Issue with submissions and product not showing any data

I am experiencing an issue with submissions and the product where it is not showing any data at all. This problem has occurred with the last two submissions. I need assistance troubleshooting this issue as it is affecting my ability to use the product effectively.

The form was working fine for the first 5 submissions. I am not sure what changed.

Hi twmartialartsacademy,

Thanks for reaching out to Jotform Support. I checked your form and it seems that the products were recently removed and changed. This can cause the already existing submissions to lose the associated data. I suggest downloading your submissions for back up, and then reverting your form back to its previous version.

If we bring back the previous options, the data associated with the previous submissions will be restored. You can use the Revision History feature that lets you revert your form back to an older version you select. Let me show you how to use it:

1. In Form Builder, click on the Circular Arrow icon at the top middle of the page to open the Revision History menu.
2. In the menu on the right side of the page, select the version you want to restore the form to. 
3. Now, just click on Revert next to the version you select, and then close the Revision History menu in the top right corner.

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

We made changes to the form to try and figure out why it stopped working correctly so reverting it back to an older build wouldn't fix anything if that's the build that doesn't work.

Hi twmartialartsacademy,

If the values on some columns, like in the product list field, in your previous submissions disappeared, it's because the previous products associated with them were deleted.

The only way to revert these products is to use the form revision history. If that's not an option for you, you can use the form as it is and just manually reference the notification email you received for the first 5 submissions.

Reach out again if you need any help.

it hasn't disappeared.

it is on the form. but new customers cannot select a product and the submissions are coming in blank like this

Hi twmartialartsacademy,

I checked your Autoresponder and Notification emails, and they do not have the Product List in them. You can delete and create a new one to ensure all fields are present in the email. You can delete your form’s Notification Email and create a new one in a few simple steps. Let me first show you how to delete it: 

1. In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
2. Next, in the menu on the left side of the page, click on Emails.
3. On the right side of the Notification Email field, click on the Three Dots icon and select Delete. 
4. In the Confirmation window that opens, click on Yes, Delete. 

Now that we've removed the old Notification Email, we can add the new one. Here’s how: 

1. While you're still under the Emails tab, click on Add Email.
2. Next, select Notification Email, click on the Recipients tab, and then enter the Recipient Email you want to use.
3. Now, just click on Save Email, and you're done.

You can follow the same steps for the Autoresponder email. Simply select the Autresponder email in green text.

Reach out again if there’s anything else we can help you with.

these are not solving the problem. is there someone who can give me a call?

Hi twmartialartsacademy,

We don't have phone support to offer. We can only help you through this support ticketing. There are times the form emails aren't updating the changes made on the form. This means the additional form elements that were added won't reflect on the form emails.

By following the instructions shared by my teammate to recreate the form emails, those missing form elements or widgets will automatically be added. If this is no longer about the form emails, can you share more details where you can see missing products? It would be helpful if you could share again some screenshots.

Once we hear back from you, we can help you sort this out.

It’s never been about the form emails.

the physical form is experiencing an error where new customers cannot select a product when they are checking out. Something is happening where their payment is not submitting and the form is sending me the screenshot I sent you above. Is there a live agent I can chat with tomorrow?

Hi twmartialartsacademy,

The only screenshot we received from you is the one showing below:

That's why we assume this also involves form emails. Were you able to replicate the issue on your end? If yes, can you share a short screen recording? Loom works well for recording, or you can upload to Google Drive or Dropbox and send us the link.

About the chat support, yes. All you need to do is start a conversation with Podo and provide all the details. Then you'll be transferred to available support, and they'll take over. You can see Podo at the bottom right corner of your Jotform account home screen. You can refer to the screenshot below:

Keep us updated and let us know if you require additional help.