Email/Submission Not Working. Help ASAP

Furthermore, Forminator database is not showing any submission.

Hi @pinathan2,

Sorry to know that you are experiencing this issue.

Can you please share an export of the form using Google Drive or pastebin.com so we can take a closer look at the issue?

Please find how to export a form here: https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#import-export

We look forward to hearing back from you.

Kind Regards,
Nebu John

Here is a Google Doc of the export:

https://docs.google.com/document/d/154_9yYPwBKrQeooIQ1UFhyQPipox1KYesRG75tHc4g4/edit?usp=sharing

I’ve tested this form in Test Mode as well as Live Mode. I was able to receive an email confirmation plus an invoice from Stripe.

I did another Live Test payment and the form did not redirect.

Instead, I got this error:

Unrecognized request URL (GET: /v1/payment_intents/). If you are trying to list objects, remove the trailing slash. If you are trying to retrieve an object, make sure you passed a valid (non-empty) identifier in your code. Please see https://stripe.com/docs or we can help at https://support.stripe.com/.

Hi @pinathan2,

I’ve tested this form in Test Mode as well as Live Mode. I was able to receive an email confirmation plus an invoice from Stripe.

So the issue with email notifications is resolved?

I did another Live Test payment and the form did not redirect.

Instead, I got this error:

Seems like this occurs due to a recent bug when you have “Multiple” enabled for the “Name” field. Our team is already working on a fix regarding this.

Screenshot:

Screenshot at 12:49:08.png

Could you please switch to “Single” as shared in the following screenshot and then check whether it works fine?

Screenshot at 12:49:35.png

Please do check and let us know how that goes.

Kind Regards,
Nithin

Hi @pinathan2,

Since we haven’t heard from you for a while. I’ll mark this thread as resolved for now. Please feel free to re-open the thread if you need further assistance.

Best Regards
Nithin

I am still having issues with the submissions.

On December 3rd, it happened again. Customer completed the form, HubSpot notified me but no one received emails (customer, support team, nor myself), I did NOT receive payment.

However, ten minutes later, I get notified by HubSpot again that the form was filled and then all parties received emails and payment.

I am unsure if there was a delay with the form or some error happened and the form was resubmitted or if the customer resubmitted the form.

Luckily it was resolved in a matter of minutes.

But now, it has happened AGAIN.

I have a customer who filled out the form almost thirty minutes ago. HubSpot notified me the form was filled but no parties received an email and no payment was received.

I don’t know what else to do.

HI @pinathan2

I’m sorry to hear that you’re still experiencing issue!

Previously my collague suggested this:

Seems like this occurs due to a recent bug when you have “Multiple” enabled for the “Name” field. Our team is already working on a fix regarding this.

Screenshot:

Screenshot at 12:49:08.png

Could you please switch to “Single” as shared in the following screenshot and then check whether it works fine?
https://imgur.com/AAny8J9

Since you didn’t respond back then, I’m not sure if you have tried/applied this change. Can you confirm that the issue happens despite that change already made? Or, if you haven’t tried it yet – would you give it a go, please?

Kind regards,
Adam

I apologize, I didn’t respond back because I had a couple payments go through so I thought it was fine.

I did make that change back then so now it is only {name-1} as opposed to {name-1-first-name} or whatever it was previously.

Hi @pinathan2,

I hope you are doing well today!

So, the issue has been resolved, and then it started again after some time. Is that correct? Can you please provide us more detailed information so we can understand the situation better to help you further.

Kind regards,
Zafer

I don’t believe it was resolved. I’m not sure what’s happening but I will go into detail what’s been going on:

Nov. 20th, 10:01AM CST: Customer A fills out form, nothing happens.

Nov. 20th, 10:02AM CST: Customer A fills form once more. Nothing happens again.

**By now I have requested support here**

Nov. 21st, 6:57AM CST: I test form, nothing happens.

**I change {name-1-first-name} to {name-1}**

Nov. 21st, 7:05AM CST: I test form once more, payment finally comes through. Email gets sent to all parties, I am redirected to Thank You Page, receipt is sent.

SUCCESS

Nov. 25th, 7:12AM CST: Customer B fills form. Goes through, emails send, payment received. SUCCESS

Nov. 25th, 1:16PM CST: Customer C fills form. Nothing happens.

Nov. 25th, 1:18PM CST: Customer C fills form. Emails send, payment received. SUCCESS

Dec. 3rd, 2:31PM CST: Customer D fills form. Nothing happens.

**I notice the error is happening again. So I test form**

Dec. 3rd, 2:41PM CST: I fill form. Emails send, payment received. SUCCESS

Dec. 3rd, 2:47PM CST: Customer D fills form. Emails send, payment received. SUCCESS

Dec. 10th, 9:37AM CST: Customer E fills form. Emails send, payment received. SUCCESS

Dec. 10th, 10:01AM CST: Customer F fills form. Emails send, payment received. SUCCESS

Dec. 11th, 8:03PM CST: Customer G fills form. Emails send, payment received. SUCCESS

Dec. 12th, 11:43AM CST: Customer H fills form. Emails send, payment received. SUCCESS

Dec. 12th, 11:00PM CST: Customer I fills form. Nothing happens.

**I notice this happened AGAIN. I panic and come back to support to discuss this happening**

Dec. 13th, 7:50PM CST: Customer J fills form. Emails send, payment received. SUCCESS

Dec. 14th, 2:06PM CST: Customer K fills form. Emails send, payment received. SUCCESS

Dec. 15th, 5:32PM CST: Customer L fills form. Nothing happens.

**Now I am here again worried that I cannot confidently fill customer’s orders because I am not receiving payment, they are not receiving confirmation emails/receipts**

I have not touched anything on my forms except when it was suggested to change to {name-1}. Other than that, I just NOW noticed that some of the customers are filling the form a 2nd time and they are being processed.

One of the customers, I called to confirm their order and receive payment over the phone. They told me that the form timed out or something like that happened.

Hi @pinathan2

I noticed you are using LiteSpeed, could you try to exclude the form page from caching or exclude the Forminator nonce ? https://blog.litespeedtech.com/2020/07/08/cache-wordpress-nonces/

forminator_nonce

Let us know the result you got.
Best Regards
Patrick Freitas