Jotform Sign Automation: Consent button freezes and payment not processing after submission

The Jotform Sign Automation no longer functions. The last step in my form is a payment screen. Up until yesterday, the customer would submit the payment, the Sign Automation would popup with the PDF of the form, they would consent, and the payment would process.

Now, they submit payment, the PDF pops up, and the consent button freezes on "Please wait..." We tried it on multiple machines/devices, and got reports from several independent customers. It never allows the transaction to process or the form to submit. If I disable the automation, everything works fine.

Also, on the PDF of the form that pops up, the title is "Preview Sign Document". This should read, "Preview Signed Document".

Hi Nick,

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

Regarding the issue with Jotform Sign Automation freezing on the consent button after payment submission and the payment not processing, it appears that when the automation is enabled, the consent button gets stuck on "Please wait..." and the form does not submit. Disabling the automation allows the form and payment to process normally.

Also, you mentioned the PDF title that pops up says "Preview Sign Document" instead of "Preview Signed Document." This is a known label in the Sign Automation popup and may not be customizable at this time.

Jotform Sign Automation requires that your form has a Signature field and is properly configured under Settings > Jotform Sign, where you enable the automation, select the email field, and select a PDF document created in PDF Editor. The automation triggers the signing process after form submission.

Since the consent button freezes and prevents payment processing, this might be related to a temporary issue or conflict in the automation workflow, especially with the payment integration as the last step. Unfortunately, there is no direct fix mentioned in the available knowledge base for this specific freezing issue.

As a workaround, you can continue to disable the Sign Automation to allow payments and form submissions to process. You may also want to check if your PDF document used in the automation is correctly set up and if there are any updates or changes in the payment integration or Sign Automation settings that could affect the workflow.

If the issue persists, our support team may need to investigate further to resolve the freezing and payment processing conflict.

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