- PCRCAsked on October 31, 2016 at 01:22 PM
Certain payments on one of my forms are not going through - please can you help me figure out why?
On our Snowdon & Welsh 3 Peaks form, people have an option to pay for one or the other event. Some payments have been going through but there have been a few where all the details have been given but they are charged £0.00 and i cant seem to find why.
- JotForm SupportMikeAnswered on October 31, 2016 at 05:19 PM
I have tried to reproduce the issue with a cloned version of your form, but everything worked fine on my end. I have sent a ticket to our developers to see if we can investigate this further.
Do you get any records in Customers and Payments within your Stripe account for those 0.00 records?
- JotForm SupportNeilVicenteAnswered on November 08, 2016 at 02:43 AM
The payments that went 'missing' weren't really processed. According to our logs, these customers didn't select a quantity for their selected product. Since your product's quantity defaults to zero, the amount totaled to zero.
To rectify this problem, we have fixed in-form validation to check the quantity as well.
You can expect that this problem will not recur from here on out.