Problem: Traffic from website pages to landing pages seen as "referral"

[ClaraToledo]

Hi guys!

As you can see by the screenshot, most of the leads that fill out my contact form are seen as referral from my own website, since my contact form is on a Hubspot landing page. I end up not being able to track conversions by their actual sources (organic, paid, etc).

The domain I use for the landing pages is integrated with GA4 through tracked integrations on Hubspot, and is also set as connected domain on GA4.

How can I fix this? Is there a step I am missing? I know having the form on an actual site page, not on a hs landing page, would fix it, but I am unable to change it right now.

Thanks in advance!

[ClaraToledo]

Frank, this is what I found: 

I can see our HS ID on the source code for the website (we use the HS plugin for Wordpress), but when I check network on "inspect", I don't see the HS script being fired. 

I followed this thoubleshotting article. 

I am guessing there's a problem with the wordpress plug-in or something related. Is this something easily solvable, or should I contact support right away? 🤔

Thanks!

[franksteiner79]

Hey @ClaraToledo 

I would definitely as HubSpot Support to take a look.

Could you do two things in the meantime:

1. Can you share your website URL with me, I just want to check something.
2. Can you check the HubSpot traffic analytics view and see which Sources are being shown? If the HS tracking code is working properly on your website, its URL should come up as an option. Or you can simply search for your website domain in the "pages" tab.

Thanks

Frank

[ClaraToledo]

Hi Frank! 

1.  Website url: www.intelipost.com.br (we have another Bussiness Unit for the website www.pegaki.com.br,  so that's why it also appears in "Pages". www.agileprocess.com.br is also another product website for our company with the HS tracking code - we'll have another BU for it in the near future). 

2. Page analytics: 

Referral sources: 

3. Some extra information: 
Our primary/secondary domains of all BUs looks like this: 

[franksteiner79 · Accepted solution]

Hmm, I'd definitely flag this with HubSpot Support and ask them to take a look.

Either something is wrong with the plug-in, there is a setting in WordPress that's causing this, or something else is going on.

Sorry I can't be of more help, but keep me posted.

Frank

[ClaraToledo]

No problem! I'll talk to support. 

Thank you for your time! 🙂 

[franksteiner79]

Hi @ClaraToledo 

You just need to activate the cross-domain linking in the tracking & analytics settings.

Then conversion will stop showing as referrals and instead will show the actual source.

Hope that helps!

Merry Christmas

Frank

[ClaraToledo]

Hi Frank! Thank you for your answer. 

I checked the setting you mentioned - cross-domain linking - and it is already turned on for all the landing page urls we use 😞 

Going though the Report and Analytics tracking page, I found these exclusions, probably made by other users of our company account: 

Could this be the problem? Shoud these settings be like this? 

Thanks again for your reply and your attention, merry christmas! 

[franksteiner79]

I see, no that would mean it excludes that traffic from referrals, which it doesn't do, right?

Do you have the HubSpot tracking code on your website?

If cross-domain linking is on, the only reason why HubSpot would see your website as an (external) referral is that HubSpot tracking code isn't installed on it.

So for HubSpot the journey starts on your landing page, and your website (the external entity is the source).

Can you check that?

Frank