Troubleshoot HubSpot forms
Last updated: May 26, 2023
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HubSpot forms allow you to gather important information about your visitors and contacts in HubSpot. If you're having difficulty with your form behavior or submissions, review the different common issues and the steps to resolve them.
General troubleshooting steps
If you find that there are form issues, it could be the HubSpot form itself, or the page that the form is embedded on. To troubleshoot the issue, you can test your HubSpot form:
- Open the form's standalone page URL in another browser tab. This standalone page does not have any elements that can affect the form.
- Make a test submission to the form.
- Check the test submission:
- If the submission is successful, the issue is likely related to the page it is embedded on. Check with your developer on the possible elements on the page that could've affected the submissions, such as any scripts or attached stylesheets.
- If the submission was also affected by the same error, get further help from HubSpot.
Troubleshoot common form behavior issues
The following are some common issues you might encounter when setting up your form and the typical steps for resolution. After updating your form, you can try publishing and checking the form again.
|Error||Steps to resolve the error|
Contact did not record a page view when submitting form
|In order to correctly track page views, check that the HubSpot tracking code is installed on your site and firing correctly. |
Contact missing a value for IP Country, IP State or IP City
|HubSpot uses multiple third-party databases to try to match a visitor's IP address to their geographic location. There are two reasons why a contact's IP Country, IP State/Region, or IP City may be blank: |
A field is not appearing on a live form
|After publishing your updated form, if some fields are not being displayed on your form when you add it to a page, it is likely that the form has progressive fields and HubSpot remembers the visitor from previous interactions or testing. Progressive fields are hidden if the visitor has previously filled in the field or if the contact already has a value for the property. |
If you want the field to display consistently, you can add the field as a regular form field rather than a progressive form field.
Property is not available as a field in the form editor
|If a property is not available as a form field, it may be because it is not set up to be shown in forms. To enable a property for display in forms: |
Smart content is not appearing on my thank you page
|You cannot use smart content on a thank you page. When a visitor submits a form and is redirected to a thank you page, there is not enough time for the form to process, and for HubSpot to determine if the contact meets the smart content rules on the thank you page.|
'We had some trouble loading this form. Click here to continue' error
The Click here to continue text is hyperlinked to https://www.hubspot.com/products/marketing/forms?utm_source=share.hsforms.com&utm_medium=referral&utm_campaign=hsforms-redirect, a protected domain controlled by HubSpot. When a visitor clicks the link, they'll be brought to a standalone form page where they can submit the form.
The link includes the full context of the original forms embed code in a query string, as well as the original page information like its title and URL. The form on this standalone page will behave exactly like the original form. Form submission on the standalone page will pass the same analytics information as a submission on your original form.
Troubleshoot common form submission issues
The following are some common issues you might encounter with form submissions and the typical steps for resolution. After updating your form, you can try publishing and checking the form again.
|Error||Steps to resolve the error|
Higher number of form submissions than contacts
|Form submissions are recorded when the Submit button on a form is clicked and processed. These are some common reasons why the number of form submissions may be higher than the number of contacts created: |
Form submission not appearing on the activity timeline of associated objects
|To display a form submission in the activity timeline of an associated object: |
For example, if the form contained a company property set as a form field and this field was populated when the form was submitted, the form submission will appear in the activity timeline of the associated company. To ensure that the field is always populated, you can set the form field to required.
No contact record error
|If you don't allow form submissions without email addresses to create contacts, there are two reasons why you No contact record may be displayed in your form submission: |
No record error
|If a No record conversion page is displayed in your form submission, this means HubSpot wasn't able to determine where the submission occurred. This could be due to two reasons: |
Page visit not recorded after form submission
|When a form submission does not record a page visit it's most likely because the IP address of the visitor has been excluded from your site analytics. |
'No cookie was found for this submission' error
|There may be a number of reasons why you No cookie was found for this submission is displayed in your form submission: |
File removed from contact's form submission
|The HubSpot forms tool is equipped with virus detection that prevents suspicious files from being uploaded in form submissions. If a visitor submits a form with a file and a virus is detected, the message [File name] removed from submission will appear in the submission details.|
Additional company information displaying in my form notification
|If HubSpot has additional company information in our databases, HubSpot will auto-populate this information to the bottom of the notification.|
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