VFB entries not found, required uploads not found

I run a small tour operator business, and need to collect customer data when they pay a deposit, including an upload of their passport. The passport upload is a required field in my VFB form.

The form has been incorporated into the payment process by my web developer. Once payment is made, the customer is redirected to a page which says “thank you for your payment – now fill in this form to complete your registration”.

Recently some of the entries do not have the passport attached, but the rest of the data is stored in the “entries” of VFB. How is this possible, when it is a required field?

Even more worryingly, I don’t seem to have any data from the last 3 customers. They all tell me that they filled in the form and uploaded their passports. I looked in my media library, and I have one of the passports there, but no data in the “entries”.

I do have another link to the form, via the Main Menu. I sent this link to the 3 customers, and all filled the form in. One worked perfectly (entry in database and passport in media library), and the other two had entries, but were missing the passport uploads.

Help please! Even my web designer is stumped!!