When a Form Does Not Behave as Expected
The problems that come up most, and what fixes them
Most form problems come down to one of four things: work that was not saved, a required field nobody can see, a conditional rule attached to the wrong field, or a mapping that was never set.
Work through whichever symptom matches. If none of them fit, the contact support link at the bottom is the next step.
Known Issues
My fields disappeared after I navigated away
The builder does not save automatically.
Use Save Progress as you work, and always before previewing or leaving the screen.
If the fields are gone, they cannot be recovered — they were never stored. Rebuild them and save as you go. If you had a similar form already, Duplicate from the My Forms row menu is faster than starting over.
The form will not submit, and no error appears
A required field is hidden by conditional logic, so it can never be filled in.
This is the most common cause of a form that silently refuses to submit. The form is waiting on a field the person cannot see.
Go through every field that has conditional logic and check whether it is also marked required. Either make it not required, or make sure every path through the form reveals it.
Test by walking the form on the path where the condition is not met — that is where the problem shows up.
My conditional rule does nothing
The rule is on the field being tested rather than the field being affected.
The rule belongs on the field you want to appear, disappear or be filled in — not on the field whose answer triggers it.
To show Team size when Customer type is Business, the rule goes on Team size.
Also check the operator suits the field type. Comparisons need a numeric field; contains-style checks need a text field.
Answers are not appearing on the contact record
The fields are set to Do Not Map.
Several field types ship set to Do Not Map — text, textarea, number, range and calculated fields among them. An answer to an unmapped field is stored with the completion but never reaches the contact.
Open each field and set Map Data To: a named CRM field for something you will filter or report on, Contact Notes for readable prose, or Profile Data for context you want Segmentation Intelligence to reason over.
Only Heading, Content, Image and File upload fields have no mapping setting at all.
The form is live before I am ready
Draft status does not restrict public access.
A Draft form is already reachable at its public address. Draft only hides the form from Segmentation Intelligence, from connected AI agents and from intelligence-generated email, SMS and broadcasts.
While you are still building, simply do not share the link. There is no setting that closes the form to the public.
As of October 2026 the password option does not change this either — see the next item.
I set a password but the form opens without it
The password option is not enforced yet, as of October 2026.
Turning off This is a public form and setting a password stores the password, but nothing currently checks it. The form remains reachable to anyone with the link.
Do not rely on it to protect sensitive questions. If a form must not be publicly completable, control who receives the link, and avoid asking anything on it you would not be comfortable being submitted by a stranger.
My matrix field looks broken on a phone
A grid of questions needs horizontal space.
Matrix fields put several questions across a shared set of answer columns, which needs width. On a narrow screen the result is cramped or scrolls sideways.
If a meaningful share of your audience is on a phone, replace the matrix with individual linear scale fields. It is longer but far easier to complete.
Always preview at phone width before publishing.
The welcome screen does not show in the preview
The preview deliberately skips it.
Preview Form inside the builder jumps straight to the fields so you can check them without clicking through.
To see the welcome screen as a visitor does, open the form's own public address — the form's name in the My Forms list links to it.
Zero appears to be missing from a number answer
Zero is a valid answer and is stored as one.
A zero on a number, range or linear scale field is recorded like any other value. If a zero seems absent, check that the field is mapped rather than set to Do Not Map — an unmapped field never reaches the contact regardless of its value.
Frequently Asked Questions
Use Duplicate in the form's row menu in My Forms. The copy carries over every field, style and action, arrives as a Draft, and is named after the original with (Copy) appended. Completions are not copied.
Duplicating is the safest way to try a significant change to a form that is already collecting submissions.
View Completions in the row menu, or click the completions count on the form's row in My Forms.
No. Delete the field and add one of the right type. Do this before the form starts collecting submissions where you can, since changing the questions midway makes earlier completions harder to compare against later ones.
The public address does not change, so existing links and embeds keep working.
The name is used as the contact source, so contacts created before the rename keep the old name and contacts created afterwards get the new one.
Open Edit Fields and use Detach Schedule in the left panel. The schedule itself is unaffected and stays available to other forms.
Need More Help?
Still stuck? Get in touch with our support team and include the form's name and what you expected to happen.
Contact Support