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Pop-up forms and non-HubSpot forms | Frequently Asked Questions

Last updated: November 15, 2023

Available with any of the following subscriptions, except where noted:

All products and plans

Find answers and general information quickly about the pop-up forms and non-HubSpot forms tools in HubSpot.

Please note: the pop-up forms tool is being sunset and will be phased out. Starting 17th July, all Starter, Professional, and Enterprise users will no longer be able to create or clone pop-up forms. Users will still be able to edit, delete, and unpublish existing pop-up forms. It is recommended to use the new CTAs tool to create sticky banner, pop-up box, or slide-in CTAs instead.


Pop-up forms FAQ

Why is a pop-up form not appearing?

Learn more about why your pop-up form is not displaying on your site.

What will my visitors see if I have multiple pop-up forms active on a page?

The following rules determine which pop-up form your visitors will see when viewing a page with multiple active pop-up forms.

Previous pop-up form submission or dismissal

If a visitor previously dismissed a pop-up form, that same pop-up form won't appear again until after the Show dismissed pop-up form again after time period has passed.

If a visitor dismisses a pop-up form on a page it will also hide any other pop-up forms on that page. However, any other pop-up forms on the page will appear during the next session until the visitor dismisses or submits the form.

If a visitor previously submitted a pop-up form and then views the same page in the same browser without clearing their cookies, the same pop-up form will not appear again. If there are any other pop-up forms on the page, the next active pop-up form for that URL that they are eligible for will appear, provided that the visitor meets the targeting criteria.

Pop-up form triggers

If there are two pop-up forms with different triggers set to display on the same page, the pop-up forms may conflict and not appear until one pop-up form has been removed. 

For example, if one pop-up form is set to load on all pages and is triggered on 50% page scroll, and a second pop-up form is set to load on all pages and is triggered on exit intent, either or both pop-up forms may not load even when triggered respectively.

Pop-up form location

When evaluating two or more pop-up forms with the same form type and location, HubSpot prioritizes the targeting rules based on specificity in the following order:

  1. Website URL is: targets the specific URL of the page and is an exact match.
  2. Query parameter equals: targets a specific query parameter found on the page.
  3. Website URL begins with: targets the beginning of the URL of the page.
  4. Website URL contains: targets a word that’s found in the URL of the page.

For example, if you have a pop-up form set to load on All pages and a pop-up form set to load on a specific website URL, such as, the pop-up form set to load on will appear.

This applies to pop-up forms that have the same triggers or the same form type.

Last updated

If multiple pop-up forms are active on a page with the same targeting rules and have the same form type (pop-up box, dropdown banner, etc.), the most recently updated pop-up form will display.

If the user has previously submitted or dismissed the most recently created pop-up form, they will be shown the next pop-up form they are eligible for.

How do I use a pop-up form as a contact filter, list criteria, or workflow enrollment trigger?

When you add a contact filter or list criteria based on Form submission, all pop-up forms will have the words Pop-up form preceding the pop-up form name.

If you have a Marketing Hub Professional or Enterprise account, you can enroll contacts who have submitted a pop-up form into a workflow by using Form submission as an enrollment trigger and selecting the pop-up form.

Can I customize the style of a pop-up form with my own CSS?

Because of a pop-up form's HTML structure, it is not recommended to apply your own CSS for custom styling.

Can I use pop-up forms to subscribe contacts to my HubSpot blog?

No, it is not possible to use pop-up forms to have contacts submit your HubSpot blog subscription form. Learn how to manually add contacts to your subscriber list.

If you have a Marketing Hub Professional or Enterprise account, you can set up a workflow to enroll contacts who have completed your pop-up form and update the blog email subscription contact property (or any other contact property that's used as list criteria for your blog subscription list).

Why is my pop-up form not tracking clicks or click-through rate?

HubSpot only tracks clicks and click-through rate for pop-up forms that have Form step selected in the Callout tab. If any other option is selected in this section HubSpot will track views only.

How do I select the subscription type a contact is consenting to on my pop-up form?

When configuring your form, you can select the subscription type for the pop-up form in the Data privacy options section.

Non-HubSpot forms FAQ

How do non-HubSpot forms work?

