Forms: Sporadic Submission Issues Affecting Sign Up Programs

I am having trouble with my forms not working/ having issues sporadically. Sometimes they work and other times they do not. I need this resolved because it is majorly hindering our sign up programs if people are unable to actually sign up. 

Hi Bowen,

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

It sounds like your forms are experiencing intermittent issues which can be frustrating, especially when they affect sign-up programs. Let me help you with that:

One common step to resolve sporadic form issues is to clear your form cache manually. Here's how to do it:

1. Go to your Workspace page and click on your Avatar/Profile Image icon.
2. In the dropdown menu, select Settings.
3. In the Settings menu, click on Clear Cache. This will clear any stored data that might be causing loading or updating issues.

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

Hi Bowen,

Can you explain a bit more about the issue so I can get a clearer idea of what’s happening? Also, Can you send us the links to your forms so we can take a look for you? You can easily find your form's URL in Form Builder. Let me show you how:

1. In Form Builder, in the orange navigation bar at the top of the page, click on Publish.
2. In the Quick Share tab, click on Copy Link in the Share With Link section.

Once you share the form URL with us, we’ll be able to help you better with this.

Thank you so much for getting back to me! The problem seems to be related to the payment somehow. For some reason JotForm will not accept the address or CVV which makes the form not submit at all. I have already called Authorize.net to see if it was a problem on the payment side but it was not meaning it has to be something with the forms.

Here is the form URL https://pci.jotform.com/form/260206616383151

This form has been the worst but we have had issues with a few others that are identical to this just for different dates.

Hi Bowen,

Is your form embedded on a website? If you can send us a short screen recording of the steps you’re taking, it’ll help us pinpoint the issue. Loom, Google Drive, or Dropbox links all work fine.

Once we hear back from you, we'll be able to help you with this.

It is on our website found here:

People click the link to sign up which takes them to this form: https://form.jotform.com/253575604429160 for them to select which trip they are wanting. Then that form takes them directly to the form that is having the issues.

Hi Bowen,

You didn't share the website URL. Can you share the link of your website where you embedded the form? The form you shared has conditions to redirect to your payment forms. Can you also share a quick screen recording of what’s happening when users try to submit your payment forms? You can upload it to Google Drive, Dropbox, or record with Loom and send us the link.

Once we hear back from you, we can get moving on a solution.

I apologize, for some reason it isn't showing up in the message. Here it is again:

The problem is it is sporadic and so It only happens with some users and every time I fill out the form it works. So all I have to go off of is what they are describing to me. Each time it has something to do with the payment: either the address or CVV not working and thus not allowing them to submit the form.

Hi Bowen,

Looks like the link didn’t come through on my end. Can you send it again? Or you can take a screenshot of the website URL and send it to us. Our guide on How to Post Screenshots to Our Help Center shows you how. Also, a screen recording would help us see exactly what’s happening. You can use Loom or upload to Google Drive/Dropbox, then send us the link.

Once we hear back from you, we'll be able to help you with this.

Oh no! Maybe try to ?

I don't have a screen recording of what is happening since it only happens sporadically and has always worked when I have done it.

I attempted to send the link again but it didn't work again so here is a screenshot of it:

Hi Bowen,

Is there a specific error message that appears when this issue occurs? Also, is the customer able to successfully submit the form after multiple attempts? Authorize.net typically provides an error log that explains why a transaction may be declined, such as issues with the billing address or CVV. When similar reports come up, it’s recommended to contact the customer directly and request a screenshot of the error. This helps us better understand and investigate the issue.

After we hear back from you, we’ll know what’s going on and how to help.