    9:00 am - 3:30 pm
    **PLEASE NOTE NEW OFFICE ADDRESS:*
    *190 Turnbull Court, Unit 1B, Cambridge ON N1T 1J2*
    ...