Hello,
Just trying to work out why some new contacts are not being automatically added to our contact list when they submit an enquiry. We’ve done many tests from different addresses which all worked successfully, but every now and again a new enquiry will come through but their details won’t get added to the list. I’ve gone through to make sure they haven’t emailed us previously from the same location or email address and that doesn’t seem to be the case. Any idea what could be happening? The form is an external form in Wordpress. Thanks for any assistance.
@Wincrest happy to dig into this a bit - is the form used on multiple pages or just one page?
Can you share a link to the page with the form?
How are you integrating the tracking code for HubSpot? with the plugin or manually?
Thanks for looking into this. The tracking code is implemented as a plugin. Enquiry from can be found here:
You’re welcome @Wincrest and thank you for the link and additional info.
Two more questions:
When you say they aren’t being added to your contact list, are you meaning that they aren’t showing up as a contact in the CRM at all or they aren’t being added to a specific list of contacts?
Also, what details aren’t being added to the list?
They aren’t showing up at all in the CRM as far as I can see. I’ve done searches for the names and all their contact details, nothing to be found. Here is an example of one message that came through. I’ve blurred out their personal information but maybe this might help?..
Hi @Wincrest thank you for sharing - this is very helpful, it confirms the initial form is working as expected which is great.
It also shows the HubSpot Token which you can use to contact support for the plugin - they should be able to trace what is happening with the submissions.
If all contacts stopped showing in HubSpot, it would be easier to troubleshoot, but because it is inconsistent and not happening with all of them I think it would be better to get direct support in this case.
Thanks Jennifer I’ll try there.
You’re welcome @Wincrest , I’m sorry there wasn’t more I could do to help!
