Troubleshooting Guide

​

Table of Contents

• Form Building Issues
• Form Submission Issues
• Email Notification Issues
• Integration Issues
• Analytics Issues
• Custom Domain Issues
• Account & Authentication Issues
• Performance Issues
• Payment Issues
• General Issues

​

Form Building Issues

​

Cannot Add Questions

1. Check Plan Limits - Free plan limited to 10 questions per form
2. Reload Page - Browser cache issue
3. Check Permissions - Need edit access to form
4. Browser Compatibility - Try Chrome/Firefox/Safari latest version
5. Disable Browser Extensions - Ad blockers may interfere

​

Form Not Saving

1. Check Internet Connection - Must be online to save
2. Look for Error Message - Red notification with details
3. Check Required Fields - Some settings must be filled
4. Browser Console - Press F12, check for errors
5. Try Again - Temporary server issue
6. Clear Cache - Hard refresh (Ctrl+Shift+R)

​

Questions Disappeared

1. Check Version History - Form Builder → History
2. Restore Previous Version - Find version before deletion
3. Check If Different Form - Verify form name
4. Team Member Changes - Check activity log
5. Contact Support - We may have backups

​

Conditional Logic Not Working

1. Rule Priority - Rules with higher priority run first
2. Condition Values - Exact match required (case-sensitive)
3. Question Order - Logic question must come before target
4. Multiple Rules - May be conflicting
5. Test with Preview - Fill form to test logic

• Form Builder → Logic tab → Review all rules
• Test each rule individually
• Check condition operators (equals, contains, etc.)
• Verify target blocks exist

​

Form Builder Loading Slowly

1. Large Form - 50+ questions may be slow
2. Clear Browser Cache - Ctrl+Shift+Delete
3. Disable Extensions - Temporarily disable ad blockers
4. Check Internet Speed - Run speed test
5. Try Different Browser - Chrome recommended
6. Close Other Tabs - Free up browser memory

​

Form Submission Issues

​

”Form Not Found” Error

1. Check Form Status - Must be “Published” not “Draft”
2. Verify URL - Check slug is correct
3. Custom Domain - Ensure SSL is active
4. Form Not Deleted - Verify in dashboard
5. Workspace Access - Check form still in workspace

​

Form Closed Message

1. Check Closing Date - Form Settings → Closing
2. Extend Deadline - Update closing date
3. Remove Closing - Toggle off closing date
4. Timezone - Check if timezone correct
5. Reopen Form - Save updated settings

​

Password Protection Not Working

1. Case Sensitive - Check uppercase/lowercase
2. Extra Spaces - Remove spaces before/after
3. Wrong Password - Verify in Form Settings
4. Reset Password - Set new password in settings
5. Clear Browser Cookies - Old session may interfere

​

Submissions Not Being Recorded

1. Form Status - Must be published
2. Submission Count - Verify submissions tab
3. Filters Applied - Remove any active filters
4. Date Range - Check viewing all dates
5. Test Submission - Submit test to verify
6. Database Issue - Contact support if persists

• Check total submission count on form card
• Look in “All Submissions” (not just completed)
• Check abandoned submissions
• Verify user completed (not abandoned mid-form)

​

reCAPTCHA Not Showing

1. Check Settings - Form Settings → reCAPTCHA enabled?
2. API Keys - Admin must configure reCAPTCHA keys
3. Browser Compatibility - Update browser
4. JavaScript Disabled - Enable JavaScript
5. Ad Blocker - May block reCAPTCHA
6. VPN/Proxy - May interfere with reCAPTCHA

​

File Upload Failing

1. File Size - Max 10MB per file (default)
2. File Type - Check allowed file types in settings
3. Browser - Some browsers have issues with large files
4. Internet Speed - Slow connection may timeout
5. Storage Quota - Plan may have storage limit
6. File Name - Remove special characters

• Compress large files before uploading
• Use supported formats (PDF, images, docs)
• Check file isn’t corrupted
• Try different browser

​

Email Notification Issues

​

Not Receiving Emails

1. Spam Folder - Check junk/spam folder
2. Email Address - Verify correct in Form Settings
3. Notifications Enabled - Form Settings → Notifications ON
4. SMTP Configured - Workspace email settings
5. Email Template - Template assigned to form
6. Test Email - Send test from settings

• Form Settings → Notifications → Admin Email → Correct address
• Check workspace SMTP settings
• Look in all email folders (spam, promotions, updates)
• Add [email protected] to contacts
• Check email quota not full

​

Emails Going to Spam

1. Add to Contacts - Add sender to address book
2. Mark as Not Spam - In email client
3. Custom SMTP - Use your own email server
4. SPF Records - Configure for custom domain
5. Email Content - Avoid spam trigger words

• Workspace Settings → Email Settings → Configure SMTP
• Use custom domain email (not Gmail/Yahoo)
• Add SPF and DKIM records
• Build sender reputation

