Embedded Form: Form Not Loading on Mobile Device

Hi, I’m experiencing an issue with my JotForms that have integrated payment processing. The forms are not loading properly on mobile phones and tablets—they only work when accessed from a desktop. Additionally, the form is embedded on my website, and when customers click to pay, the site does not redirect to the Stripe payment page as expected. However, the payment process works correctly when using the direct JotForm link.

I’m not sure why this is happening, but I wanted to make you aware of the issue.

Thank you for your help!

Hi Abraham,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

It seems the payment issue on mobile devices and the embedded form redirect problem with Stripe could be related to how the form is embedded or mobile compatibility settings. Let me help you with that:

1. Check your embed method: Use the iframe embed code instead of script embed to improve compatibility on mobile devices.
2. Ensure your form is mobile responsive: Under the Form Designer, enable the mobile responsive option.
3. Test the Stripe integration: Confirm your Stripe payment settings are correctly configured and up to date.

Try these steps and see if the issue persists. If it does, please provide more details about your embed code or any custom scripts used on your website.

Let us know if you have any other questions.

Hi Abraham,

Thanks for reaching out to Jotform Support. Since the payment issue only occurs when the form is embedded on your website and not when accessed via the direct Jotform link, it would be helpful if you could share the URL of your website where the form is embedded.

If you haven't already, I strongly suggest using the iframe embed code for embedding your form on the website. The iframe embed method is more reliable and compatible with mobile devices compared to the script embed method, which can sometimes cause issues with redirects and loading on mobile phones and tablets. Here's how to do that:

1. In Form Builder, click on Publish in the orange navigation bar at the top of your screen.
2. In the menu on the left side of your screen, click on Embed.
3. Click on iFrame then click on </> Copy Code. Paste your code into your webpage's embed area, and that’s it.

Give it a try and let us know if you need any help.

We already tries these steps and we are having issues with it when using mobile devices
Abraham Penton
Operations Manager
My Simple Divorce Online
P: (844) 200-7781<https:>
12485 SW 137th Ave Suite 212 Miami, FL 33186
w:
www.mysimpledivorceonline.com<http: />
e: abraham@mysimpledivorceonline.com<abraham>
[cid:f987d466-0769-4cab-8080-0e5340d4a83f]<https: />
Attention: Please upload all signed documents to our submission page at: via: https://mysimpledivorceonline.com/submissions
"I am not an attorney and cannot provide you with legal advice"
________________________________
</abraham></https:>...

Hi Abraham,

Did you receive any error messages when submitting the form? Also, can you share the link to the page where the form is embedded? That will help us better understand the issue. It's also worth checking if there are any conflicting scripts or custom code on your website, as the parent site might be interfering with Jotform’s embed code, especially since the payment integration appears to work correctly when using the direct Jotform link.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.