Leads no longer populating

[RAckerman4]

Hello,

I have a client who is using Hubspot to track leads. Their website is on Wordpress and we have the site and all forms integrated correctly. Leads have been populating in the contacts section on hubspot fine until this week. Now we no longer see them coming through. However, if I check the "forms" section and click on a specific form, I can see submissions there: 

Some show the full contact info here and some say unknown. But none of them are showing on our contacts dashboard.
Any help would be appreciated

[franksteiner79]

Hi @RAckerman4 

Have you checked what it says when you click more details in the forms submission?

I have seen "no contact record" in two cases:

1. When a contact has been deleted but the form submission remains.
2. When form submission did not contain or did not match the email field and therefore no contact was created.

Frank

[RAckerman4]

@franksteiner79 first, thank you very much for your quick reply.

yes- one does show that the email had a wrong period but the 2 other submissions did not and were all correct. Any further thoughts on way those werent pulled into the contacts?

[franksteiner79]

Hi @RAckerman4 - without seeing these other two submissions, I don't know.

When you say "none of them are showing on our contacts dashboard." what does that mean?

• Are we talking about an actual dashboard (as in reporting) or do you mean the contact view?
• Regardless of which you mean, does any of these have any filters applied?
• If it is a reporting dashboad, what are your report filters?

Just to rule out the obvious, if an existing contact fills out a form they won't show as a new contact.

Frank

[RAckerman4]

@franksteiner79 thank you. I mean on the contact dashboard. There are no filters set. 

[franksteiner79]

Okay @RAckerman4 , so have you:

• searched for the "the 2 other submissions", that you can see in the form submission, in the contact view/or in the CRM?
• clicked on the "the 2 other submissions" showing in the form submission and checked how and when it got originally created?

Frank

[RAckerman4]

Hi, 
Neither of them show in the form submission. It is the form called "contact"- and it shows zero contacts. But they filled in this form (we have it also tracked in wordpress so we have the details there.

[franksteiner79 · Accepted solution]

Hi @RAckerman4 

What do you mean when you say "we have it tracked in Wordpress"? The form isn't showing any submissions soni suggest following these troubleshooting steps to find out what the cause could be.

Frank