Frequently asked questions

Last updated: April 5, 2018

Available For:

Marketing: Free, Starter, Basic, Pro, Enterprise
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As you use the forms tool in HubSpot, there may be some questions that come up along the way. This page provides answers to address some common questions, as well as specific questions that may have come up while implementing your forms.

Does HubSpot track activity before a contact converts on a form?

Yes. When someone visits any page with your HubSpot tracking code, HubSpot drops a cookie on the visitor's browser to track the visit. Then, when the visitor converts by submitting a form, HubSpot associates the cookie from their previous visits with the newly created contact record in HubSpot. This activity will appear on the contact's timeline.

If a visitor clears his or her cookies before submitting a form on your website, HubSpot will not be able to associate previous visits with this new contact.

Can I embed a form in an email?

No, it is not possible to add forms to your emails. Forms are not supported in email across common email clients due to security risks. Instead, it is best practice to place a call-to-action or a link to landing page with a form in the body of your email.

Can I customize my form's JavaScript and HTML?

HubSpot forms are built with JavaScript, not HTML. Customizing the form embed code requires the help of a developer who knows how to work with JavaScript.

Any customization that goes beyond adjusting the form embed code must be done with a custom-built form and the HubSpot Forms API.

Why do I have more form submissions than contacts?

Form submissions are recorded any time the Submit button on a form is clicked. If a form is submitted multiple times with the same email address, only one contact will be created, but each form submission will be recorded.

If a contact is deleted from HubSpot, their form submission will still appear, but they will no longer show up in a list based off of form submissions since they are no longer in your system as a contact.

Why do my form fields show up with my own information already filled in?

HubSpot forms pre-populate fields with known values by default. This is done by associating the tracking cookie in the web browser with the existing HubSpot contact. If you have filled in the the form as a test, you'll see your own information when you visit the form again. 

Can I use a company property as a field on my HubSpot form?

No. Only contact properties can be added as a field on a HubSpot form.

If you have a Marketing Hub Professional or Enterprise account, you can add a contact property as a field on your form in place of your company property, then use a workflow to copy the value of that contact property into a company property.

How do I set a contact's lifecycle stage upon a form submission?

When a contact fills out a form, their lifecycle stage will be set to Lead by default. You can set a different lifecycle stage in one of two ways:

  • Add the Lifecycle Stage property as a hidden field to your form and set a default value.
  • Set the Lifecycle Stage property with a workflow (Marketing Hub Professional and Enterprise only).

Can I redirect visitors to different thank you pages based on their form responses?

No. It is not currently possible to send visitors to different thank you pages based on how they respond to questions on your form, unless you use a custom form with the HubSpot forms API.

If you have a Marketing Hub Professional or Enterprise account, you can use workflows to send different follow-up emails based on how contacts filled out a form.

Why is data from my form going into the wrong field?

Changing a field's label on your form has no effect on the contact property itself. The label can be edited to change the way the field presents data (e.g., Sales Category vs. What sales category would you consider your business?). For picklist items, changing the label does not change the name of the field.

The value is what appears in your form submissions and what appears in your contacts' records, not the label. Note that changing the field label has no effect on the contact property name or values themselves.

If you change your First Name field's label to Last Name, this does not change where the data will live; this only changes the way the data is presented.

Why do I see "No contact" in my form submissions?

The email field is a required field to create a contact in HubSpot. If this field is not included and required on your form, you will see No contact on your form submissions. Alternatively, this could mean that the contact associated with the submission has been deleted.

Please note: if Email is included and required, the contact has most likely been deleted from your portal. Their submission details remain, but you cannot open a contact record for that contact, as they no longer exist. This will also display as No contact.

Why doesn't my live form show my changes when I saved them?

When you edit your form and click Save in the upper right-hand corner, your changes are saved in the form editor, but won't take effect on your published page. In order for your changes to show on on your live form, you need to click Publish in the upper right-hand corner.
HubSpot Help article screenshot

Can I customize form submission notification emails?

No, the form submission notification emails that are sent when one of your forms is submitted are not customizable. These emails include basic information about the form and properties that the contact filled out.

If you have a Marketing Hub Professional or Enterprise account, you can use workflows to create and send custom internal notifications in addition to the default form submission notifications.

Can I use smart fields and progressive profiling in a form when I have disabled cookie tracking?

No. When cookie tracking is disabled on a form, there's no cookie for the form fields to reference for a contact. The form no longer reads or captures a cookie, disabling smart fields and progressive profiling.

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