Problème de paiement en ligne

Bonjour,

Je vous écris pour vous faire part d’une problématique rencontrée par les participants lorsqu’ils veulent payer en ligne pour nos formations.

Il y a une notification en rouge qui dit que le champ « prénom » est obligatoire au niveau du paiement par carte bancaire, même lorsqu’il est complété, et cela bloque le paiement et la possibilité de s’inscrire (cf. la capture d’écran ci-jointe).

C'est notamment le cas sur le formulaire "27ème formation intensive sur le droit des réfugiés", mais des collègues ont fait état de problèmes similaires sur nos autres formulaires.

Pourriez-vous nous aider à résoudre ce problème?

Nous recevons de nombreux emails de personnes qui souhaitent acheter nos produits et ne peuvent pas le faire, ce qui nous cause des difficultés.

Je vous remercie d’avance pour votre aide.

Cordialement, 

Elsa ZIMMER

Chargée de programmes
Fondation René Cassin

Hi Elsa ZIMMER,

Thanks for reaching out to Jotform Support. Our French Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in French, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, I understand that you are experiencing an issue with the online payment process. Here are some steps you can take to troubleshoot this issue:

1. Clear Browser Cache: Ask your participants to clear their browser caches and cookies, as this may help resolve any temporary glitches affecting the form.
2. Test with Different Browsers: Encourage users to try completing the payment using different browsers or devices to see if the issue persists.

Also, since your form is embedded in your website, can you test the issue using its URL to see if the issue persists?

Give it a try and let us know if you need any help.

Dear Gian,

Many thanks for your help, English is fine.

Unfortunately, I tried all the options you mentioned and none of them works, including using the URL, for a payment by credit card.

The majority of our customers do not use Paypal, so we really need to find a solution.

Thank you in advance for your help.

Best regards,

Elsa

HI Elsa,

I did a test on your own live form using its direct URL, without submitting, and everything worked as expected, as show below:

As well in the form embedded in your website, as shown below, without submitting, the warning was displayed only when a field was empty, as expected:

But, I was able to replicate the issue when no product (Choix de la formule) was selected when filling out the Credit Card information, or when the free choice only is selected, so that the total amount is zero and the payment can't be proceeded.

A solution would be to make your Product List element unrequired. Let me show you how to do it:

1. In Form Builder, click on the Product List Gear icon.
2. In the right panel, uncheck Obligatoire.

Another solution would be to remove the Free option from the Product List, and add to your form a separate field, such a Single Choice element, dedicated to this free choice, and make a condition to hide the Product List element when this option is selected. So that the payment can be set to be required and will be displayed only when the free option is not selected.

Give it a try and let us know if you need any more help.