Issues with people saying they have completed our survey but haven't

Hi

We have a survey in market at the moment surveying senior leaders - several people have said they have completed it but we have not recorded any responses - we have tested everything your AI tool has prompted us to do.

One person who said he completed it now twice is Brendan McGuiness from Reece. We also had one called Lakshika both of whom would've completed it last week or the week before.

This has now happened about 5 times which is frustrating as we can't ask people to re-do it as they are senior busy people.

I can't see any unfinished responses and the ones in trash are test ones.

• The two form URLs:
• https://form.jotform.com/253547445997879
• https://form.jotform.com/253547986791881

Regards
Teresa

Hi Teresa,

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

Regarding the issue where several people have said they completed your survey but no responses are recorded, here are some important points to consider:

• Make sure the forms are enabled and not disabled or deleted, as disabled forms will not accept submissions.
• Check if the form has any unique submission settings enabled that allow only one entry per user, which might prevent multiple submissions from the same person.
• Verify that the form has not exceeded its submission quota for the month, which would stop new submissions from being accepted.
• Ensure there are no network or caching issues on the users' side that might prevent the form from submitting properly.
• Since you mentioned no unfinished responses or trash responses are visible, it's important to confirm that the submissions are being properly saved and that you are checking the correct form submissions area.

Here’s how to check and troubleshoot:

1. Verify form status: Go to your My Forms page and ensure the forms are enabled.
2. Check submission limits: Confirm that your account or form has not reached its submission limit for the month.
3. Review Unique Submission settings: Under form settings, check if unique submissions are enabled and adjust if necessary.
4. Clear form cache: Clear the form cache to avoid any caching issues that might affect submissions.
5. Check submission area: In My Forms, select the form and click on Submissions to see all recorded responses.

If these steps do not resolve the issue, it may be helpful to gather more details about how the users are accessing and submitting the forms (e.g., direct URL, embedded, mobile app) and if any error messages appear during submission.

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

I have tried all of your basic stuff - it is not working - we are still receiving responses from some people just not others

Hi Teresa,

If some responses are still missing despite your troubleshooting, one common issue could be related to Notification Emails not properly showing all submitted answers or missing some submissions.

Let me show you how to fix this by removing and re-adding the Notification Email on your forms:

1. In Form Builder, click on Settings in the top orange navigation bar.
2. Click on Emails in the menu on the left side.
3. Hover over the Notification Email, click on the Gear icon, then click the Trash Can icon to delete it.
4. Confirm deletion by clicking Delete in the window that opens.

Now, add a new Notification Email:

1. While still in Emails, click Add Email and select Notification Email.
2. Customize the new notification email as needed and click Save.

Reach out again if you need any other help.

The data has not been captured in forms - it has nothing to do with email alerts

Hi Teresa,

Since the data is not being captured in the forms and it is not related to email alerts, here are some additional steps you can take to troubleshoot the issue:

1. Check if the forms are enabled: Ensure the forms are not disabled or deleted, as disabled forms will not accept submissions.
2. Review Unique Submission settings: Verify if the forms have unique submission settings enabled that might prevent multiple submissions from the same user.
3. Verify submission limits: Confirm that your account or forms have not reached their submission limits for the month.
4. Clear form cache: Clear the form cache to avoid any caching issues that might affect submissions.
5. Check submission area: In My Forms, select the form and click on Submissions to see all recorded responses, ensuring you are checking the correct area.

If these steps do not resolve the issue, it may be helpful to gather more details about how the users are accessing and submitting the forms (e.g., direct URL, embedded, mobile app) and if any error messages appear during submission.

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

Tried those they don't work

Hi Teresa,

One of our Support Team members will take it from here to follow up shortly.

Hi Teresa,

Can you share the email addresses of the users who submitted the form but were not recorded in Tables? Also, we’ll need your permission to access your account for us to check the submission data. Don’t worry, you can turn it off again once we’re done. Let me show you how to do it:

1. In the top-right corner of your Workspace page, click on your Avatar/Profile Image icon.

2. Then, in the Dropdown menu that opens, click on Settings.

3. Next, in the panel on the left, click on the Security tab.

4. If you haven’t opened your Security page in a while, it’ll ask you to verify. To do that, click on Send Verification Code.

5. Then, enter the Verification Code you receive in your email.

6. Finally, at the bottom of the page, toggle on Jotform Support Access.

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