Some users are unable to submit form when paying

I need to report ongoing payment failures in one of our forms. Do you know who I should contact for this?

Could you please provide the form ID or the URL of the form where the payment failures are happening? I'll check the details and help you further with this issue.

Hi Asanke,

Thanks for reaching out to Jotform Support. Can you share what type of error you are getting when submitting the form? Can you also send me the link to your form so I can take a look for you? If you can share a screenshot or short recording, that’ll help us see exactly what’s happening. You can upload recordings to Google Drive or Dropbox or use Loom, and our guide on How to Post Screenshots to Our Help Center shows how to send a screenshot.

Once we hear back from you, we can get moving on a solution.

Hi Mikhail,

Here is the form link: https://pci.jotform.com/form/251193712673862

Some of our customers are experiencing an issue where, after submitting the form, it hangs for several minutes and then goes nowhere, with no trace of the submission. There are no error messages. Since these are mobile users making credit card payments, we also don’t have any screen recordings or further details from them.

We tried several times to reproduce the issue ourselves, but have not been able to replicate it.

This form is integrated with Square. Could you please check if there might be any issue with the Square integration that could cause this behaviour?

Thank you,

Hi Asanke, 

Usually, if we remove the Square integration and then set it up again, it starts working properly. First, let me show you how to do remove connection:

1. In Form Builder, click on Add Element on the left side of the page.
2. Under the Payments tab, click on Square and select Payment Settings.
3. In the menu on the right, click on the Gear icon at the top right corner.
4. Click on Connected, and then click on Reconnect.

Now, let’s integrate the form with Square again:

1. While in the Square Integration menu, click on Connect.
2. In the window that pops-up, sign in to your Square account.
3. Once you sign in, click on Continue at the bottom right of the menu.

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