Our mandatory field is empty

Dear support,
We got issue, so we have mandatory field with default value, but somehow in some data is empty por null when we checked on jotform submission table.

here is the data :

form id = https://form.jotform.com/222033674612954
submission id (3 sample only, but happened more) = 6349680112191080305 , 6345514744787189091 , 6347621864866911222
field label = Need Arrival Card?

Hi Christian,

Thanks for reaching out to Jotform Support. Regarding your issue with the mandatory field "Need Arrival Card?" having a default value but appearing empty or null in some submissions, we understand this can be concerning.

To assist you further, we need to investigate the specific submissions you mentioned. Could you please confirm the form ID and provide any additional details such as submission dates or other relevant information? This will help us locate the exact submissions and identify the cause of the issue.

Once we have this information, we can work on resolving the problem with the default value not being saved properly.

Let us know if you have any other questions.

Here is the detail :

form id = https://form.jotform.com/222033674612954

submission id (3 sample only, but happened more) = 6349680112191080305 , 6345514744787189091 , 6347621864866911222

field label = Need Arrival Card?

Hi Christian,

Thank you for providing the details about the form and the submission IDs where the mandatory field "Need Arrival Card?" with a default value appears empty or null.

Based on the information available, here are some important considerations and steps to check:

• Ensure the field is properly set as required in the Form Builder settings. This prevents users from submitting the form without a value.
• Verify that the default value is correctly assigned to the field in the form design.
• Check if there are any conditions or logic in the form that might be clearing or overriding the default value for certain submissions.
• Consider if the payment gateway or any third-party integration might be affecting the field value during submission.

If the issue persists despite these checks, it might be related to a technical issue or a rare edge case in how the form processes submissions with default values.

We recommend reviewing the form's conditions and integrations and testing submissions to replicate the issue. If you can share more context about any conditions or integrations used, that would help diagnose the problem further.

Let us know if you need more detailed guidance on any of these steps.

i need human support, urgent

Hi Christian,

We understand the urgency of your request for human support regarding the issue with the mandatory field "Need Arrival Card?" being empty in some submissions.

Our support team will be notified to assist you further as soon as possible.

Hi Christian,

I cloned your form and tested it, and had the same result. After further checking, it seems that it has something to do with the field being hidden. I suggest setting the Clear Hidden Field Values option to Don't clear. Let me show you how to do this:

1. In Form Builder, click on Settings on the orange navigation bar at the top of the page.
2. From the Form Settings section, click on Show More Options.
3. Scroll down your mouse and select Don't Clear from the Clear Hidden Field Values.

Here's the result:

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