We used to use one booking site, but we switched several months ago and changed the HubSpot form to redirect to the new booking site after submission.
When my HubSpot form is submitted (even tried in Chrome Incognito) with the exact match of name, email, and phone to a contact that was created a few months ago when the form used to redirect to the former booking app, it still re-directs to that old booking app now when the form is submitted. Any new contact or any variation in capitalization of name, etc for existing contact has it redirect to the correct new booking site. Viewed page source and see no reference to the old booking site. Any suggestions on how to track this down?
Hi @BaggyJones,
HubSpot redirects can be specified in two places: in the forms editor and in the landing page editor. Unintuitively, changing the redirect setting in one tool does not make you aware of the fact that the other tool still has conflicting redirect information.
Before we check this, could you confirm that after changing the form, you clicked the orange Update button in the top right corner? This is required for changes to reflect in the live form. Until then, they’re only in draft mode.
After doing so, please find the landing page the form is embedded on. Within the landing page editor, click into the form module and the left sidebar should open. Check if there is another redirect specified here and if so, change it.
Let me know if that works!
The form is live, and as I said is redirecting to the correct new URL for new submissions, but clients who submitted prior to the change and then do a new submission now are still being directed to the old URL. When searching the source code on the page with the form, there is no reference to the old URL. This is not on a Hubspot Landing page, but embedded on a page on our website.
Hey @BaggyJones it’s entirely possible these visitors have a cached version of your website. It depends on how your website is setup to cache information, if it has a long cache time they will have the old form information saved locally and this may be causing this issue.
Can any of these users recreate this in an incognito browser or a different browser?
Are you using the standard HubSpot form embed code or is this customised in any way? It would be great to get a link to the page to verify if there’s any scripts causing this.