Troubleshooting

Find your problem below. Each one says what is wrong and what to do.

My form is empty on my website

The form is shown only on websites you allow. Until you add yours, the frame stays empty, and the console of your page says why after a few seconds.

1. Open the form’s Settings and add your website.
2. Publish the form again. The list takes effect when you publish.

Check the address too. my-site.com and www.my-site.com are different websites, so add both. *.my-site.com takes every subdomain, like www.my-site.com, but not my-site.com itself, so add that one too. The site must use https. See allowed websites.

My own HTML form gets a 403

This is the same cause. A post from a website that is not in your list is refused with a 403. Add the website in Settings and publish.

My changes are not on the live form

People see the version you last published. Click Publish again after you change the form.

I do not get an email for each response

• Open the form’s Settings and check that Email me for each response is on.
• The email goes to the address you signed up with. Look in its spam folder too.
• A response over your plan’s limit is held back and sends no email. See Responses.

More in Email notifications.

A response is missing from the table

It may be held back. When your plan’s response limit is reached, new responses are saved but not shown. A message above the table says how many. Upgrade and they appear.

A file will not upload

• The kind of file may not be allowed by the question. The line under the drop zone says which kinds it takes.
• The file may be too big. A file can weigh up to 10 MB on Free, 25 MB on Pro and 40 MB on Business, or less if the question asks for less.
• A file whose name says one kind but whose content is another is refused.

See Collect files.

An option is switched off in the builder

Some options need a plan that has them, like a regex pattern, several files in one question or a payment. The builder shows the option switched off with the plan that has it. A form that uses one cannot be saved on a plan without it.

My webhook calls do not arrive

• The address must start with https:// and be a public website name. An address that is a number or is on a private network is refused.
• Reply with a 2xx within 10 seconds. A call that fails in a way that can pass is tried again after 30 seconds, 2 minutes, 10 minutes and 1 hour. After that it is marked Not sent in the log.

See Webhooks.

An invitation does not work

An invite is good for 24 hours and for one use. After that the link says it has expired or was already used. Ask for a new one in Settings, Members & Roles. See Members and roles.