Last updated: September 15, 2023
If your published pop-up form is not appearing on your site, ensure that the correct pop-up form location URLs are set up. If the location URLs are set up correctly, your pop-up form may not display for the reasons listed below.
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 are set up on your site with the HubSpot tracking code. If the tracking code is not present, the pop-up form will not appear. Learn how to check if the HubSpot tracking code is installed on your site.
Please note: pop-up forms are not supported in Wix due to the way the HubSpot tracking code is installed.
When you create a pop-up form, you can determine how much time should pass between when a visitor dismisses your pop-up form and when it should appear again.
If you choose to show a dismissed pop-up form again after two weeks, and a contact views the pop-up form and dismisses it by pressing the "x" or close button, it will not appear again for them until the two weeks pass.
You can verify if this is the issue by opening an incognito or private window to see if the pop-up form appears.
Once a pop-up form has been submitted by a contact, it will not display for them again. You can verify this by opening an incognito or private window in your browser to see if the pop-up form appears.
If you've set up a customer feedback survey to appear on your page in the same place as your pop-up form, the pop-up form will not appear. Similarly, if you have a chat widget set to appear on your page and your pop-up form is set to appear in the bottom right corner, the pop-up form will not appear.
If there are two pop-up forms with different flow triggers set to load on the same page with the same location, the pop-up forms may conflict each other and may not appear.
If the visitor does not meet the targeting rules set in the form, the form will not display. This can also happen if the visitor is not tracked.