When the HubSpot tracking code is installed and the non-HubSpot forms setting is turned on, HubSpot will track visitors to your site with a cookie.

When the tracking code fires on each page load, HubSpot will scan the page for any supported forms

If someone submits a non-HubSpot form, HubSpot will associate the tracked visitor with their  email address and create a contact record. The record will include values from the submitted form fields and their visit history.

How do I integrate my website forms?

Once your HubSpot tracking code is installed and the non-HubSpot forms setting is enabled, HubSpot will automatically detect and integrate with any supported forms. No further setup is required.

After at least one form submission, you can view your non-HubSpot forms in the forms dashboard. In your HubSpot account, navigate to Marketing > Lead Capture > Forms.

Do non-HubSpot forms work with my form builder?

Provided your form is a static HTML form, wrapped in a HTML <form> tag and not contained inside an <iframe>, HubSpot should be able to capture the submissions.

Some common reasons why HubSpot would not be able to capture submissions on forms are:

  • Form is not enclosed in <form> tags.
  • Form is contained inside <iframe> tags.
  • Form has JavaScript bound to the form submit event or submit button click event. This is how the tool captures submissions and any other events, and can prevent HubSpot from knowing when submissions occur.
  • Form was introduced after the page completed loading. The tool scans the page as soon as it loads and listens to submissions on forms that were present at that point.
  • Form is on a single-page app. In most single-page apps, the HTML is not loaded when navigating to another page. As a result, HubSpot cannot capture these form submissions. 
  • Form contains a sensitive field, such as credit card number.
  • Form contains hidden fields. The tool does not collect information from any hidden fields.
  • The email field is not an email type input, as in: <input type="email">.
  • Form is not using a standard <input type="submit"> button for its form submission. The form must have a standard <input type="submit"> button to capture submissions.

Why aren't my non-HubSpot forms appearing in my forms dashboard?

Forms will only appear after the first submission has been captured.

The tool identifies forms on your website based on the CSS selector of the form. This means that if your form has a CSS ID of "gform_7." this will appear in your forms dashboard as "#gform_7." Once a form appears in the non-HubSpot forms tool, you can rename it to make it identifiable for you and your team.

Why are all my non-HubSpot form submissions appearing in the same form?

HubSpot groups form submissions based on the CSS ID or class attribute of your non-HubSpot form. If you have multiple forms with the same identifiers, submissions to these different forms will be associated with the same non-HubSpot form in the forms dashboard. 

To prevent this, you need to change the CSS ID or class attribute for your different non-HubSpot forms in your external form provider. 

Why did the tool flag a form submission?

HubSpot can identify if your non-HubSpot form has any sensitive fields, such as a password field or a credit card field. Because of the sensitive nature of this information, and the fact that HubSpot stores form submissions in plain text, HubSpot will not capture this information on a form.

HubSpot checks for sensitive information by scanning the form for field labels that suggest credit card information is present, such as credit card, card number, expiration, expiry, CCV, CVC, CVV, secure code, Mastercard, American Express, and AMEX. HubSpot will also check for number fields on the form and use a formula to identify if this number could be a credit card number.

Although HubSpot uses this logic to prevent sensitive information from being captured, the data that is captured is your responsibility. If sensitive information is captured incorrectly, contact HubSpot Support. For more information, see the HubSpot Privacy Policy.

Why is my customer's password appearing in their form submission?

If the password field on your website has make password visible functionality, HubSpot will read it as a text field. This can result in the HubSpot tracking code capturing the input password data.

To prevent passwords from being submitted, check that your password field meets at least one of the following criteria:

  • The type for the input field is "password" and not "text", such as <input type="password"> , rather than <input type="text">.
  • The name for the input field is "password", such as <input name="password">
  • The label for the field is "password", such as <label for="password">Password:</label>

How do I create an email autoresponder for non-HubSpot form submissions?

It is not currently possible to create a follow-up email for non-HubSpot form submissions directly in HubSpot.

If you have a MailChimp account, you can create an autoresponder in MailChimp to send an email to any new contact added to a MailChimp list through a non-HubSpot form. Learn more about connecting your non-HubSpot forms to MailChimp.

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