There are missing submissions that were submitted through the Jotform Mobile Application

Buen día, tengo tres formularios activos a través de los cuales estuvimos recolectando información el 7 y 8 de diciembre a través de la aplicación, esta información es muy importante para nosotros, al realizar los envío cada uno de los formularios mostro la página de agradecimiento, si embargo no hay registro de la información enviada ni en las tablas ni en "Envíos", necesito recuperar esta información, ¿qué puedo hacer?

Hi dcastanedagj,

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.

Can you share with us the link to the forms that aren't showing the collecting submissions? Also, if you can take a screenshot of what you're seeing when viewing the forms' tables, that will help us to understand better what’s going on. We have a guide about how to do that here.

Finally, can you confirm if the forms are embedded on your website? If so, share with us the URL so we can investigate further.

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

The forms are active and were assigned through jotform, they are filled out using the mobile application both online and offline., submissions were made from the same device days before and one day after, but no information was recorded on December 7th and 8th for this device. 

The offline mode is active for each of the forms.

We have searched for records in:

• Inbox of each form there are no submission records.
• History by entering settings / history, there are NO records.
• Mail registered for submissions, NO submissions
• Information tables of the forms - NO records 
• Directly in the application on the device from which the information was sent and there is no information, nothing pending sync and no submission errors.

Each submission ended with a thank you page and confirmation of submission.

Is there any way to recover this information?

Hi dcastanedagj,

Thanks for getting back to us and for the additional information. I'm sorry you're having trouble with your submission data. Since you mentioned that the submissions were made on the same device, can you please make sure that your Jotform App's data are synced? Here's how to do it:

1. In the Jotform Mobile App, tap on the gear icon in the upper-right corner of the screen.

2. Next, tap on the sync icon in the Sync Your Data section on the Settings page.

I also cloned your form and tested it to see if I could replicate the issue, but everything was working properly. I was able to sync data from an offline form and view the submission. Check out the screenshot and screencast below to see my results:

Submission Confirmation of an offline submission: 

Can you sync it again, and let us know what happens? If you run into the same issue again, please provide us with the following details and let us know, and we'll do some more testing to see what's going on.

• Mobile Phone/Tablet's Brand and Model
• Mobile Phone/Tablet's Version
• Jotform Mobile App's version

Keep us updated and let us know if you need any more help.