Error message: Your form is disabled

When someone submits the form, there is an error message that says the form has been disabled. It doesn't show this until after all information has been entered and the form has been submitted. Every place I check, it says that it is enabled.

Hi ljgrapes,

Thanks for reaching out to Jotform Support. Are you referring to the Sugar & Spikes Volleyball Clinics form? If so, I can see that it is currently disabled. We can easily enable it in Form Builder's settings. Let me show you how to do that:

1. In Form Builder, click on Settings.
2. Next, on the Form Status, click the Disabled option, and change it to Enabled.
   

We also have a guide on How to Enable or Disable a Form that you can check out. I've also cleared your form's cache which ensures that your form settings are enforced correctly. If that's not the form you're referring to, share with us the link so we can check it out and see what's going on further.

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

Hi Raymond,

This is actually for the Summer Slam Volleyball Mixer form. Sorry about that!

Hi ljgrapes,

I've tested the form in question and see that it is active. Please see the screenshot below for my result:

It's possible that clearing your form's cache has solved the issue. Can you try clearing your browser's cache or use a different browser and try it again?

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

Yes, the form appears enabled and says it is everywhere until our students hit submit. So you can't see that it is disabled until after entering your credit card number and submitting. I've tried it twice and got the same result as our students have.

Hi ljgrapes,

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 try disconnecting your Square account from the form and connect it again? Let me show you how to do that:

1. In Form Builder, click on the Product List field and on the Cart icon next to it.
2. Next, click on Settings.
   
3. Click on the Wand icon next to Square.
   
4. Click on the Downward arrow next to the Connected button, and select Reconnect.
   
5. Click Connect again and sign in with your Square account.

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

Okay, reconnected Square and tried to purchase a t-shirt. I still got that form disabled screen.

Hi ljgrapes,

Checking on your form, I couldn't see any issue that could cause an error. Could we try making a test submission on your form so we can see and understand what's happening further? Also, does the issue only occur when a payment is being made? If so, kindly share with us a recording of what's happening when you test it as we're unable to test your form when using payments.

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

The form requires payment so I'm not sure if it is the payment that is causing the issue. We can definitely try making a test submission on the form. What do you need me to do?

Once all questions are answered and the payment information has been entered, the students hit the submit button. It looks like it is working, and then all of the sudden you see the disabled form error message that I included a screenshot of in my first message.

Hi ljgrapes,

As the Payment Field is not set as required, the form can be submitted without making a payment just by deselecting the T Shirt product. If you would allow us, we can try making a test submission on our end. Otherwise, could you please use a different browser and test your form again? If you can take a recording while you do that and share it with us, that'll give us a bit more idea of what's going on.

When I cloned and tested your form, it was working correctly even with a payment submission. Also, is your form embedded on a website? If so, kindly share the link with us.

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

Please try making a test submission on your end.

I have tried a different browser with same result. I'm not able to record on this computer but I can tell you that it looks exactly like what you sent me earlier except at the end. Instead of the "Thank you, your submission has been received" message, we are getting the "form disabled. This form has been disabled" message as shown below.

Hi ljgrapes,

Can you switch your payment method to Test mode so we can make a test submission? It is easy to change it to the test mode, let's do it:

1. In the form builder, click on add form elements and go to the payments tab.
2. Click on the 3 dots for the payment integration and click on payment settings.
3. Change the mode from Live to Test mode.

Once we hear back from you, we will be able to move forward with this.

Okay, I think it in test mode now. It says that Sandbox mode is enabled for this payment in the product section.

Hi ljgrapes,

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:

To investigate the issue further, we need to submit a test using your form. Will you allow us to perform a test submission using your form to see if we can replicate the issue?

Once we hear back from you, we'll be able to move forward with a solution.

Please do whatever you need to do to find the problem.

Hi ljgrapes,

Unfortunately, we are unable to do a test submission as it requires payment before submitting a form. Since the payment method was changed from test mode to live mode, could you please ask your form responder to try it again and check if they could still see an error?

As soon as we hear back from you, we can move forward with a solution.

Hi Jason. I deleted the product/payment section and can add that back in later. I tried submitting and still get the same form disabled message. Will you be able to work with this now?

I was able to screen record from my cell phone but I don't see how to upload it to you.

Hi ljgrapes,

I cloned your form again and added the Square Payment Integration to see if I could replicate the issue but everything is working properly. Take a look at the screencast below:

Will you allow us to make a test submission in your live form now that you have removed the payment integration? Also, please reach out to the form filler of your form and ask if they're encountering the same issue even if the form is in Test Mode.

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

Hi ljgrapes,

In Addition, you can share with us the screenshot by following this steps:

1. Click the Add Image button, as shown in the screenshot below:
2. Next, Paste the Screen Recording URL or upload the image from your PC. Click the Add button to post the video on your thread.

You can upload your short screen recording to Google Drive and share the link with this thread by following the steps above.

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

I just deleted it and sent out a new link. Thanks for your time.

Hi ljgrapes,

Can you please confirm if the issue is solved on a new form link after you delete the first form?

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

Yes, I was able to get a submission through with the new form.