Multiple credit card field errors on embedded form

Also, very redundant progress bar. Why?

Hello Proportional,

Thanks for reaching out to Jotform Support. It seems that you are getting this error message because of the invalid card details. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screenshot below to see my results:

Can you try using a valid card number then try again if you will still replicate the issue?

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

The invalid entries are test entries to check the error state.

I am flagging the fact that in jotform, we have "Some Credit Card details are missing or incorrect" in the error message field, but the displayed error msg, both in the backend and in the embedded jotform shows "Please fill up the Credit Card details."

two questions here:
1. why the discrepancy between error messages (why can't we update the error message?) - We entered a different error message in the edit error msg field, saved it (as shown above), and it will not update.

2. less important question but annoying - why both a progress bar and a '4 of 4' progress indicator. We only need one, and this display is heavy at the bottom - 2 error messages, 2 progress indicators.

Hi Proportional,

Here are possible explanations and solutions for the issues you're encountering in JotForm, the reason why your custom error message (Some Credit Card details are missing or incorrect) is not appearing and instead showing Please fill up the Credit Card details could be due to several factors:

Some payment integrations, such as Stripe or PayPal, enforce their own validation messages that override any custom text. If this is the case, JotForm may not allow modification of these specific error messages.

JotForm sometimes retains older settings in its cache, preventing updates from reflecting immediately. Try clearing your form cache, although Clearing Your Form Caches isn't done automatically, it's easy to do it manually. Let me show you how:

1. On your My Forms page, click on your Avatar/Profile Image icon.

2. In the window that opens, click on Settings.

3. In the Settings menu, scroll down to the bottom and click on Clear Cache. And that's it, you're done.

If your form is embedded on a website, check if it's using an iFrame. Forms embedded using JavaScript may not reflect changes properly due to caching. Re-embed the form using an updated iFrame code to see if it resolves the issue.

Let us know if you have any other questions.

Also, we're getting this on mobile after submitting errors - we expect instead a field error, not having to go thru this additiional dialogue to get back to where the error is. It's going to take time to go tthru the source code and modify it. Can you pls just fix the bug on your side.

I've cleared the cache, and the error message is still not updating when I edit and save changes to Error messages:

Hi Proportional,

I cloned your form, and also couldn't replicate the issue. Here's a screencast of my results:

I also was able to make a successful submission using my actual mobile device. Check out the screencast below:

Based on your screenshot, I can tell that the issue happens on the website where the form is embedded to. If so, can you try embedding the form using the iFrame method? Let me show you where to get your form's iFrame Code:

1. In Form Builder, in the orange navigation bar at the top of the page, click on Publish.
2. In the menu on the left side of the page, click on Embed.
3. Now, select iFrame Code from the options and click on Copy Code. 
4. Paste your code into your webpage's embed area, and that’s it.

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

per above error state on mobile, it's on a framer website using Jotform's framer embed option.

Hi Proportional,

I went to your website, https://www.proportionalsecurity.com/, but it never routed me to where the form was embedded. Can you provide us with the exact link where I can be redirected to your form embedded in your website so I can check what's going on?

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

proportionalsecurity.com/digital-security-audit

or

proportionalsecurity.com/questionnaire

not sure which issue you're responding to.

have you guys at jotform thought about integrating a reply option to these threads..?
this is a nightmare to navigate a conversation. it must also be frustrating on your side

Hi Proportional,

If you have cleared your cache and the error message is still not updating, ensure that the form is embedded correctly. If you are using an iFrame, it is essential to re-embed the form using the updated iFrame code to reflect any changes made.

You also mentioned to integrate a reply option in the thread. You can post your reply via the thread in the forum. Just scroll to the bottom of the thread and you'll be able to see a text area where you can type in your reply.

Keep us updated and let us know if you need any more help.

This is the second time I've tried to raise this issue. I am reporting a problem with an error message issue. I am NOT checking to see if you can successfully make a payment on the form, I am saying the error message cannot be edited, and this is a jotform problem.

we have "Some Credit Card details are missing or incorrect" in the error message field, but the displayed error msg, both in the backend and in the embedded jotform shows "Please fill up the Credit Card details." This field will not update, no matter how many times I edit and save and clear cache.

I have:
- cleared the jotform cache and retried several times
- tried editing the error message, it won't change... the jotform field changes are being overridden by a bug on your side.
- checked our stripe account for any overriding error messages

Pls get back to me asap with a solution ON YOUR SIDE. Investigate the actual issue this time.

Hi Proportional,

Could you take a screenshot of your browser's console log report and share it with us. Here's the guide on How to Get a Console Report from Most Common Browsers.

Let us know if there’s anything else we can help you with.

You could be a little more specific. Console report where - in jotform? on our website?

And you have nothing to report on the obvious error on the jotform side?

Hi Proportional,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can. As for your other question regarding the floating profile image on your form, I’ve moved it to a new thread. You can check that out here.

Thanks for your patience, we appreciate it.

Hi Proportional,

Thanks for your patience. ​​I was able to recreate the issue, so I created a ticket and escalated this to our Developers. Once we hear back from them, we’ll update this thread and let you know.

Thanks for your patience and understanding, we appreciate it.

Hi Proportional,

As for your other question, I've moved that to a new thread. You can check that out here.

Let us know if you need any more help.

Any progress on this?

The error messaging here is unprofessional, and it's a dealbreaker if we can't change it.

Hi Proportional,

I reached out to our developers, and it seems that they are still looking into the issue. As soon as we hear back from them, we’ll update you here on this thread.

Thanks for your patience and understanding, we appreciate it.

Time frame for a response please.

Hi Proportional,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I’ve marked this as a Priority and reached out to our Developers again. We’ll let you know as soon as there’s an update.

Let us know if there’s anything else we can help you with. 

We need it resolved before we go to production. If it isn't we'll have to change to another form provider.

Hi Proportional,

Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.

We really appreciate your patience and understanding while we’re looking into this.

Still no fix?

Hi Proportional,

Still no updates just yet, I know it’s taking a bit longer than we’d like. I’ve marked it as a priority and followed up with our developers again. We’ll let you know as soon as we hear anything.

Thanks for your patience, we appreciate it.