Hi @thefalconrycentre
Sorry to hear the issue persists,
As you and that time we couldn’t replicate it is a bit harder to say why it is happening, we would need to find the common behaviour when it happens to see if any setting is causing it, for example, Browser version, OS, debug.log or error_log for when it happened, is it happening with specific checkbox option or any random options?
Best Regards
Patrick Freitas
We don’t know what browsers our customers are using and the error doesn’t replicate on ours – unfortunately I’m our of my depth here when it comes to checking error logs, I only know that WordPress doesn’t see any errors on their end. It has happened again this morning, a customer purchased a voucher with a printed copy from the same form (this time a one hour for one child) and it only charged £2.25, it seems to happen with every option on the form but only when the customer chooses to have a printed copy. It only happens on the Children’s Experiences page; all of our other forms work correctly. Out of sheer desperation, I have deleted both the page and the form and re-written them both in case it is a problem with the page itself when the customer submits payment. If this does not solve the error, I will be forced to look for an alternative to Forminator, as this error is driving us all crazy – we hate having to ring our customers to get the balance of the payment from them!
Hi @thefalconrycentre
Sorry about the inconvenience you are having.
We’ll need to perform a further check on this and perform additional tests in several browsers. To make sure we have all the required info for the troubleshooting, could you please help us with the following?
- Export the form and share it with us so that we can take a closer look at how the form is configured. Please share the form using Google Drive or DropBox, please make sure the URL is publicly accessible.
Reff: https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#forms
- Contact your hosting provider and ask for any error logs for the days where these failed submissions occurred.
With this elements we will be able to gather more information and do our best to identify the root cause of this issue.
Looking forward to hearing from you.
Kind regards
Luis
Hi Luis,
Thank you for taking the time to reply. I deleted both the form and the page that we were having trouble with and have since re-written both from scratch. If the error occurs again (unfortunately we will just have to wait until a customer purchases a printed children’s voucher to see!) I will forward the requested information. It is just weird that it was only happening with the Children’s Experiences!!
Kind regards,
Gem
