Square Integration: Form Submission Hangs After Clicking Submit

 The customer puts in their credit card information.

When they click "submit form" it changes to "please wait" but just hangs like that.  

I have had two people email this issue this evening.

They did not have trouble on the Acting Workshop Form.

Thanks for letting us know, that definitely shouldn’t be happening.

To check what’s going on with that specific payment form, could you please send me either:

• The direct link (URL) to the form that’s hanging on “Please wait”, or
• The form’s ID (you can copy it from the Publish URL)?

Once I have that form link/ID, I’ll take a closer look at the setup and the payment integration for you. Also, just to confirm, is this happening for all users on that form or only some (e.g., certain browsers or devices)?

We have had 7 people register. But this just started happening today.

I had the Smith Family register with a coupon code and they will pay me later.

Then I had another family have the same issues.

Hi Jennifer,

Thanks for reaching out to us for help. I cloned your form and I can't replicate the issue. I see the form is integrate to Square Payments. Can you confirm the payment option they're choosing when submitting the form?

Also, a screenshot of their console log when submitting the form, can help us further inspect what's going on. It may contain errors that can help us with the investigation. Let me show you how to post a screenshot to our Help Center:

1. On the Help Center page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

You can share them this guide on How to get a Console Report from Most Common Browsers. I've also cleared your form cache as a precaution, in case you ask them to try the form again. It usually helps resolve peculiar issues happening in the form.

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

The fact this happened to 2 different customers has me concerned. And I know one of them was able to use their credit card to register for the Acting Workshop. But the same card did not work for the Improv Workshop. As said before, they would put their credit card information into the form and hit submit and it would just keep turning. I'm running a business. I feel it is unprofessional to keep asking them to do this. So I had them register with a coupon code so they did not have to pay to submit. But I can't keep doing this I'm going to bed, but I hope I will be able to speak to someone tomorrow

Hi Jennifer,

Are you able to replicate the issue as well? Is there a way you can make a test submission to check? If possible, getting a console log screenshot from the customers experiencing the issue can help us investigate further. Or, if you're able to replicate it, you can share with us a screenshot of your browser's console log. You can follow the guide I shared earlier.

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

I am trying to register myself as a test. I have not hit submit yet, but at the bottom of the page in red it says "There are errors on the form. Please fix them before continuing."  

I have not idea where there is an error.

And when I tried to submit anyway, it says "Please Wait" at the bottom and then does nothing.

Hi Jennifer,

Can you try changing the theme of your form to default to see if it will resolve the issue? Here's how to do it:

1. In Form Builder, click on the Paint Roller icon on the upper-right part of the screen.

2. Then, click on the Themes tab next to the Styles tab and click on Use Theme on Default Theme in the All Themes field.

That's it. Give it a try and let us know how it goes.

That fixed it. Thank you.

Hi Jennifer Lee Kraus,

Your request has been answered and the thread is closed.

If you have another question or need more help, feel free to reply here and we'll assist you right away.