Troubleshooting: Form Submissions Not Appearing

If leads are submitting your form but not appearing in the pipeline, there are several common causes. Work through the checks below from most common to least common.

1. Check the Form Embed Code

An outdated or incorrect embed code is the most frequent cause of missing submissions.

1. Go to Members > Memberships > Forms and open the form in question.
2. Click the Embed tab and copy the latest embed code.
3. Compare it to the code on your website. If they do not match, replace the old code with the fresh snippet.
4. Make sure the iframe is not being blocked by your website's content security policy. The iframe src should point to https://app.gympoint.ai/book/form/....
5. Verify the form is visible on your website by visiting the page in an incognito/private browser window. If the form does not render, the embed code may be placed inside a hidden container or conflicting with your site's CSS.

Common embed mistakes:

• Placing the iframe inside an element with display: none or visibility: hidden.
• Using an HTTP URL instead of HTTPS, which modern browsers will block.
• Accidentally duplicating the embed code, causing two overlapping iframes.

2. CORS Issues

Cross-Origin Resource Sharing (CORS) errors occur when your website's domain is not authorized to communicate with GymPoint's form endpoint.

How to identify a CORS issue:

1. Open your website page with the form in Chrome or Firefox.
2. Open the browser's Developer Tools (press F12 or right-click and select "Inspect").
3. Go to the Console tab and look for error messages mentioning "CORS," "blocked by CORS policy," or "Access-Control-Allow-Origin."

How to fix it:

1. In GymPoint, go to Settings > Integrations > Connections.
2. Add your website's domain (e.g., https://www.yourgym.com). Include the protocol (https://) and do not include a trailing slash.
3. If your site uses both www and non-www versions, add both.
4. Click Save and wait a few minutes for the change to propagate.
5. Test the form again.

3. Spam Filter False Positives

GymPoint includes built-in spam protection to block bot submissions. Occasionally, legitimate submissions may be caught.

1. Go to Members > Memberships > Forms.
2. Review recent blocked submissions. If you see legitimate entries, click Restore to move them into your pipeline.
3. To reduce false positives, adjust your spam sensitivity:
   • Go to Settings > Marketing.
   • Lower the sensitivity from "Strict" to "Moderate" or "Relaxed."
   • Click Save.

Note: If you are using a third-party CAPTCHA on your website in addition to GymPoint's spam filter, the two systems may conflict. Try disabling your external CAPTCHA and relying on GymPoint's built-in protection instead.

4. Form Submission Logs

GymPoint logs every form submission attempt, whether it succeeded or failed.

1. Go to Members > Memberships > Forms and select your form.
2. Click the Submission Log tab.
3. Each entry shows:
   • Timestamp — When the submission was received.
   • Status — Success, Failed, or Spam.
   • Data — The fields and values submitted.
   • Error — If the status is Failed, this column explains why (e.g., "Required field missing," "Invalid email format," "Rate limit exceeded").
4. Use this log to pinpoint exactly where submissions are breaking.

5. Additional Checks

If none of the above resolve the issue:

• Browser extensions — Ad blockers and privacy extensions can block iframe content. Ask the person testing to disable extensions or try a different browser.
• Form status — Confirm the form is set to Active in the form settings. Inactive forms accept no submissions.
• Duplicate detection — GymPoint automatically deduplicates submissions by email address. If a lead with the same email already exists, a new card will not be created. Instead, the existing lead's activity log will show the new submission. Check your existing leads for the email in question.
• Rate limiting — To prevent abuse, forms are rate-limited to 10 submissions per IP address per hour. If someone is testing repeatedly from the same network, they may hit this limit.

If you have worked through all of these steps and submissions are still missing, contact GymPoint support with your form ID and the approximate time of the missing submission.