Custom Form Troubleshooting
Start with the Form’s Activity page and the URL the respondent used. A public Smart Link, a personalized request, and Preview can behave differently.
The Form Is Missing When Sending
Section titled “The Form Is Missing When Sending”- Confirm the Form is Running, with Accept New Responses on.
- Check the selected Location in Launch or Quick Actions.
- Confirm your role allows sending this Form in that Location context.
- For a location-specific Form, use its fixed Location. Global is available only for eligible Forms and users.
A Form can be visible in the directory without being available to send. See Quick Actions.
The Public Link Shows an Unavailable Page
Section titled “The Public Link Shows an Unavailable Page”Check the Smart Link’s enabled status, expiration, and active destinations. For a saved configuration URL, also check its status and fallback setting. Then confirm the selected Form accepts new responses.
Pausing a Form blocks new public starts and new request actions. Customers can still finish personalized requests that were already issued. See Smart Link troubleshooting.
The Wrong Form or Location Opens
Section titled “The Wrong Form or Location Opens”A Smart Link with several destinations rotates new visits. Open Setup to review the active destination list and use View effective settings for any saved configuration.
A fixed Form keeps its own Location. A global Form can use valid link or Journey context, or ask the visitor to choose a Location when configured. Test in a fresh private window to distinguish a new visit from an unfinished response on the same device.
A Field Is Missing or the Form Will Not Submit
Section titled “A Field Is Missing or the Form Will Not Submit”- Save builder changes before testing a live URL; Preview can show unsaved changes.
- Check the element’s Hide Element setting. It is a static visibility setting, not a rule based on another answer.
- Review required fields, accepted formats, selection limits, and the validation message shown to the respondent.
- Use Customer Email and Customer Phone for the respondent’s contact details. A Text Input in email or phone mode only captures ordinary answer data.
See Field Types for the available elements.
A File Upload Is Rejected
Section titled “A File Upload Is Rejected”Check the File Upload element’s allowed file types and Maximum Files. A Form can have up to two upload elements; each can allow up to six files, with a maximum of 10 MB per file. The configured limit may be lower.
Documents must be enabled to accept PDF, TXT, or Markdown files. If image-use consent is required, a respondent who uploads images must also select its checkbox. See File Upload.
Marketing Permission Did Not Change
Section titled “Marketing Permission Did Not Change”Permission choices require a valid Customer Email or Customer Phone value and a successful submission. Leaving a choice unchecked does not revoke existing permission. Changing the contact value requires a fresh choice.
If the exact contact cannot be safely associated with a customer, the choice can remain with the response as evidence without making the customer eligible. Existing unsubscribe, STOP, and complaint restrictions still apply. Review the customer’s Contact Methods and Permission history. See Request Marketing Permission.
A Response Is Missing from Activity
Section titled “A Response Is Missing from Activity”Confirm that the respondent submitted the live Form. Preview uses example data and cannot create a real response. A request marked Sent or Prepared on device is not proof of submission.
Check the Form, Location, activity filters, and your access. If a question was removed from the builder, its historical answer remains with earlier submissions. Changing response keys can separate old and new answers in reports and exports.
The Expected Completion Page Does Not Open
Section titled “The Expected Completion Page Does Not Open”Check Build & Configure > After Submission and confirm its target is still available. Use a Smart Link when the next step should be another Form or Review Flow. A missing linked destination uses the completion behavior for the delivery route; embedded Forms and personalized requests can differ from public Smart Link submissions.
Test the route customers will actually use. Preview intentionally disables actions that submit data or leave the preview.
Get More Help
Section titled “Get More Help”Share the Form name, Location, response record if one exists, approximate time, entry method, and exact validation or error message with support. Describe the expected result and the last step that worked.