Missing submission data

Hi @schutzpt

I hope you are doing well today.

I was not able to replicate such a scenario in my lab, even with some failed payments. I pinged our Forminator Team to review your query. We will post an update here as soon as more information is available.

Kind Regards,
Kris

Hi @schutzpt

I hope you’re well today and I apologize for late response and keeping you waiting.

I checked your page and I understand the issue is with the registration form, right?

I see that there is a payment field but was there reCapcha also added when you noticed the issue?

I’m asking that because we’ve identified in the past some issues – with that exact outcome – related to reCaptcha on slow connections. When reCaptcha scripts weren’t loaded fully/fast enough, submissions actually failed but still created those entries in the frmt_form_entry table.

User would still have error and, from user perspective, it would be exactly the same as any other failed submissions. Unfortunately, the issue was related to reCaptcha and we couldn’t really do much about it except for code improvements to exclude such “broken” submissions from being displayed and included in CSV export.

Other than this, solution was to switch to hCaptcha.

—-

But if there was no reCaptcha the same thing is still possible due to Stripe scripts – which are also loaded “from outside”. That short time difference between two submissions – about 20 seconds – suggest that this might have been th case.

The question is – is it the only case when it happened for you or is it still happening? Are you using some kind of caching on site and if yes – what kind of cache is that?

Did you notice or were you informed by users about any errors they got during form submission attempts? If yes, what errors?

Kind regards,
Adam

Hey Adam,

Thank you for getting back to me.

We are not using reCaptcha so I believe the issue might be the Stripe scripts themselves. The issue occurred again one more time.

However, I was using a cache via Plugin WP-Optimize that was excluding that particular page to avoid issues. Given it is not clear if the issue was related to the cache, I’ve since disabled it.

Users did not notify me, I just noticed by looking the the Submissions counter that did not match the actual submissions notifications I got via email. My concern was whether the submissions were successful but no entry was generated in the DB for the metadata.

But given no user reported the issue, and with your explanation, it seems it was a forms error that somehow still made it through the entry table in the DB.

We haven’t had many submissions yet (we’re expecting the majority will be done during July) so I’m hoping this issue is not really affecting the end-users.

Hi @schutzpt

Thank you for response!

But given no user reported the issue, and with your explanation, it seems it was a forms error that somehow still made it through the entry table in the DB.

Yes, I agree that this was most likely case but I’m still not one-hundred-per-cent sure why it happened. I kind of hoped that there was reCaptcha used on site because that would explain the case fully but since it wasn’t – I’d say we know what happened (as mentioned above) but still not quite “why”.

If I may suggest something: maybe you could duplicate the form in question and put that copy on some additional test page on site and then try to test it a bit more – try making multiple submissions in a row fast, try different browsers and devices (desktop vs mobile) and also repeat those tests with the “Load form using AJAX” option (in form’s “Beahvior” setings) enabled and disabled.

Point is to see if you can somehow “force” trigger that issue – there’s a chance that this way you could spot some “pattern” here and knowing about it could possibly help us identify the actual cause of it.

Best regards,
Adam

Hi @schutzpt

We didn’t hear back from you for quite a while already, so I’m marking this as resolved for now.

If you have any further questions or need more assistance with this case, just let us know and we’ll be ready to get back to you.

Best regards,
Adam