Form Troubleshooting
This guide helps you diagnose and resolve common issues that prevent signup forms from appearing on your website or functioning correctly in Sender.
Symptoms
The form does not appear on your website after publishing.
The form shows as DRAFT in the Forms list and is not live on your site.
The embedded form container is visible on the page but the form does not render inside it.
The form appears on desktop but not on mobile, or vice versa.
Possible Causes
Form still in DRAFT status — The form has not been published. Forms in DRAFT status are not active and will not display on your website, regardless of whether the JavaScript snippet is installed.
JavaScript snippet not installed or placed incorrectly — The Sender JavaScript snippet must be present on every page where you want forms to display. If the snippet is missing or placed after the closing </head> tag, forms will not load.
No triggers enabled in the Behaviour tab — Popup forms require at least one trigger to be active under When to show popup? in the Behaviour tab. If all trigger checkboxes are unchecked, the form has no condition to display.
Visibility settings excluding the target page or device — The Visibility section in the Behaviour tab may be configured to hide the form on specific pages or device types. If Hide on mobile devices is checked, for example, the form will not appear on mobile screens.
Embedded form
<div> element with the data-sender-form-id attribute must be placed in the page body where you want the form to appear. If this element is missing, the embedded form has nowhere to render.
Steps to Resolve
Step 1 — Confirm the Form Is Published
Go to Forms in the left sidebar. Check the status badge next to your form name. If it shows DRAFT, the form is not live. Click the settings gear icon to open Publishing settings, then click the Publish button in the top-right corner. The status badge should change from DRAFT to indicate the form is active.
Step 2 — Verify the JavaScript Snippet Is Installed
Open Publishing settings for your form and locate the Javascript integration instructions section. Under the JavaScript snippet tab, copy the <script> block.
On your website, right-click and select View Page Source. Search for cdn.sender.net/accounts_resources/universal.js. The snippet must appear before the closing </head> tag. If it is missing or placed in the <body>, move it to the correct location.
Step 3 — Check Triggers and Visibility in the Behaviour Tab
Open the form in the builder and click the Behaviour tab. Under When to show popup?, confirm at least one trigger is enabled — such as After X seconds on page or Show when user scrolls to X %.
Then expand the Visibility section and check that Hide on desktop, Hide on mobile devices, or Hide on tablet devices are not checked for the device you are testing on. If using Show on specific pages or Hide on specific pages, verify the URL entries under PAGES INCLUDING or EXACT URLS match your test page.
Step 4 — Verify the Embedded Form
For embedded forms, open Publishing settings and scroll below the JavaScript snippet to find the <div> embed code. It follows this format: <div style="text-align: left" class="sender-form-field" data-sender-form-id="[ID]"></div>.
Confirm this element is placed in your page's <body> at the exact location where you want the form to appear. If it is missing or placed inside the <head>, the form will not render.
Step 5 — Check Frequency and Schedule Settings
In the form builder, open the Behaviour tab and expand Frequency. If Always show is unchecked, the form will only reappear after the configured period (e.g., 30 days) for visitors who previously dismissed it. During testing, enable Always show or clear your browser cookies.
Next, expand Schedule. If Specific time is selected, verify the START TIME and END TIME cover the current date. If the schedule has expired, switch to Instant or update the time range.
How to Verify the Fix
Open your website in an incognito or private browser window and navigate to a page where the form should display. For popup forms, trigger the configured condition (e.g., wait the specified seconds or scroll to the configured percentage). For embedded forms, confirm the form renders inside the target <div> container.
You can also check the form's Overview page in Sender — the total views counter in Activity summary should begin incrementing as visitors load the page.
Related Issues
Subscribers not appearing in the correct group → Open the form builder, go to the Settings tab, and expand the Groups section. Verify that the correct group is selected under ADD SUBSCRIBERS TO THESE GROUPS. If no group is selected, new subscribers will not be assigned to any group.
Double opt-in confirmation emails not received → Open Publishing settings and check the Double opt-in settings section. If the toggle is enabled, verify the Confirmation email details including the Sender's email address. Ask subscribers to check their spam folder. If confirmation emails are still not delivered, try editing the confirmation email subject line to avoid spam filter triggers.
reCAPTCHA or confirmation checkbox not functioning → Open the form builder, go to the Settings tab, and check the Options section. Confirm that Use Google reCaptcha or Confirmation checkbox is enabled. If the reCAPTCHA does not load on your live site, verify that the JavaScript snippet is correctly installed and that no browser extensions or content security policies are blocking third-party scripts.
FAQs
I fixed the issue but the form still does not appear. What should I try?
Clear your browser cache and cookies, then reload the page in an incognito window. Form frequency settings use cookies to track whether a visitor has already seen or dismissed the form, so cached data may prevent it from displaying even after the fix is applied.
Can I test my form without publishing it to all visitors?
Set Visibility to Show on specific pages in the Behaviour tab and enter a test page URL under EXACT URLS. This limits the form to a single page while you verify it works correctly. Remember to change it back to Always show when you are ready to go live.
How do I know if the JavaScript snippet is installed correctly?
Right-click on your website, select View Page Source, and search for cdn.sender.net/accounts_resources/universal.js. If it appears inside a <script> block before the closing </head> tag, the snippet is installed correctly. You only need to install this snippet once, even if you use multiple forms.
The form works on desktop but not on mobile. Why?
Open the Behaviour tab in the form builder and expand the Visibility section. If Hide on mobile devices is checked, the form will not appear on mobile screens. Also note that the Show when trying to leave page trigger (exit intent) does not work on mobile devices, as indicated in the builder. If this is your only enabled trigger, the form will never appear on mobile.
Multiple forms are conflicting on the same page. How do I fix this?
Use the Visibility settings in each form's Behaviour tab to assign different forms to different pages using Show on specific pages or Hide on specific pages. Avoid having multiple popup forms with overlapping triggers active on the same URL, as only one popup can display at a time and others may be suppressed.