Ticket Widget not working in Jotform

I created a new form today, and the ticket counter widget is failing. It will not let me make ticket selections and says that they have filled up. None of the selections can be full as this is the first form being submitted.

Hi Allison,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding the issue with the ticket counter widget not allowing ticket selections and showing them as filled up despite no submissions, this can happen if the widget settings are not configured correctly.

Let me help you with that:

1. Check the Ticket Purchases widget settings: In Form Builder, click on the Ticket Purchases widget and then the Wand icon to open its settings.
2. Review the Ticket Types: Ensure the available quantity for each ticket type is set correctly. If you want unlimited tickets, use the word "unlimited" inside curly brackets.
3. Verify Min and Max Selection: Make sure the minimum and maximum selection limits are set appropriately or left blank if you want no restrictions.
4. Check the None Available message: Customize the message that appears when tickets are sold out to ensure it’s clear.

If these settings are correct and the issue persists, try removing and re-adding the widget to your form to reset the configuration.

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

It does not appear than any of these items are the issue... Also, I have already deleted the widget and tried again.

Hi Allison,

Since you have already checked the widget settings and re-added the Ticket Purchases widget without success, it might be helpful to consider the following:

1. Verify the widget type: Ensure you are using the correct widget for your needs. The Ticket Purchases widget limits selections but does not support quantity selection. If you need quantity selection, consider using the Inventory or Quantity Gift Registry widgets instead.
2. Check ticket type formatting: Make sure the ticket types are entered correctly with quantities in curly brackets (e.g., Ticket A {10}). Incorrect formatting can cause the widget to think tickets are sold out.
3. Clear form cache: Sometimes, cached data can cause issues. Try clearing your form cache by going to your account settings and clearing the cache.
4. Test in a new form: Create a simple new form with only the Ticket Purchases widget to see if the issue persists. This can help identify if the problem is form-specific.

If none of these steps resolve the issue, it may require deeper investigation by the support team.

1. The widget is correct. It has been used since 2023 for this same type of form.
2. Formatting is correct.
3. Cleared JotForm account cache, nothing changed.
4. Created an entirely new form and the ticket widget did NOT work. The same error occurred.

Hi Allison,

Thank you for the additional details. Since the widget has been working previously and the issue persists even in a new form with correct formatting and after clearing the cache, this could indicate a deeper technical issue.

At this point, it would be best for our support team to investigate the problem further. They can look into any potential backend issues affecting the Ticket Purchases widget on your account.

We appreciate your patience while this is being looked into.

In the test form I created to test the ticket widget, I edited the "max selection" from 1 to blank. When the max section is blank the widget will work. However, I need to be able to ensure individuals only select one item in each ticket widget.

Hi Allison,

Thank you for sharing this important detail about the "max selection" setting. It appears that the issue occurs when you set a maximum selection limit, which is currently preventing the widget from functioning as expected.

To ensure individuals can only select one item while avoiding the error, you might consider these options:

1. Double-check the max selection value: Make sure it is set to exactly 1 without any extra spaces or characters.
2. Use conditional logic: If applicable, set up conditions in your form to restrict users from selecting more than one ticket across multiple widgets.
3. Try alternative widgets: If the Ticket Purchases widget does not support the exact behavior you need, consider using the Quantity Gift Registry or Inventory widgets, which might offer more control over selection limits.

If these suggestions do not resolve the issue, the behavior might be a limitation or bug with the widget when using the max selection setting, and further investigation by the support team may be required.

As I continue working to see if I can find a work around, it appears the entire ticket widget is failing. It is struggling to update ticket numbers after forms are submitted. And it does not always let forms be submitted because of a ticket error, event when the setting is set to not have a "max selection".

Hi Allison,

Thank you for the update and for sharing your observations about the ticket widget's behavior. It seems the widget is experiencing issues with updating ticket counts after submissions and occasionally blocking form submissions due to ticket errors, even when the max selection is not set.

This indicates a more complex issue with the widget's functionality that may require a thorough review by our technical team to identify and resolve any underlying problems.

While you continue to explore workarounds, please be assured that this will be escalated for further investigation to help restore the widget's proper operation.

Is there a time estimate as to when I will hear back on this issue?

Hi Allison,

Thank you for your patience regarding this issue. At this time, I don't have a specific time estimate for when the investigation will be completed or when you will receive an update. Our support team is working to identify the root cause and resolve the problem as quickly as possible.

We appreciate your understanding and will keep you informed as soon as there is progress or a solution available.

When the link for the form with a ticket widget is copied to the clipboard (from the edit form screen) and pasted into a new tab, the incorrect ticket count appears. The page needs to be refreshed to have an updated / accurate ticket count.

The form will accept intermittent submissions and make regular errors in saying a selection is full.

Hi Allison,

Thank you for providing this additional information about the ticket count display issue. It seems the ticket count does not update immediately when the form link is opened from the edit screen, requiring a page refresh to show the correct count. Additionally, the intermittent submission acceptance and errors indicating selections are full suggest synchronization issues with the widget's ticket availability tracking.

This behavior further confirms that the widget is experiencing technical difficulties that affect its real-time ticket count updates and submission processing.

Our technical team will need to investigate this synchronization problem to ensure accurate ticket counts and reliable form submissions.

We appreciate your detailed observations as they help in diagnosing the issue more effectively.

How to I talk to a representative to resolve this issue?

Hi Allison,

One of our Support Team members has taken over this thread and will assist you further with resolving this issue.

Thank you for your understanding.

Hi Allison,

I cloned your form and tried to replicate the issue, but everything worked the way it should. I also tried copying the form link and pasting it into a new tab. The ticket count updated correctly; it does spin a little bit, but the numbers updated right away. Check out my results in the screencast below:

Can you try it again and see how it goes? I've cleared your Form Cache as a precaution. You can also try clearing your browser's cache or using a different browser/incognito window to see if it makes any difference. If you’re still having the same issue, a screen recording would help us see exactly what’s happening. You can use Loom or upload to Google Drive/Dropbox, then send us the link.

Give it a go and let us know if anything else comes up.

All of my forms are now working correctly.
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