Issue with our JotForm

Hello,

We have a Jotform where clients pay a deposit: Client Agreement and Disclosure Form

Sporadically, we have clients reach out that when they attempt to submit the form, nothing happens. This is starting more often than not, so we'd like your assistance with figuring out why this is happening.

We just had one this morning that put in his CC info and hit submit and nothing was happening. Customer was frustrated.

JR

Hi Shannon,

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.

Regarding the issue where clients enter their credit card info and the form does not submit, here are some steps to try:

1. Ensure the payment integration is properly connected in your form settings.
2. Clear browser cache and cookies on the client's side to rule out browser issues.
3. Try submitting the form using a different browser or internet connection to see if the problem persists.

Note that Jotform does not store full credit card information due to PCI compliance, so the transaction is handled by the payment gateway directly.

Give these steps a try and let us know how it goes.

All of these are correct, but it's still happening. I cannot go and have clients clear their browser cache to have forms processed. we have a lot of clients on a weekly basis.

Hi Shannon,

Thanks for the update. Since the basic troubleshooting steps haven’t resolved the issue and clearing cache isn’t a practical solution for your clients, I recommend checking for any conflicting widgets or custom scripts on your form that might interfere with submission.

Also, ensure your payment gateway account is active and there are no restrictions or errors on their end.

If the problem continues, consider enabling the form's debug or error logging features to gather more details about the submission failures.

Hi Shannon,

When I cloned and tested your form in Sandbox payment mode, I wasn't able to replicate the issue. Take a look at the screencast below showing my result:

To help us look into this in more detail, are you able to replicate the issue? If yes, can you send us a screenshot of your browser console logs? It helps us understand what's going on. This guide will show you how to do that. In the meantime, I cleared your form cache to refresh your forms and see if it helps.

Keep us updated and let us know if you need any more help.