Submissions didn't trigger emails or Sheets integration

Buen dia.

Cuando intentamos enviar el formulario desde mi google site (al fondo) se queda en gris y no se envía. No llega ninguna notificacion ni a mi, ni a la persona, y no se registra en el doc de excel.

Aqui el google site: https://sites.google.com/view/mada-languages/inicio

Hi Daniella,

Thanks for reaching out to Jotform Support. Unfortunately, our Spanish Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

Now, coming back to your question, if I understand you correctly, people are able to submit your form, but you're not seeing that submission in Jotform, emails, or the connected Google Sheet. I looked over your form to see why this might be and found the reason. It's due to some of the submissions ending up as incomplete payments. After the form is submitted and user's are redirected to Stripe for payment, a submission is created as incomplete payment and Jotform waits for communication back from Stripe to signify that the payment has been completed. So if the user cancels the payment, or if there's a communication error of some kind, the submission stays as an incomplete payment. And this also means that integrations and emails don't trigger until the payment is marked as complete, which is why some of the submissions haven't sent emails or been added to Sheets yet.

If these submissions have had successful payments that you're able to see in Stripe. Then you can manually mark these submissions as complete. This can be done by follow these steps:

1. Open the Submissions Table for your form.

2. Click on the three dots of the table tab.

3. In the menu, you should have Pending payments that you can open.

4. Here you can use the checkboxes to mark submissions you want to complete.

5. And finally you can click on Complete.

Once these submissions have been marked complete here, the emails for them should send and the submissions be added to your connected Sheet.

But if there are still any issues after doing this, or if you have any other questions, please don't hesitate to reach out.

Thank you so much. I understand now. The thing is that the payment option is not "mandatory" so they should be able to go ahead without doing the payment, and anyway, i didn't receive any notifications to go check the on hold processes. Regarding this, We did several tests and some people did manage to finish the process without my approval and others didn't.

Also,

Hi Daniella,

If the user chooses a product, they will need to process their payments before they can submit the form. As an alternative, you can give the user an option whether to process their payment or not by adding two payment option. You can check my example below, you can use Purchase Order integration, where the user can submit the form without payment if they choose it. You can embed the new form with the Purchase Order option to your current form.

1. First, we'll create a form for the additional Payment option:

• On your My Forms page, click on Create Form.
• Select Start From Scratch and then choose a Form Layout.
• On the Form Builder page, click on the Add Form Element menu on the left side of the screen.
• Under the Payment tab, choose the other Payment Integration that you want to use.

2. Now, let's add the iframe embed widget on your original form:

• With your form open in Form Builder, click on the Add Form Element menu on the left side of the screen.
• Under the Widgets tab, click on the iFrame Embed widget and drag and drop it to your form.
• In the Widget Settings window, under the General tab, paste the Frame URL of the other form.

3. Finally, let's create the Condition:

• With your form open in Form Builder, click on the Settings tab in the orange navigation bar at the top of the page.
• In the menu on the left side of the page, click on Conditions.
• Click on Add New Condition and then select the Show/Hide field.
• Now, create conditions like the ones below:

I moved your other question to a new thread and will help you with that here.

Give it a try and reach out again if you need any help.

This was very helpful! Thank you so much. However, I did not create a new form, but just added a new question "do you want to continue with payment" and when they say no, the section just hides. Hope it has the same effect. Thank you for the help!

Hi Daniella,

Yes, that is correct. If they do not choose any of the product, you can hide the payment field, this will allow them to submit the form.

Let us know if you have any other questions.