Pop-up forms and non-HubSpot forms FAQ

Last updated: March 11, 2021

Applies to:

All products and plans

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

Pop-up forms FAQ

Why is the 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 has previously dismissed a pop-up form, they won't be presented with that same pop-up form for 14 days. If a visitor dismisses a pop-up form on a page it will also hide any other pop-up forms on that page. The dismissed form will not display on the page for 14 days however the other pop-up forms on the page will display on the next session until the visitor dismisses or submits on them.

If they have previously submitted that pop-up form and are viewing a page with that same pop-up form in the same browser without clearing their cookies, they will not be shown the same pop-up form again. They will be shown the next active pop-up form for that URL that they are eligible for, if any.

Flow triggers

If there are two pop-up forms with different flow triggers set to load on the same page with the same location specificity, the pop-up forms may conflict each other and may not display until one pop-up form has been dismissed. 

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, the two pop-up forms may not load when they are triggered respectively.

Pop-up form location

When evaluating 2 or more pop-up forms that should load in the same area, there is a set of rules that control which pop-up form should load based on which has the most specific targeting rules. HubSpot prioritizes the targeting rules 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 display. This applies to pop-up forms that have the same flow triggers (on 50% page scroll, on exit intent, etc.) or the same type (pop-up box, dropdown banner, etc.).

Last updated

If multiple pop-up forms are active on a page with the same location specificity, the same trigger, and have the same 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 identify contacts who have submitted a pop-up form?

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?

Due to the nature of pop-up forms' HTML structure, targeting these elements with your own CSS for custom styling is not recommended.

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

No, it is not possible to use pop-up forms to have users 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 that changes the blog email subscription contact property (or any other contact property that's used as list criteria for your blog subscription list) and enroll contacts who have completed your pop-up form.

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 section Where should this button link to?.

If any other type of pop-up form 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?

In the Notice and Consent / legitimate interest (GDPR) section when configuring your form, you can select the subscription type for the pop-up form.

Non-HubSpot forms FAQ

How do non-HubSpot forms work?

  1. Using the HubSpot tracking code, the tool will track each anonymous visitor to your site with a cookie.
  2. When someone fills out any form on your site, HubSpot will associate the visitor with their email address and generate a contact record. The same occurs when a contact submits a pop-up form.
  3. You'll receive an email with a link to the new contact record, complete with values populated for the fields on your collected form and all of their visit history.

How do I integrate my website forms?

Once your tracking code is installed, the tool automatically detects and integrates with your contact and comment forms that contain an email address field on your website. No further setup is required. You'll see these non-HubSpot forms in your 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>, collected forms 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 an <iframe>
  • Form has JavaScript bound to the form submit event or submit button click event. This is how submissions are captured, and any other events can prevent HubSpot from recognizing a submission.
  • Form was introduced after the page completed loading. Collected forms scans the page as soon as it loads and listens to submissions on forms that were present at that point.

Do non-HubSpot forms work with WooCommerce?

Due to the way WooCommerce submits forms, HubSpot is unable to provide tracking for those forms. However, if a visitor submits a supported form on your site, HubSpot will be able to track them on WooCommerce product pages.

Why do I not see my non-HubSpot forms 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 collected forms tool, you can rename it to make it identifiable for you and your team.

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. Due to 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. Non-HubSpot forms will also check for number fields on the form and use a formula to identify if this number could possibly 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. Should sensitive information ever get captured incorrectly, contact HubSpot. For more information, see the HubSpot Privacy Policy.

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.