Captcha Issue: Form Not Submitting and Not Redirecting to Thank You Page for Some Users

In that past two weeks ive had 4 users complain that they could not submit the form, and that it just spun and then never took them to the thank you page.

I have not changed code on my site in over a month.

Can you please check if something is configured wrong?

https://stonecreekkennels.com/reservations/

Hi Bill,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

Regarding the issue where users experience the form spinning and not redirecting to the Thank You page after submission, here are some important points and steps to check:

1. Check Thank You Page Settings:
In your form's Settings tab, under the Thank You Page section, ensure that the form is either set to show the default Thank You page or correctly configured to redirect to an external URL after submission. If you are using a redirect, verify that the URL is correct and accessible.

2. Avoid Custom JavaScript on Thank You Page:
Jotform does not allow custom JavaScript to modify the Thank You page. Any scripts trying to run there may cause issues.

3. Browser and Cache:
Advise users to clear their browser cache and cookies or try submitting the form from a different browser or internet connection to rule out local issues.

4. Form Embedding:
If the form is embedded on your website, ensure the embed code is correct and up to date. Sometimes outdated or incorrect embed methods can cause submission issues.

5. Test the Form Directly:
Try submitting the form directly from the Jotform URL (not embedded) to see if the issue persists. This can help isolate whether the problem is with the form itself or the website embedding.

If these checks do not resolve the issue, please provide any error messages users see or more details about the form setup, and we can assist further.

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

Thanks Podo,

Ive confirmed ! 2 and 4. As this report is coming from multiple new users on different browsers, I dont feel 4 is relevant.

I have also tested the form directly and it worked for me. Can you please look at https://stonecreekkennels.com/reservations/ and tell me if anything seems wrong, we have not have changes in over a month, but issues appeared in the last 2 weeks.

Yesterday a user attempted "at least 8 times" every time she entered the captcha word and pressed submit It bounced her right back to the captcha word (a different one every time) she entered it and pressed submit it kept looping the same behavior. She gave up and tried again today with first time success

Hi Bill,

The CAPTCHA is a security measure implemented to help protect your forms from spam submissions and ensure the safety and security of our platform. It may appear when there’s a high volume of submissions within a short period of time or when our system detects unusual or suspicious activity. These automatic triggers are part of Jotform’s built-in anti-spam protection and should return to normal after a while.

If you add a CAPTCHA to your form, the automatic one won’t appear anymore. Let me show you how to add it:

1. In Form Builder, click on the Add Element menu on the left side of the page.
2. Under the Basic tab, drag and drop the Captcha element to your form.
3. Then, click on the Gear icon next to the Captcha field and select a Captcha Type in the menu on the right.

You can also check our guide about How to Add a CAPTCHA to Your Form to learn more.

Reach out again if you have any other questions.