We have a number of forms set up on our website. 95% of the time, when someone completes a form and presses submit, we get an email with all the details.
But not always. I know it’s not working, because pressing submit redirects the person to another page (an external payment page, because payments are supported by HubSpot in my country yet). I can see them making a payment, but the form they filled out in order to get there hasn’t captured data.
What could cause this from happening? Why would almost every form completion result in an email, but not for some? In these cases, there is no record at all of the person on our website. No contact data created, and therefore no record of them viewing a page. Or, if they are already a contact, there’s no record of them visiting the page where the form lives.
I am tearing my hair out. A HubSpot tech looked in to it, but said they needed ‘concrete evidence’ these people were filling in these forms. I don’t have a camera over the shoulder of everyone who visits our site, so couldn’t get any further.
Is there some sort of antivirus that could stop data being captured, and thus forwarded??
Any help or leads would be very much appreciated!!
Hi @DMcMullen,
Happy to help here, definitely a strange situation.
Just to confirm, are you referring to a form or to a payment link or a process that involves both in sequence, one after another? Could you provide a bit more detail to exact steps of the journey?
Is the only way to get to the payment the submission of a previous form? Could there be another way? Is there a chance you can reach out to one of these individuals and ask which path they took just to be sure?
Is the form a HubSpot form or a non-HubSpot form? Can you navigate to the form in HubSpot and check the Submissions tab? Are you seeing any error messages here?
Best regards!
Hi Karsten, thanks for your interest!
In response to your questions:
This is a form, that when completed and you click the submit button, it directs the person to an external payment link.
By going in to developer mode, you could extract the link to the payment page, but that’s a lot of mucking around. I have reached out to a few people whose details weren’t recorded by the form, and they said they just filled out the form and clicked submit.
It is a HubSpot form. A personalised embed code was developed for us by a third party (who we can no longer contact, unfortunately), but I believe that is only utilised on pages where the form is used, in order to prefill fields on the external payment page.
When I go to the submissions tab, all I see are those submissions that were successful. There are no errors, and nothing else appears untoward.
Cheers, Dave.
Hi @DMcMullen,
The personalized embed code is the only thing that stands out and could be off – how exactly was the code customized and what is it doing that the standard code isn’t? If you cannot reach out to the third party who created it, can you work with a new vendor to check it?
I haven’t experienced forms straight out not recording input so it seems most likely that this is what’s breaking the process.
Best regards
Hi Karsten, thanks for your continued help! Much appreciated.
You will have to excuse me if I use the wrong language or phrasing here, as my web skills aren’t exactly crash hot!
The forms themselves appear normal. However, on the landing pages where we use them, there is an embed code behind the submit button. This directs the user to an external payment page, and also contains some prefill information (eg, the name they entered into the form on our website can be carried over to the form on the external payment page).
From what I can see, this javascript is the only custom work that’s been done. I’m not really very good with javascript, so fear we may need to reach out to someone else to tidy things up (which quite frankly **bleep** when you’re a charity).
Hi @DMcMullen,
Thanks for this added context. It does however sound like that’s the part which is likely causing the issue. You can try starting a new thread in the developers section of the community and posting the code – maybe someone will spot the issue.
Best regards
Hi @DMcMullen,
Thank you for reaching out to the Community!
Thank you @karstenkoehler for all the help, and as you mentioned, creating a post in the Developer Forum is a good idea since there is a custom embed code on the submit button of the form.
First, I’d like to ask clarifying questions:
- Is this a HubSpot form?
- Is this a HubSpot page?
- Is the payment link on an external page with an external form?
- Could you please share the embed code used?
- I understand that the issue is with the external page with the external form, right?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
I’d like to share these article that might help you:
- Troubleshoot HubSpot forms
- Troubleshooting non-HubSpot Forms
- Pop-up forms and non-HubSpot forms | Frequently Asked Questions
Hey @Jaycee_Lewis, do you know what could cause the issue here, please?
I also wanted to invite a couple of subject matter experts to this conversation @tjoyce, @alyssamwilie and @salty_stephen do you have any suggestions to help @DMcMullen, please?
If anybody else has anything to add and/or share, please feel free to join in the conversation 
Thank you and have a lovely day!
Best,
Bérangère