Troubleshoot Missing Web Forms
If you have submitted a test lead through your website and it is not appearing in your WhatConverts Lead Manager, the issue is typically related to your tracking script installation, form configuration, or how the form handles submission events. This article walks through the most common causes and how to resolve them.
The tracking script is missing or not firing correctly
The WhatConverts tracking script must be installed and actively running on your page for form submissions to be captured. If the script is absent or blocked, no leads will appear in your Lead Manager.
How to verify and fix the tracking script
To troubleshoot this issue:
- Open your website's page source and confirm the WhatConverts tracking script is present in the <head> section of your page.
- If you recently added the script, clear your website cache and browser cache to ensure visitors are receiving the updated version of the page. If you use a caching plugin such as WP Rocket, clear its cache as well.
- Check for any security plugins or third-party scripts that may be blocking the tracking code from executing.
- Retest your form submission after completing each step.
The form is not configured correctly in WhatConverts
WhatConverts must be set up to listen for the specific form you are testing. If the form has not been added or its attributes do not match your website's HTML exactly, submissions will not be captured.
How to verify your form configuration
To troubleshoot this issue:
- In WhatConverts, go to "Tracking", then select "Forms".
- Select "Web Forms".
- Confirm the form you are testing has been added to the list.
- Review the Attribute Type (Class, ID, or Name) and the Attribute Value for the form.
- Open your website's HTML and confirm those values match exactly, including capitalization, hyphens, and spacing. Even a small typo will prevent tracking.
- If you recently added the form to WhatConverts, wait a few minutes for the tracking script to update before testing again.
Hidden or required form fields are preventing a successful submission
If a form has fields that are required but not visible or not correctly completed, the form may not submit properly. WhatConverts relies on a successful submit event to capture the lead.
How to identify and fix field-related issues
To troubleshoot this issue:
- Open your form in your website's HTML or form builder and review all fields marked as required.
- Check for any hidden fields that are marked as required. If a hidden required field is not being populated automatically, the form will fail to submit even if it appears to go through.
- If your form includes multiple checkboxes with a required attribute, confirm that all boxes are checked during your test submission, as WhatConverts may not capture the lead if any required checkbox is left unchecked.
- Confirm your submit button uses a standard <button> or <input type="submit"> tag. Non-standard submit elements may not trigger the tracking script correctly.
The lead is tracked but attributed as "Direct" due to session issues
If the lead is being captured but appearing without traffic source data, the issue may be related to session attribution rather than the form itself.
How to test with simulation parameters
To troubleshoot this issue:
- Open your website in a Private or Incognito browser window.
- Add ?wc_clear=true to the end of your page URL and press Enter.
- Submit the form again.
- Check your WhatConverts Lead Manager to confirm the submission appears with the expected traffic source data.
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