What is JotForm?
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.


  • Profile Image

    Sunset Hair Theme: Credit Card fields are small and not fillable in IE

    Asked by commercialkings on November 04, 2016 at 02:01 PM

    I've been receiving complaints, and having problems with this form for months now. And you guys still havent done much to look into it. Almost daily I receive reports from customers that this order form is not working properly. Customers have had issues using bother types of payment, CC and paypal. The last customer, today, contacted us and said "The form will not allow me to successfully enter my credit card information". Months have gone on, Ive been patient and tried to resolve this on my end with every suggestion I've received from your support. I never had issues with this form until about mid June of this year. I need this fixed, or I will have to take my business to another service who can provide me with a reliable payment form. What I can tell you is, these problems start happening after I installed the current theme. 

     

     

    Page URL:
    https://www.jotform.com//?formID=31275280534956

  • Profile Image
    JotForm Support

    Answered by BDAVID on November 04, 2016 at 06:37 PM

    We apologize for the inconvenience, we will be glad to test your form.

    The problem your customer describes is "The form will not allow me to successfully enter my credit card information", I just loaded your form, and entered the information without an issue:

    If your customer getting any error message, please let us know what it says, or share a screenshot of it if you can get it from your customer: https://www.jotform.com/answers/414264-How-to-include-screenshot-image-in-the-support-forum 

    If the fields are not fillable, let us know what browser he is using and the type of device(pc or mobile). We need as much details as possible of this problem, so we can reproduce it, find the cause, and fix it.

  • Profile Image

    Answered by commercialkings on November 15, 2016 at 10:47 AM

    Order form is not allowing customer to enter his credit card information. This is the 3rd time this has happened in the past week. I had the customer send a screen shot, looking at the screen shot I noticed the form did not look correct. Here's additional comments from the customer "I'm at work and the desktop I'm using is the HP Compaq Pro. Like I try to click where it says the expiration month & date and I can't type in anything in that back like it's thin compare to the other boxes you can type in other info inside those boxes"

     

  • Profile Image
    JotForm Support

    Answered by BDAVID on November 15, 2016 at 12:19 PM

    I have been able to reproduce the problem using IE browser:

    Please try injecting the following CSS code: https://www.jotform.com/help/117-How-to-Inject-Custom-CSS-Codes 

    #input_3_cc_number,#input_3_cc_ccv{

     height: 25px !important;

    font-size: 19px !important;

    }

    #input_3_cc_exp_month,#input_3_cc_exp_year{

    font-size: 16px !important;

    }

    Result: https://www.jotformpro.com/form/63194599896985 

    Let us know if you need more help, we will be glad to assist you.

  • Profile Image

    Answered by commercialkings on November 15, 2016 at 01:25 PM

    I pasted in the CSS code, but it did not fix the issue.

     

     

     

  • Profile Image
    JotForm Support

    Answered by BDAVID on November 15, 2016 at 01:35 PM

    I loaded your form, and the fields were not fillable, then I went into the edit mode and did not find the suggested code pasted in the CSS area, but I have manually added, and the fields are now fillable:

    Here is the link to your form: http://www.jotformpro.com/form/31275280534956

    Please check again, and let us know if you need more help.

  • Profile Image

    Answered by commercialkings on November 15, 2016 at 01:42 PM

    The link you provided me works. Howver my form does not. I pasted in the code you supplied. It is still NOT working. 

  • Profile Image
    JotForm Support

    Answered by BDAVID on November 15, 2016 at 01:45 PM

    The following link is actually the link of your form: http://www.jotformpro.com/form/31275280534956 

    If you have embedded the form into a webpage, please provide us the exact URL of the page where the form is embedded, so we can take a look at it. 

  • Profile Image

    Answered by commercialkings on November 15, 2016 at 01:50 PM

    commercialkings.com/djdrops

  • Profile Image

    Answered by commercialkings on November 15, 2016 at 02:06 PM

    I'm so sorry David, I gave you the wrong link initially, that form had the same problem though. But this is the link https://www.jotform.com//?formID=63085264600956  I have already injected the CSS and it's still not working. 

  • Profile Image
    JotForm Support

    Answered by Mike on November 15, 2016 at 03:06 PM

    The issue was caused by 'font-size: initial;' CSS used in form theme. Unfortunately, the initial value is not supported by IE. 

    In order to fix the issue I have added the next CSS to your form. The 'initial' value was replaced with the 'medium' value which is supported by IE.

    .form-address-table#creditCardTable .form-textbox, hr + .form-address-table .form-textbox, .form-address-table#creditCardTable .form-dropdown, hr + .form-address-table .form-dropdown {
    font-size: medium;
    }

    We will also apply a fix to the theme.

  • Profile Image

    Answered by commercialkings on November 15, 2016 at 03:09 PM

    I have other forms using this theme also. When you guys fix the theme, will that fix be applied to those other forms?

  • Profile Image
    JotForm Support

    Answered by Mike on November 15, 2016 at 04:00 PM

    I have sent a message to the theme developer in order to update it.

    I am afraid that the theme update will not be applied to the current forms. I would like to suggest adding the CSS fix to your forms which use the Sunset Hair theme, or reapplying the theme once it is fixed.

  • Profile Image
    JotForm Support

    Answered by EltonCris on November 16, 2016 at 02:51 AM

    I fixed the theme by following Mike's solution. Feel free to re-apply it in your form to get the updates.

    Regards!