​

Email Template Variables Not Working

1. Check Variable Name - Must match exactly
2. Question Title - Variable based on question title
3. Spaces in Variables - Use {{variable}} not {{ variable }}
4. Question Answered - Variable empty if not answered
5. Test Template - Send test email to verify

• Form Settings → Notifications → View Variables
• Copy exact variable name
• Paste into template
• Send test email

​

Wrong Email Template Used

1. Check Form Settings - Verify selected template
2. Resave Settings - Re-select template and save
3. Cache Issue - Wait 5 minutes for cache clear
4. Test Again - Submit new test
5. Verify Workspace - Using correct workspace

​

Integration Issues

​

Integration Not Sending Data

1. Integration Status - Toggle is ON?
2. Authentication - Reconnect OAuth/API key
3. Destination - Correct channel/sheet/board selected?
4. Conditional Logic - Conditions met?
5. Integration Logs - View error messages
6. Service Status - External service operational?

1. Go to Integrations tab
2. Click integration
3. View Logs
4. Check for error messages
5. Re-authenticate if needed

​

Slack Messages Not Appearing

1. Channel Access - Bot invited to channel?
2. OAuth Expired - Reconnect Slack
3. Channel Changed - Verify channel still exists
4. Test Integration - Send test message
5. Slack Workspace - Correct workspace connected?

• /invite @TopFormBuilder in Slack channel
• Integration logs show success
• Slack app not suspended
• Correct workspace and channel

​

Webhook Timing Out

1. Endpoint Speed - Must respond within 30 seconds
2. Verify URL - Check webhook URL is correct
3. HTTPS Required - HTTP URLs not supported
4. Firewall - Whitelist TopFormBuilder IPs
5. Server Load - Check server capacity

• Use webhook testing service
• Check endpoint logs
• Verify signature validation not slowing response
• Use async processing on receiving end

​

Google Sheets Not Updating

1. OAuth Valid - Reconnect Google account
2. Sheet Access - Account has edit permission?
3. Sheet Deleted - Verify sheet still exists
4. Column Mapping - Verify field mapping
5. Rate Limit - Google Sheets API limits

• Integration Settings → Reconnect Google
• Verify spreadsheet URL still valid
• Check integration logs for errors
• Test with new submission

​

Analytics Issues

​

No Analytics Data

1. Pro Plan Required - Analytics is Pro feature
2. No Submissions Yet - Need at least 1 view
3. Date Range - Check selected date range
4. Form Published - Draft forms don’t track analytics
5. Refresh Page - Browser cache issue

​

Wrong Completion Rate

• Completion rate = Completed Submissions ÷ Total Views
• Views include ALL page loads (even refreshes)
• Abandoned submissions NOT counted
• In-progress NOT counted

500 views
100 completed
50 abandoned
25 in-progress

Rate = 100/500 = 20%

• Simple forms: 60-80%
• Medium forms: 40-60%
• Long forms: 20-40%

​

Charts Not Loading

1. Refresh Page - Ctrl+R or Cmd+R
2. Browser Compatibility - Use modern browser
3. JavaScript Enabled - Check browser settings
4. Ad Blocker - May block chart library
5. Internet Connection - Check connection
6. Try Different Browser - Browser-specific issue

​

Custom Domain Issues

​

Domain Verification Failing

1. Wait Longer - DNS can take 24-48 hours
2. Check DNS Records - Verify A/CNAME record correct
3. Remove Extra Spaces - In DNS value
4. Cloudflare Users - Set proxy to “DNS only” (gray cloud)
5. Use DNS Checker - dnschecker.org to verify propagation

• DNS Type: A or CNAME
• Name: subdomain (e.g., “forms”)
• Value: Exact match (case-sensitive)
• TTL: Any value (3600 recommended)

​

SSL Certificate Not Generating

1. Domain Verified First - SSL only after verification
2. HTTP Accessible - Port 80 must be open
3. Wait 10 Minutes - SSL takes 1-10 minutes
4. Firewall - Allow Let’s Encrypt validation
5. Contact Support - Provide domain name

• Visit http://your-domain (not https)
• Should show TopFormBuilder page
• If not, DNS issue

​

Form 404 on Custom Domain

1. Domain Assigned - Form Settings → Custom Domain selected?
2. SSL Active - Check SSL status is “Active”
3. Save Form - Resave form settings
4. DNS Propagation - Wait for DNS to update
5. Clear Cache - Browser and DNS cache

• Custom domain SSL status = Active
• Form has custom domain selected in settings
• Try http:// if https:// doesn’t work (temporarily)

​

Account & Authentication Issues

​

Cannot Login

1. Reset Password - Use “Forgot Password” link
2. Check Email - Verify using correct email
3. Caps Lock - Check keyboard
4. Clear Cookies - Browser cookies may be corrupted
5. Try Different Browser - Browser-specific issue
6. Account Suspended - Contact support

​

Google OAuth Not Working

1. Pop-up Blocked - Allow pop-ups for site
2. Third-party Cookies - Enable in browser
3. Google Account - Try different Google account
4. Browser - Use Chrome/Firefox/Safari
5. Incognito Mode - Test in private window

