Not Receiving Form Submissions!

[MovexInnovation]

Hi there! 

I have trouble with our contact forms submissions! I ran some tests on our pages because I needed to forward received requests to another colleague and I discover that the forms did not always send the information.

I did multiple tests such as: using another browser, using a private browser, clear the websites cookies/data,  try with my cellphone, use another computer, test from home, get another colleague to test it from her computer as well as her cellphone, try using another email address provider other than our professional one. Sometimes we would receive the form submission, sometimes not. We receive about 8 out of 50 form entries. 

So I am a little out of options here. What could it be that makes it not registering the information and send it to the right email address?  

Thank you!

Here is the website: https://lp.movexinnovation.com/ (we have 5 forms in total) 

[Bernadette3]

Thanks for reaching out, @MovexInnovation. When you submit the form do you see the "form submitted" verbiage? Do the forms show up on your dashboard or are they just missing from your email box? 

[MovexInnovation]

Yes, every time a form was submitted no matter by what browser or device or anything that I tried, there was always an 'it has been submitted' message! The only forms showing up in the dashboard situation are the ones that we received in our mailbox as well. 8 out of the 50 entries I did ended up in our mailbox. All the ones I tried to send but did not go through are not registered and are missing from the dashboard data entries forms as well as in our mailbox. 

[Bernadette3]

When you sent the test forms were you using a real email address or the same one repeatedly? I know we had a bug with contact form submissions a couple of weeks ago and it's possible you are experiencing something related. If you haven't already submitted a support ticket can you please do so? https://www.weebly.com/app/help/us/en (scroll to the bottom of the screen for the contact button)

Also, I just verified that my submission made it through. Did you receive an email? 

[MovexInnovation]

Thank you, Bernadette, for the follow-up!

Yes, your form submission entry did go through, I received an email and I saw it too in the data from the Website. Thank you for trying to resolve the issue, it is highly appreciated! I did use many real different email addresses just to be sure while testing the forms. Yes, I did submit a support ticket as well. 

Plus, I noticed that none of my tests with the 'Mass Transit' form was successful, none of them went through our mailbox.

(If it can help you out to know where the problem is in order to resolve the problem). 

[Bernadette3]

Hm... that looks like a third party form unless you added it since your last post? Let me know if you received another email submission from me. Do you have any other pages using this form builder? 

[MovexInnovation]

Yes, indeed, I did change the forms with a third-party app called 123 form builder just to make sure we receive all the requests we are supposed to have in our mailbox. I didn't know when to expect the issue to be resolved and I do not know since when we are losing precious data from our potential customers, so I could not wait until then and I took action. Plus, we have several marketing campaigns going on that redirect to these pages. If you have other questions regarding the issue I had or how I did my tests so you can fix this, don't hesitate to ask! 

[Bernadette3]

Okay, just wanted to check. It looks like they are still trying to pinpoint the issue, so if you are okay with the alternate form I would stick with it for now. Sorry, I can't remember if you said you also submitted this to support? If not I'll make sure to send the info to the team. I know they are trying to gather as much data as possible. 

[MovexInnovation]

Yes I did submit a ticket to support. You can always contact me by email or phone if needed to answer questions.

Keep me updated on the issue. 

Thank you. 

[Bernadette3]

Okay, great. As soon as I hear any updates I'll let you know.  

[MovexInnovation]

Hello @Bernadette, I wanted to follow-up to see if they were any updates or changes related to the issue I experienced! 

[Bernadette3]

I'm sorry, I don't have any updated information. I do see your support ticket is properly tagged to the open bug, and once there is an update on the bug you should be updated via email. 

[Jen-SHSalumni]

Did this issue ever get resolved?  I ran into the same problem today with several dozen forms submitted not showing up.  All were different emails, but submitted one after another on three laptops during a 3-hour one-time event.

[herbalhealer]

I am experiencing this issue right now too. I was able to receive form entries in the past but they aren't working today. Any news?

[Bernadette3]

Can you both please provide a link to the page with the form? We can test it out to see if they are going through from our end. Can you also please provide your location and whether these were customers trying to submit or if you were just trying to test it out? Thanks!

[Jen-SHSalumni]

Thanks.  The link is https://www.omahasouthalumni.com/seniors-311414.html. I just did a test and it went right through to both my email and the Form Entry log.  My issue happened yesterday at an event where we had dozens of people complete and submit the forms on three laptops. Only 15 were successfully submitted and saved in the Form Entry log.  Incredibly dissappointed in the loss of potential contacts.  The event was at a high school where we were trying to capture contact info for as many HS seniors as possible.

[Bernadette3]

I'm sorry to hear. That's incredibly frustrating. The very first thing advanced support is going to suggest is to revert back to a standard Weebly theme, unfortunately. Custom themes are hard for the teams to troubleshoot because of the nature of edited code. Do you remember what edits were made to the html/css area? The second thing they will bring up is the fact that the theme is super old and you would probably benefit to upgrading it to a newer, responsive theme that is regularly maintained. I don't know for certain if the old, customized theme is causing some type of conflicting error with the contact form, but I do know that is the first thing I will be asked. 

Is this our contact form? Or did you add a new one since you were having trouble with the Weebly-built form? 

[gunnric]

We are having the same problem.  It seems the first 4 to 5 entries submit o.k. but none after that.  This happened first with our customer entering it yesterday at their site and then again with us entering the forms on their behalf at work today.  For the time being we have a work around of asking our customers to copy and scan the forms they enter before submitting.

[Bernadette3]

Hi @gunnric Which website is this for and can you post a link to the form. When you say first 4-5 entries, do you mean fully completed forms submitted by the same person, or have you noticed that you receive 4-5 within a certain time frame? 

[givingissocial]

None of the entries entered on a certain date December 6, 2019, registered! We were expecting over 50 registrations using an contact form. Before publishing it, we tested it. And the day after, after realizing the entries on Dec6 didn't register, we tested again, and that test entry came in. What could have happend? Is a mass volume of traffic affecting the contact form to load the entries? This is a big problem for us!

[Bernadette3]

I'm sorry to hear, @givingissocial Can you please post a link to the page with the form so we can test it out?