Fix a form that is not being captured
If submissions to a form aren’t appearing in your leads, start with the symptom below that matches what you’re seeing. The first two checks solve most cases.
Nothing from the site at all — no visits, no leads
Section titled “Nothing from the site at all — no visits, no leads”The snippet isn’t running. Run Sites → Test installation:
- “We didn’t find the snippet on your homepage” → the page wasn’t republished, a cache is serving the old version, or the snippet is on a different page. Republish, clear your page cache, re-test. (Caching is the number-one cause of “I installed it and nothing happened.”)
- Snippet found with a different site key → you pasted another of your sites’ codes. Each website has its own — copy this site’s from Your websites → Copy code.
- Site badge went from Active to Quiet after a redesign → the update removed the snippet. Re-add it.
Visits are arriving, but this form never produces a lead
Section titled “Visits are arriving, but this form never produces a lead”Page tracking and form capture are independent — a site can look healthy while one form produces nothing. In order of likelihood:
- The submission has no email address. An email address is the minimum for a submission to become a lead — name and phone alone aren’t enough. If Forms shows this form with “{N} submissions, none had a name or email”, Lead Source is seeing the form but can’t find the email field. Open the form on the Forms screen and confirm which field holds the email — captures start counting from there.
- The form lives inside another service’s frame. Forms embedded
from an outside provider keep their fields inside their own frame,
which the page around them can’t read. What works:
- HubSpot forms — captured directly, nothing to do.
- Jotform — needs Jotform’s delivery connection to Lead Source; if it’s not connected, the Forms screen shows a banner counting the submissions Jotform is holding, with the steps to connect.
- Typeform, Tally, Cognito Forms, Wufoo, Formstack — Lead Source notes the visit so the source can be matched, and the submission itself arrives via that service’s delivery connection.
- Scheduling widgets and other embedded tools (for example Calendly) aren’t form captures — bookings live in that tool, not in Lead Source.
- It’s a search box, login, or sign-up form. Search-style submissions are skipped by design. Login and admin forms are detected and automatically excluded — logins are not leads.
- You tested twice in a row. Identical submissions from the same email within a minute are deduplicated. Wait a minute or vary the email.
It worked for you, but some real customers never arrive
Section titled “It worked for you, but some real customers never arrive”- Safari on iPhone and Mac. Safari limits standard tracking, so a
slice of those visitors can be lost. Fix: Sites → Custom domain —
add one setting with your domain provider (a CNAME record, default
name
track, pointing tocname.vercel-dns.com; the screen shows provider-specific steps, including greying the cloud icon on Cloudflare). About five minutes, and it only affects thetrackaddress — your website stays exactly as it is. - Ad blockers. Strict blockers can stop tracking on the standard address. The same custom-domain setup routes capture through your own domain, which blockers leave alone.
Where to look when you’re not sure
Section titled “Where to look when you’re not sure”- Sites — the per-site badge (Active / Quiet / Inactive) and Test installation.
- Forms — per-form status (Tracked / Needs review / Needs a check / Excluded), the no-email warning line, and provider-connection banners.
- Leads → Filtered submissions — real people occasionally get caught by the automatic filters; each entry shows the reason, and Not spam, restore → puts them back. (Restoring doesn’t send any notification or automatic reply — use Reply by email on the lead if you want to reach them.)
- Settings → Capture status — confirms background processing is healthy; “No failed jobs, everything is running normally.” is what you want to see.
Expected result: the form shows Tracked on the Forms screen and a test submission with a real email appears in Leads within about 30 seconds.
Still stuck after these? Contact us with your website address, which form, and what you’re seeing — a real person will dig in.