Save and Continue Later feature: Skip Create an Account not visible

Hi

we have prepared an application form for our users to use, but when they use our 'save and continue' button a page pops up and asks the create an account question. It says about doing it in google or facebook and the 'skip create account' message is so small at the bottom of the page. IN SOME CASES YOU CANNOT SEE THIS MESSAGE because there is no scroll down button to use- so people cannot do anything, they are stuck!

this slips up our users all the time.

this is one of our forms https://form.jotform.com/213256074848865

help with this would be greatly appreciated.

Linda

Hi Linda,

Thanks for reaching out to Jotform Support. I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

Can you go ahead and try it again and let us know how it goes? If the same thing happens again, we'll investigate it more to see if we can figure out what's going on.

I found that it only happens to people who do not have an account. And it does not happen the first time usually then use, but in repeat times - for instance if they use the save & continue button more than once, or when they do another application.

What you have shown in your clip above is what people would normally see, and see when they can press the 'skip create account' button.

I went to a client to see exactly what they see on their screen. Sometimes the pop-up screen comes up and other times not. The tray at the bottom of their screen completely covered the 'skip create account' button when the pop-up screen appeared. And there was no scroll down button.

Linda

Hi Linda,

Thanks for getting back to us. I’m sorry you're having difficulties with this. I've tested your form on a browser with no account login to it and I was not able to replicate the issue. The "Skip Create an Account" option is visible right under Log in option.

Can you please do a screen recording when clicking the Save and Continue button for us to see the exact pop-up on your end? You can use Loom or you can upload the screen recording on Google Drive and share with us the Public link to view it.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

I am unable to do this as it is on other users screens. Essentially they miss the bottom 'skip create account' because it is too low in this pop-up screen - and they don't its there as they don't know to look for it. I have pre-warned people but there is a lot going on when they come to do an application and this can really throw the whole process off. Which is a bad experience for them and us.

Everyone seems to have a different experience maybe because of how their screens are set up. I did see one the other day by chance and the whole pop up screen was much bigger than the one you show above and you either had to scroll down and dont know to, or there is no scroll down, &/or there is some tray at the bottom of the screen that covers it up.

Is it possible to put the skip create account higher on the screen please?

If I have an opportunity to get a screenshot on one of our users screens I will forward it.

Hello Linda,

Thanks for reaching out to Jotform Support. I understand that the pop-up screen is much bigger than the entire monitor screen. Does this happen on a desktop or Mobile device? Have you embedded this form into a website? If yes, please share the website URL for us to check. Mostly, the display is messed up if there are conflicting scripts on your website.

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