Rocketgenius Still In Business? 5+ days and no response - Gravity forms Failing to Capture payments

General Discussion
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1

Hi not sure where else to contact but i created a support ticket on March 21 - 5 days ago and absolutely no response.

Meanwhile the form continues losing money because "Payment failed to be captured. Reason: Cannot get payment intent."

Stripe error shows - PaymentIntent status:
requires_payment_method

Despite payment being a required field.. Gravity form just accepts the form without any payment made/collected..

Is there some hack to gravity forms that people are abusing?

There is no phone number or company address listed. Not sure what else to do other than Try posting here.. ive checked spam but nothing there literally just no one responding.

Is Rocketgenius still in business or it it normal to not respond to urgent requests for 5+ days?

2

Hi Sal. I see that you have a response today from Joshua. We’ll continue with the support there. Thank you.

3

Were you able to resolve this? We are having similar issues with Stripe and payment intent. Also issues especially with users on Firefox.

[I have a support ticket in, but wanted to confirm this issue for OP and others who may end up here]

1 Like
4

Hi Marty no not yet.. getting closer but now gravity forms doesnt seem to allow placing in stripe in “Test” mode for stripe so i cant test .. waiting to hear back from support its again been 5 days since the last response. cant believe this is acceptable in 2025

5

I am experiencing the same issue now as well. Anyone know what the issue is. Seems kind of a big deal.

Payment failed to be captured. Reason: Cannot get payment intent.

6

Trial and error - trying to figure out why this sometime works.

  • Are you using caching for this page with the Stripe Form?
  • In the form editor, do you have “Enable Additional Payment Methods Enabled”?
  • If so, do you have the Link Email Field connected to an email field?
    Please answer these questions if you are experiencing this issue. Thanks.
7

Hello anyone? I havent heard from support yet via email.

8

Ive already tried all those recommendations and have visited every thread ever made.. its now 10 days since i replied and still no response from Rocketgenius support..

incredible.

9

Support. Hello!?!?!?!

12

Seems to be an issue with version 2.9 of gravity forms. Rolling back to 2.8.18 solves the problem however this comes with security risks.

13

Thank you for taking the time to let us know. I will try. I would like to see support give a statement on the issue. Its obvious that multiple people are experiencing the issue all of a sudden, but support is downplaying it as isolated and without explanation.

14

Support indicated to us the issue was cache related. We have found there to be issues with autoptimize cache needing to be cleared, particulary after software updates.

We otherwise block page caching for form pages, though redis object cache is also in use.

The problem seems to be intermittent and difficult to replicate.