Not receiving all submissions

  • Resolved clearvertical

    (@clearvertical)


    7 years, 4 months ago

    Hi,

    I have a strange issue on our clients website. They receive most of their submissions but not all of them (junk folder has been checked). When I go into Contact Form DB the submission doesn’t show. We have HubSpot integrated with it and we can see the submission in there, but the email never comes through or gets stored in Contact Form DB. Have you ever had a similar problem before? I have looked around and can’t find anyone whose had this issue before.

    Regards,
    Aimee

Viewing 5 replies - 1 through 5 (of 5 total)
  • Thread Starter clearvertical

    (@clearvertical)

    Update: I spoke to our hosting provider and gave them one of the email addresses where the submission didn’t come through and they said there is no log at all for that email address in the mail logs

    Thread Starter clearvertical

    (@clearvertical)

    Ok sorry, I’ve figured out the problem. Its the captcha code. It logs the submission into HubSpot even if the person doesn’t complete the captcha code. Now I just need to figure out if there’s a problem with the captcha or if these people just gave up and didn’t click it lol.

    I have seen the exact same issue on our site where I see the submission in hubspot but nothing comes through on contact form DB, email to us or email logs outbound.

    Seems really random the ones that don’t get sent but it is really concerning if we are not getting all form fills as we use hubspot free as a backup CRM and the only way I noticed this was happening was by chance.

    Are you sure it is caused from recaptcha? How have you verified this?

    Thanks!

    Thread Starter clearvertical

    (@clearvertical)

    Hi,

    I definitely think it’s the recaptcha myself. I did a fews tests by filling out the form (clicking on the recaptcha and then not clicking on the recaptcha) When I didn’t click on the recaptcha then hit submit on the form it added all the details from the form into Hubspot, even though the form didn’t actually send. I still don’t know if there’s an issue with the recaptcha as I can’t see any issue myself but it does seem strange that people would go to the effort of filling out the form but then not doing the recaptcha!

    I just tried what you said on our site: submit form without submitting check mark on recaptcha and you are right, I immediately get a hubspot submission notice but of course no emails, contact form db, etc.

    I did get this notice on the form itself “Failed to send your message due to suspected spam, if you continue to have issues, please email the address at the top of the page.” so you would hope that someone submitting form would see it and realize the form had not sent.

    Very concerning in many ways, but then again the recaptcha is doing what it is supposed to. I wonder how reliable the invisible recaptcha is?

Viewing 5 replies - 1 through 5 (of 5 total)
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