Email: The total amount includes a price and product even if there are no products selected

Hi Support

We recently updated our order form https://www.jotform.com/build/212990355177866 with two new items, the form builder will not allow us to put in a zero amount for these, unlike previous items.

Even though they are not selected, the total amount includes two Site Safety Signs on every order, this also including the price of the Signs.

How can we change this please so that we can have items appear ONLY when they are not selected and not every time the form is generated.

Thank you

Suzy

Hi Suzy,

Thanks for reaching out to Jotform Support. I've cloned your form and tested it, but I couldn't replicate the issue. I have not selected any products, and the product list field appeared empty on my email. Check out my screenshot below:

Is this happening all the time? Can you try to clear your browser caches and cookies? I've also gone ahead and cleared your form caches. Can you try it again?

If the issue persists, can we make a submission test to your form? We'll delete this afterward. But before this, we'll need access to your account to do that. Don't worry, you can disable that again after we're done checking things out. Let me show you how to do it:

1. In the upper-right corner of your My Forms page, click on your Avatar/Profile Image icon.

2. In the small window that opens, click on Settings.

3. In the panel on the left, click on the Security tab.

4. Then, on the bottom-right side of the page, toggle Jotform Support Access to the On position.

After we hear back from you, we’ll be able to move forward with this.

Hi Lorevie

I have just tested the form and the issue did not occur today. I will monitor it for the next few days to see if it reoccurs.

Thank you

Suzy