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Troubleshoot form issues

Encountering issues with your sign-up forms? This guide covers common problems and how to resolve them.

Form not displaying

Problem: Your form isn’t showing up on your website or landing page.

Solutions:

  • Verify the embed code is correctly placed in your website’s HTML
  • Check that JavaScript is enabled on your website
  • Clear your browser cache and refresh the page
  • Ensure there are no conflicting scripts on your page that might block the form
  • Check if your form is set to active/published status

Submissions not being received

Problem: People are completing the form, but you’re not receiving the submissions.

Solutions:

  • Verify the form is connected to the correct subscriber list

  • Check your email notifications settings to ensure you’re receiving submission alerts

    (If Double Opt-in is ENABLED or you have an Automation connected to the form)

  • Look in your spam or junk folder for notification emails

    (If Double Opt-in is ENABLED or you have an Automation connected to the form)

  • Review your form’s submission statistics to confirm data is being captured

reCAPTCHA issues

Problem: The reCAPTCHA verification is causing problems for subscribers.

Solutions:

  • Verify that “Use Google reCAPTCHA” is properly enabled in your form’s Design > Settings
  • Test the form in different browsers to identify browser-specific issues
  • Ensure subscribers have JavaScript enabled in their browsers
  • Check that your website’s security settings or any extensions aren’t blocking Google services
  • Try disabling and re-enabling reCAPTCHA to reset the configuration

Form fields not working

Problem: Form fields aren’t accepting input or validation isn’t working correctly.

Solutions:

  • Check that all required fields are properly marked in your form settings
  • Verify field validation rules are correctly configured
  • Ensure custom fields are properly mapped to subscriber properties
  • Test the form in different browsers and devices
  • Review any custom CSS or JavaScript that might interfere with field functionality

Error messages appearing

Problem: Subscribers see error messages when trying to submit the form.

Solutions:

  • Review the specific error message to identify the issue
  • Verify all required fields are filled out correctly
  • Check email address format validation
  • Ensure phone number fields accept the correct format

Getting additional help

If you’ve tried these solutions and are still experiencing issues:

  • Document the specific problem with screenshots
  • Note which browser and device you’re testing on
  • Check the browser console for any error messages
  • Review recent changes made to the form or website
  • Contact support with detailed information about the issue

Best practices to prevent issues

  • Test regularly – Test your forms after making any changes to ensure they work correctly.
  • Use standard formats – Stick to standard email and phone number formats for better compatibility.
  • Keep it simple – Avoid overly complex forms with too many fields or custom scripts.
  • Monitor submissions – Regularly check that submissions are coming through as expected.
  • Stay updated – Keep your embed codes and integrations up to date with the latest versions.

That’s it!

If you got stuck on a specific task or can’t find a way to execute a particular job, contact our support team via LiveChat or support@sender.net – we’re here to help 24/7.