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Pop-up forms not displaying

Last updated: September 15, 2023

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

All products and plans

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.

The HubSpot tracking code is not installed on your site

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.

You have previously dismissed your pop-up form

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. 


You have previously submitted your pop-up form

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.

The pop-up form is set to display in the same place as a chat widget or feedback survey

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.

There are two or more pop-up forms set to display on the same page

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. 

The visitor does not meet targeting rules set for the form

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

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