Some submissions not showing in database (ID Jump , not spam, not other form)

Hi @louisf7899,

Hope this message finds you well, and sorry to hear you are experiencing this issue.

Thanks for that detailed information, it helps us a lot to understand the issue.

We would like to check the form, could you export your form using the guide on this link: https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#import-export? Once exported, kindly use a Cloud service like Google Drive, pastebin.com, or similar to share it.

Additionally, could you export the submissions? please remove any sensitive data before sharing it.

Best regards,
Laura

Hi ,

thank you for the answer here the link of the form : https://drive.google.com/file/d/1opaTNCQsDob7YczQI943VWpLWmj7wL6a/view?usp=sharing

if i send you the .csv files without any personal information (name,adress etc) from the form submissions is that ok ?

sincerely,

Louis

Hi @louisf7899,

It appears you have shared an incorrect form export, it seems to be an HTML file which you have shared via Google Drive.

Could you please check and re-share a working form export?

Just to be sure, I do see you mention you only have 1 form in the website.

However, do you happen to have any Polls or Quiz created? The Submission IDs are global, so if there are more Polls or Quizzes it would be incrementing based on submission on Forms, Polls or Quiz.

For example, if the submission ID for the form is 1, and if a Quiz is submitted later then its ID will be 2, so the next form submission will have an ID 3.

So hence making sure if there are only 1 form and on polls and quizzes created?

The strangest thing is that user who filled these “missing” forms payed with paypal and the payment is correctly made in my account.

Is the above related to every missing submission? or it only for couple of such users?

Could you please check the spam in the Inbox and see in case any email related to the above submission didn’t end up in spam?

if i send you the .csv files without any personal information (name,adress etc) from the form submissions is that ok ?

Not sure how well it would help, however, please do feel free to mask any personal information and share the file in case it gives us any further clue.

Looking forward to your response.

Kind Regards,

Nithin

Hi @wpmudevsupport11,

I don’t understand i exported the form following steps you send me in the link, i don’t know any other way to do it.

Yes i have only 1 form and no quizz , no poll , i only can related missing form submissions with payment because i can see it clearly but if some jumping IDs are not followed with a payment by Paypal (different payment method) i can’t check because i don’t receive any notification (no email, no submission in plug-in etc )

I also check my spams but it’s empty , also some of the submissions i can clearly see in the database are not sending the mail to the admin i set up.

Thank you for answering me, I remain at your disposal,

Louis

Hi @wpmudevsupport11,

I don’t understand i exported the form following steps you send me in the link, i don’t know any other way to do it.

It’s possible that you uploaded the wrong file instead of the export file. The form export should be a .txt file, or you can simply copy and paste the export content. If you notice, the Google Drive URL you shared contains an HTML file. Could you please try exporting the form again following the guide we provided?

Thank you for clarifying our other queries. Could you also share the export of the submission data with sensitive data masked, along with the form export? This will allow us to further investigate the issue.

We look forward to hearing back from you.

Kind Regards,
Nebu John

Hi ,

here’s a new link , i just copied and paste what was in the console : https://drive.google.com/file/d/1dbfNlidXsTFkLzUPxSGo9vecD0RGbEJk/view?usp=sharing

hope it’s the right export content !

Here’s the submissions .csv without name, adress , tel, and email : https://drive.google.com/file/d/1JYIoxDXmGkfhlvcPXmoOOpE1tyQtD9U7/view?usp=sharing

Thank you !

Louis

Hi @louisf7899

Thank you for response!

This time for export is fine so I could import it to a test site and check.

The form itself seems to be correctly configured and in tests on my test site it works fine. The CSV export doesn’t show much as it only contains submission that were saved to the DB (it cannot include missing submission) and there’s no submission ID but it shows that some of the submissions were made without PayPal.

I see that this is expected as PayPal has a visibility rules set.

So all in all, there’s not much that we could check/find in order to explain what happened with those already missing submissions (and since they are not in DB, there is no way to restore them) but I’m wondering about some additional things:

1. Did you try to test it yourself this way:

– duplicate the form (“Duplicate” option in the drop-down menu under the little “gear” icon next to the form on “Forminator -> Forms” page)

– switch PayPal in that duplicated form to “Test” mode

– then create a new page on site for testing and put that duplicated form on that page

– and try submitting it multiple times (using PayPal test card numbers since PayPal would be switched to “Test mode”)?

While I couldn’t replicate the issue on my end it may be related to something specific to your site’s setup – that’s why I’m asking about this test. If you didn’t test it like this, could you try?

2. Do you know (or maybe you have a way to contact those users that paid but have missing submissions) if those users got any error on the form page after or before making payment? I mean – was there any error message form the form displaying there?

Kind regards,
Adam

Hi @louisf7899,

It’s been a while since we heard from you, so I’ll go ahead and mark this thread as resolved. If you have any additional questions or need further assistance, please don’t hesitate to reach out to us.

Kind Regards,
Nebu John