Form submissions not showing up

Hello @rizq ,

I’m very sorry about this issue.

Can you export your form and share it with us so we can check it closer and see what could be causing this issue?
Please use pastebin.com or google drive to share the exported form code.

kind regards,
Kasia

Hello Kasia,

Here is the exported form code:

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To give a bit more information … we’ve had several more successful PayPal payments that are not showing up as successful submissions with all of the additional required form information.

This is becoming a very serious issue.

Thank you for looking into this with me!

Hello @rizq,

Apologies for the inconvenience caused to you. Since this is very similar to one of the other cases, we have sent the same too to the Forminator team to deep check. We would update you on it once we hear back from them. I appreciate your patience here.

Thank you,
Prathamesh Palve

Hi Prathamesh,

I appreciate your update on this matter. As you’ve already indicated I’d appreciate a more in-depth update/solution on the issue as soon as it becomes available.

It’s difficult for me to understand this – since the form requires certain fields to be completed before they pay using PayPal and yet we receive their payment (indicating a completely filled out form) but no submission is recorded. This is at random also … some will come through with a payment PLUS the recorded submission, a lot others with just the payment.

Thanks again!

Hi @rizq

You are welcome.

Our developers still looking further on this, it can take some time depending on the complexity, but, we will keep you posted about the updates.

Best Regards
Patrick Freitas

Hi @wpmudevsupport12,

I appreciate the update … however … this is becoming extremely frustrating!

We’ve had several more successful payments via PayPal but only about 2-3 actual submissions from the form …

If we do no get a resolution soon I will be forced to remove Forminator from our site and install a different form plugin. It would be truly unfortunate, BUT WE HAVE TO HAVE THE SUBMISSIONS!!

It is very difficult to collect data when the data does not collect!

Please provide a resolution within 2-3 days (it’s been almost a week now from my initial request) or I will be moving on from Forminator, possibly forever.

We need to collect the form data ASAP !!

Thank you for your understanding,
RiZQ

Hello @rizq,

Our SLS team came up with a small mu-plugin which would divide the process into two parts. One would be the submission of the form and the next would be the payment. using the Paypal buttons. Here is the link to the same:
https://gist.github.com/wpmudev-sls/0ff0dd003ed3f3e9b4ff0416da8ee25a

Once you install the mu-plugin, all the forms would first have a submit button post which submission to the DB would be made and then the payment option would be available which is where the member can make the payment.

Here are the steps to install a mu-plugin with detailed screenshots on every step:
https://premium.wpmudev.org/docs/getting-started/download-wpmu-dev-plugins-themes/#installing-mu-plugins

Do let me know if that works and if the submissions get through correctly and also let us know if that happens again.

Thank you,
Prathamesh Palve

Hi @wpmudev-support7,

We have used the mu-plugin that was provided to us to resolve the form submissions not going through but PayPal payments being successful.

We set it up correctly and we finally had someone fill out the form and pay to test it out.

It looks like the submission went through now (which is what we were after since they weren’t going through before) BUT NOW the payment is not successful. We received a successful form submission but the user did NOT actually get charged from PayPal and DID NOT receive a receipt from PayPal indicating it went through.

So now we have a reverse issue in that the PayPal payment method is NOT working …

Hello @rizq,

I am sorry to see it did not work as expected. To understand this better and to try and help you with it, can you help me with a few things:

1. What is the form submission behaviour set to currently? To make this work, it should be set to inline message. What is it set to in your case?
2. Was Paypal payment option visible after the form submission was made?
3. When the Paypal button appeared, were you able to make a payment?
4. If the payment was made, did you get a payment success message?
5. Was the payment deducted from user Paypal and did you receive it in your Paypal?
6. When the payment was made, did you get an email from forminator?

Usually, the following process would not interfere with any PayPal payment and email processes. I did try to check the same a few more times before writing this to you and it did work for me on my end. Did you also try this while all the plugins were disabled?

Thank you,
Prathamesh Palve

Hello @rizq ,

We haven’t heard from you for a while, so it looks like you no longer need our assistance on this matter.

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

kind regards,
Kasia

Hi,

Marking this ticket as resolved for now since we didn’t hear back from you but please feel free to re-open it with response and we’ll assist you.

Kind regards,
Adam