Troubleshooting: Responses Not Saving

Solve issues where form submissions aren't being saved or appearing in your FormRobin dashboard.

Common Symptoms

• User submits form but response doesn't appear in dashboard
• "Submission successful" message appears but no data saved
• Response count doesn't increase after submissions
• Partial responses saved (some fields missing)
• Responses saved but email notifications not sent

Step 1: Verify Submission Actually Occurred

1. Go to Forms ➜ select your form
2. Click Responses tab
3. Check the response list and count
4. Try sorting by date (newest first)
5. Check if response appears on page 2 or later

Tip: Use the search/filter feature to locate specific responses.

Issue: Validation Errors Preventing Submission

Possible Causes

• Required fields not filled
• Invalid email format
• Number field contains non-numeric text
• Phone number format incorrect
• Conditional logic requirements not met

Solutions

1. Test submission yourself: Fill out the form completely to reproduce the issue
2. Check required fields: Ensure all required (*) fields are completed
3. Verify field formats: Email fields need valid email addresses, number fields need only digits
4. Look for error messages: Red text under fields indicates validation errors
5. Review conditional logic: Hidden required fields can prevent submission
6. Simplify field validation: Remove unnecessary required settings to test

Issue: reCAPTCHA Blocking Submissions

Possible Causes

• Low reCAPTCHA score (bot-like behavior detected)
• reCAPTCHA misconfigured
• Missing or invalid reCAPTCHA token

Solutions

1. Temporarily disable reCAPTCHA: Edit form ➜ turn OFF reCAPTCHA ➜ test if submissions work
2. Check reCAPTCHA keys: Verify Site Key and Secret Key are correct in Settings
3. Verify domain whitelist: Ensure domain is listed in Google reCAPTCHA admin
4. Test as legitimate user: Use natural behavior (don't submit too quickly)
5. Try different browser: Some configurations may affect reCAPTCHA scores

Issue: Browser or Network Problems

Possible Causes

• JavaScript disabled
• Network timeout during submission
• Browser extensions interfering
• Cached form data causing conflicts

Solutions

1. Enable JavaScript: FormRobin requires JavaScript to be enabled
2. Test in incognito mode: Rules out browser extensions and cache
3. Try different browser: Test in Chrome, Firefox, or Safari
4. Clear browser cache: Clear cookies and cached data for forms.formrobin.com
5. Check network stability: Ensure stable internet connection during submission
6. Disable extensions: Temporarily disable ad blockers and privacy extensions

Issue: User Didn't Complete Submission

Possible Causes

• User filled fields but didn't click Submit
• User closed page before submission completed
• Multi-page form abandoned midway

Solutions

1. Check abandoned sessions: Look for partial/uncompleted sessions if tracking is available
2. Clarify submit button: Ensure button is clearly labeled and visible
3. Add confirmation: Ensure success message displays after submission
4. Simplify form: Reduce number of required fields to increase completion rate
5. Test user journey: Walk through entire submission process yourself

Issue: File Upload Causing Submission Failure

Possible Causes

• File size exceeds limit (typically 2MB)
• File type not supported
• Multiple files when only one allowed
• Network timeout during file upload

Solutions

1. Test without file: Submit form without uploading files to isolate issue
2. Reduce file size: Compress images or split large documents
3. Check file type: Ensure file format is commonly supported
4. Upload one file: If form doesn't allow multiple, upload one at a time
5. Wait for upload: Ensure file fully uploads before clicking Submit
6. Stable connection: Use reliable network for large file uploads

Issue: Partial Responses Saved (Missing Fields)

Possible Causes

• Conditional logic hid fields when viewing response
• Fields added after submission occurred
• User legitimately left fields blank
• JavaScript error during submission

Solutions

1. Check if fields required: Optional fields may be left blank intentionally
2. Review submission time: Compare to when fields were added to form
3. Test fresh submission: Submit new test data to see if all fields save
4. Check browser console: Look for JavaScript errors during submission
5. Verify field visibility: Ensure fields aren't hidden by conditional logic

Issue: Responses Saved but No Email Notification

This Is a Separate Issue

If responses are saving but you're not receiving emails:

1. Check email notifications are enabled for the form
2. Verify account email is correct in Settings
3. Check spam/junk folder
4. Whitelist FormRobin sender address
5. Test with fresh submission

Issue: Server or Database Problems

Possible Causes (Rare)

• FormRobin server maintenance
• Database connection issues
• Rate limiting or quota exceeded

Solutions

1. Check status page: Look for service outage announcements
2. Wait and retry: Try submitting again after 10-15 minutes
3. Test other forms: See if issue affects all forms or just one
4. Contact support: Report persistent server errors with details

Systematic Testing Approach

1. Create test form: Make a simple form with 2-3 fields
2. Submit test data: Fill out and submit
3. Check responses: Verify test submission appears
4. If test works: Issue is specific to problem form - review its configuration
5. If test fails: May be account-level issue - contact support

Can I Recover Lost Submissions?

Unfortunately, if a submission never reached the FormRobin database, it cannot be recovered. Preventive measures:

• Test forms thoroughly before sharing
• Monitor response count regularly
• Enable email notifications for immediate confirmation
• Consider backup forms or alternative collection methods for critical data

Preventing Future Issues

• Test regularly: Submit test responses after making form changes
• Simplify when possible: Fewer fields = fewer potential issues
• Clear instructions: Help users complete forms correctly
• Monitor response rates: Sudden drops may indicate problems
• Enable notifications: Get immediate confirmation of submissions
• Use validation wisely: Don't over-validate fields unnecessarily

When to Contact Support

Contact FormRobin support if:

• Submissions consistently fail across multiple browsers/users
• You see server error messages
• Problem persists after all troubleshooting steps
• Responses were saving previously but suddenly stopped
• Multiple users report submission failures

Provide: Form URL, steps to reproduce, browser/device info, screenshots of errors, example submission data.

Responses still not saving? Contact support with specific details about the issue!