Forced Captcha on form is breaking our lead gen!

[Rebecca_Aprao]

We've found the best way to generate engaged leads is to send them a follow-up email once they submit a form. Easy, right? And the functionality is right there in HubSpot.

However - you can only have follow-up emails turned on if you've got Captcha on. Fine, I've turned it on. 

But now, the Captcha just doesn't load with the rest of the form. So now the whole thing is broken, and I can't find any resources to help me fix this. 

You can see the offending form here: aprao.com/pricing

Help, anyone? Big thanks in advance!

UPDATE:

I've had to turn off the follow-up email as we have a significant campaign going out this afternoon and we just cannot afford to have this broken form on the site, so here's a screenshot so you can see what I mean:

That big grey box above the Submit button shows where the Captcha should be. 

[kawells924]

Same. Any update?

[MatthewShepherd]

Hi @Rebecca_Aprao

I believe the Captcha not showing is intentional:
https://knowledge.hubspot.com/forms/prevent-spam-form-submissions

 "If you enable CAPTCHA, Google's invisible reCAPTCHA will appear on your form when you add the form to a page. If Google determines that a visitor is suspicious, they must solve a CAPTCHA challenge before they can submit the form."

If Google determines there's something suspicious about the visitor they will show the capctha and challenge the visitor before allowing the form submission. The grey box doesn't show for me.

I just tested submitting the form and it submits without issue (though the colour of the text submission message should be made lighter to make it visible on the dark background. The 'did you mean' error message on the email field is also a bit dark...visible if you enter test@test.com in your email field. )

[Rebecca_Aprao]

Thanks Matthew but as mentioned in my edit, the grey box isn't showing for you because I edited the form and removed the captcha + follow up emails.

[MatthewShepherd]

Hi @Rebecca_Aprao 

Ah, sorry I didn't see the update.

Could you confirm which browser you are using and if your browser uses any adblocking/privacy extensions such as Ghostery, AdBlock etc. These can potentially interfere with capcthas.

For testing purposes, could you clone the form, turning on follow up emails, clone the page to a different URL, and use the cloned form? That way we can maybe see what's happening. 

[Rebecca_Aprao]

Hi Matthew,

I'm using Chrome, and while I do have AdBlock, I have it disabled for a lot of sites, including HubSpot and Aprao.

I've followed your instructions and I've cloned the form onto a duplicate page, with some of the additional content removed for ease of use. You can see it here: https://www.aprao.com//copy-of-pricing

I've also included a screenshot below. 

Thanks!

[MatthewShepherd]

Hi @Rebecca_Aprao 

The Captcha is displaying correctly for me on your test page (see below). Could you try opening a Chrome Incognito window (with extensions disabled) and let me know if you are still seeing this issue?

[Rebecca_Aprao]

Thanks Matthew! So I've opened this in Incognito, and there's no grey box at all, but there's also no Captcha.  When I disable extensions, the grey box still shows. (I've also tested on Safari: no box at all.)

[MatthewShepherd · Accepted solution]

Hmmm that's certainly strange. Could you try loading the test page from a different IP? e.g. load the page on your mobile while not connected to your office wifi or test the page from home? I'm just wondering if your current network/router could be blocking this somehow.

[ferreirajp_1961]

I am experiencing the same problem.

Could you please help?

[Rebecca_Aprao]

Hi Matthew!

Myself and my colleagues tested this from a number of browsers and locations; we found that those of us using DuckDuckGo as our default search engine had the element blocked as shown in my screenshot. One of our developers tested this and found that this was not only the common denominator, but the cause of the issue.

Now, this is not a hill I'm willing to die on. We're a relatively small B2B startup, and I doubt we will lose many leads over this. But it's certainly not ideal, and rather frustrating given these sorts of things are frequently implemented (seemingly on a regular basis, as I've been using HubSpot for years) without adequate testing.

Thanks for your help, and if you stumble upon a fix at some point, it woudl be great if you could give me a shout. Otherwise I'll close this - not because it's fixed, but because the issue is just not big enough for me to invest any more time and energy into finding a solution!

Many thanks,

Rebecca.