Form not completing but payment goes through

Hi @sallywhytehead,

When there are temporary issues like this it usually suggests that there’s some caching in place that is affecting the process and not finishing it properly each time.

Do you have any caching on site or server end and can you try disabling it for your form page?
In addition to that can you also try editing your form, go to Behavior tab and enable Load form using AJAX and Prevent page caching on form pages options and see if that resolves the issue for you?

Let us know how it goes.

Cheers,
Predrag

Thanks.
The page had the Prevent page caching but not the load Form using AJAX set, so have now set this.
I don’t think I have server caching but will check.

Hello @sallywhytehead,

I am glad you made the change. Please let us know if that works for you and you do not have any submissions missing after the said change.

Thank you,
Prathamesh Palve

Hello @sallywhytehead ,

We haven’t heard from you for a while now, so it looks like your issue is solved.

Please feel free to re-open this ticket if needed.

kind regards,
Kasia

Hi
Unfortunately it has happened again. I changed all the settings as suggested. Having had this error occur again, I also changed the setting “Method
Choose whether you want to use AJAX to send this form without reloading the page, or use the more traditional method of reloading the page.”
to AJAX to see if this made any difference. However now the error has happened again.

My user tells me
“Hi. I attempted to sign up for the upcoming workshop. My Paypal payment was processed, which you should have received, but when it then went back to the registration page it kept just saying ‘submitting.’ I have not received any email confirmation of the registration, so am checking to see if it ever processed correctly.”
We did get the paypal payment, but no submissions or emails.

Our submission indicator is set to ‘Show Loader’, with the message ‘Submitting.’

Hi Sally, That was happening on my page. I had Honeypot on and Google Captcha on.
I have turned off Honeypot and just left Captcha on. Might be worth checking.
Danny

Hi
I just checked my form. I don’t have honeypot on, but I did have a google Captcha set, V3.
What is odd is that it isn’t visible, unlike other forms I have which have a blue image indicating the recaptcha is there.

I have taken thie recaptchs off in case this is causing a problem.

However I have a test copy of the form where it is still on and the recaptcha is also not visible.
It is just below the GPDR check box.
https://www.dulcimer.org.uk/test-booking-form/
Here’s the html
<div id=”captcha-1″ class=”forminator-col forminator-col-12 “><div class=”forminator-g-recaptcha recaptcha-invisible” data-theme=”light” data-sitekey=”6LcxHr0UAAAAANlQp5D1wYCnAdbVuAjLoRxr6j8R” data-size=”invisible” style=”transform: scale(1); transform-origin: 0px 0px 0px;”></div></div>

I wonder why the recaptcha has changed and whether this is the issue. There is nothing in the release notes to say this has changed.

Hi @sallywhytehead

Can you flush all caches on your website?

When I test a not cached page I can see the ReCaptcha working:

https://monosnap.com/file/AxT9lL1h9FKbF5OLZDqBDOYNyP6pM4

Which caching plugin are you using?

Best Regards
Patrick Freitas

Hi
I am not using a caching plugin.
I noticed when I refreshed the page the ReCaptcha then displayed, so perhaps it did not load correctly.

Hi @sallywhytehead,

I did some tests on my end with your cookie plugin and while it didn’t hide the captcha it did cause a delay in loading it, so I’m wondering if this could be causing the issue on your end.
Could you try temporarily disabling your cookie plugin (GDPR Cookie Consent Banner) and see if the captcha loads properly after that?

Cheers,
Predrag

I tried that, it didn’t fix the problem.

Hi
Interestingly though when I tested this with the cookie plugin enabled it displayed as before, with the recaptcha missing. No I have re-enabled it the recaptcha displays everytime. So I guess something could have cleared when I did this.

Which is likely to be more relaible, your honeypot or the google recaptcha>

Hi @sallywhytehead

Thanks for response!

I’d say Google reCaptcha in relation to something – most likely the Cookie Consent plugin – on site. But I’d still tend to say there is “some sort” of cache. Are you absolutely sure that there’s also no any cache directly on server? It might be worth to consult that with host tech support just to make sure.

It’s also possible – not “highly probable” but still possible – that this “switch off the plugin/switch the plugin and reCaptcha back” simply force some stubborn browser caching to clear and to remove any old/broken cookies. But I admit that’s more of a speculation than a diagnosis.

I think it’d be best if you could do some more testing and/or keep an eye on the form behavior and see if it’s now working stable or the issue gets back – if yes, let us know and we’ll see what more could be done to solve that.

Kind regards,
Adam

Hi
Thanks for looking into this for me. I did check with the support people on my hosting platform and they confirmed no server side caching.

Well I have disabled the recaptcha on the real form which used paypal and will continue to monitor.

One last question, if I’m not using paypal (and so will need some kind of spam protection) for my forms, is it possible this will have the same issue? Would using the honeypot from forminator be a safer bet? Because there is no way to tell if a form fails without the paypal coming through…..

Hi @sallywhytehead

The “honeypot” option of the form surely adds some “anti-spam” security.

It’s different than reCaptcha in terms of how it works and while it’s meant to as “unintrusive” as possible it may not be as efficient as reCaptach but that really depends mostly on the specific case.

it’s like with anti-spam protection in general. Some sites are “luckly” and don’t get much spam at all even without any additional protection applied to forms, some get more. It’s really difficult to say.

For sure though – honeypot does stop quite a lot of it. If you are using Akismet on site, it should also help as Formiantor has a “hidden” (kicks-in automatically) integration with it. But again – both honeypot and Akismet option would have to be tested to see if it’s not causing additional issues on your site.

It should not and is not expected to cause issues but given all the information from this ticket, it’s best to test it – try it and keep a close eye on site.

Best regards,
Adam