​

Session Expired

1. Browser Cookies - Enable cookies
2. Incognito Mode - Don’t use for regular work
3. VPN/Proxy - May cause issues
4. Multiple Tabs - Logout from one affects all
5. Remember Me - Check “Keep me logged in”

​

Cannot Access Workspace

1. Check Access - Verify you’re a member
2. Owner Removed You - Contact workspace owner
3. Wrong Account - Logged in with different email?
4. Workspace Deleted - Contact owner
5. Refresh List - Reload workspaces page

​

Performance Issues

​

Slow Page Loading

1. Internet Speed - Run speed test
2. Clear Cache - Browser cache full
3. Too Many Tabs - Close unused tabs
4. Browser Extensions - Disable temporarily
5. Old Browser - Update to latest version
6. Large Forms - 100+ questions load slowly
7. Check Status Page - System status

• Use Chrome or Firefox
• Clear cache weekly
• Close unused tabs
• Disable unused extensions
• Upgrade internet if slow

​

Form Builder Lagging

1. Large Form - Break into multiple pages
2. Browser Memory - Restart browser
3. Computer Performance - Close other programs
4. Simplify Form - Remove unused questions
5. Disable Animations - Browser settings

​

Submission Export Timeout

1. Too Many Submissions - Export in smaller date ranges
2. Large Files - File uploads slow export
3. Try Different Format - CSV faster than Excel
4. Filter Data - Export specific fields only
5. Contact Support - For very large exports (10,000+)

​

Payment Issues

​

Stripe Payment Failing

1. Stripe Connected - Workspace Settings → Payments
2. Test Mode - Using test card in test mode?
3. Card Details - Verify card info correct
4. Card Declined - Contact bank
5. Currency Supported - Check currency available
6. Amount Valid - Check minimum amount

Success: 4242 4242 4242 4242
Decline: 4000 0000 0000 0002

​

Stripe Not Connecting

1. Stripe Account - Create Stripe account first
2. Business Type - Complete Stripe onboarding
3. Pop-up Blocked - Allow pop-ups
4. Try Different Browser - Browser compatibility
5. Stripe Status - Check Stripe status page

​

General Issues

​

Browser Compatibility

• ✅ Chrome 90+ (Recommended)
• ✅ Firefox 88+
• ✅ Safari 14+
• ✅ Edge 90+
• ❌ Internet Explorer (Not supported)

• Old browsers may have display issues
• Some features require modern JavaScript
• Mobile browsers generally supported

​

Mobile Issues

1. Update Browser - Mobile browser outdated
2. Clear Cache - Mobile browser cache
3. Rotate Device - Some features need landscape
4. Use Desktop - For complex form building
5. Mobile App - Coming soon

​

Data Not Syncing

1. Refresh Page - Reload to get latest data
2. Check Internet - Must be online
3. Different Workspaces - Verify same workspace
4. Save Changes - Ensure changes saved first
5. Clear Cache - Both devices

​

Error Messages

• Generic error - Check browser console (F12)
• Refresh page
• Try again in a few minutes
• Contact support if persists

• Not logged in - Login again
• Session expired - Re-authenticate
• No permission - Contact workspace owner

• Too many requests - Wait 1 minute
• Try again slower
• Contact support if blocking work

• Server maintenance - Check status page
• Temporary issue - Wait 5-10 minutes
• Try different region if Enterprise

​

Getting Help

​

Before Contacting Support

1. Check This Guide - Solution may be here
2. Search Documentation - Full docs at docs.topformbuilder.com
3. Check Status Page - System-wide issues posted
4. Try Basic Fixes - Refresh, clear cache, different browser
5. Gather Information - Error messages, screenshots, steps to reproduce

​

How to Contact Support

• Clear description of issue
• Steps to reproduce
• Expected vs actual behavior
• Error messages (full text)
• Screenshots (if applicable)
• Browser and OS
• Account email
• Form/workspace URL (if relevant)

• Pro: Within 24 hours
• Enterprise: Within 4 hours
• Critical issues: Priority response

​

Useful Information to Provide

• Form URL or slug
• Workspace name
• When issue started
• If affects all users or just you
• Screenshots of error

• Integration type (Slack, Sheets, etc.)
• Error message from logs
• Last successful integration
• Changes made recently
• Screenshot of integration settings

• Account email
• When issue started
• Error message
• Login method (email, Google)
• Browser and device

​

Community Resources

• docs.topformbuilder.com

• Coming soon

• status.topformbuilder.com

• Contact support or use in-app feedback

​

Preventive Measures

​

Regular Maintenance

• Review form submissions
• Check integration logs
• Test critical forms
• Review error notifications

• Update team access
• Clean up old test forms
• Export important data
• Review analytics
• Check custom domain SSL

• Change workspace passwords
• Rotate API keys
• Audit user permissions
• Review security settings
• Update email templates

​

Best Practices

• Test forms before sharing
• Use supported browsers
• Keep software updated
• Save work frequently
• Backup important forms
• Document settings
• Train team properly
• Monitor usage limits