Forms & Pages: Troubleshooting
Forms look simple, but they sit at the intersection of several moving parts — Attributes, Subscriptions, Sections, Events, Profile Check, CRM integrations, and visitor behaviour. When something goes wrong, the cause is usually one of a handful of common patterns.
This article is the single place to come when something isn't working as expected. Each entry explains what you're seeing, why it happens, and how to fix it.
In this article
Building and editing Forms
⚠️ My Form's design disappeared after I went back to an earlier step
What happened. If you go back to an earlier step (for example, Name) using the side menu and then click Next forward through every step, you will land on the Template step again. Selecting a template here replaces your Form's design completely.
Apsis One does show a warning — "By changing template, your current form's design will be discarded." — but it's easy to click past.
Fix. Unfortunately, once you've accepted the warning and chosen a new template, the previous design is gone. There is no undo.
Prevention going forward.
Use the side menu to jump directly to the step you need. Don't click Next forward from an earlier step.
If the template-change warning appears and you've already built your Form, click Cancel.
Save important Forms as a template of your own (under Your templates) as soon as the design is solid. Then even if it gets overwritten, the design lives on as a reusable starting point.
I can't change the Section after creating the Form
Why. Section cannot be changed after you click Next on the Name step. This is by design — Subscriptions are Section-specific, and changing Section mid-build would break consent mapping.
Fix. Create a new Form in the correct Section. If you've already built most of the Form, save the current one as a template first (under Your templates) so you can rebuild quickly in the right Section.
The editor feels slow or unresponsive
Common causes.
Very large background images (try keeping them under 500 KB)
A Form with many rows, columns, and nested elements
Browser extensions interfering with the editor
Fix. Try a different browser or an incognito window with extensions disabled. Compress large images before uploading. Break very long Forms into two shorter ones where possible.
Data and Profile issues
Someone submitted the Form but their data isn't on their Profile
Most common cause. The field is not mapped to an Attribute — it's set as "Form response only". Data collected this way lives in the Form – Submit Event but does not populate the Profile.
Fix. Open the Form, click the relevant input element, and check the Attribute mapping. Map it to the correct Attribute and republish.
Note that fixing the mapping only affects future submissions. Existing Profiles who already submitted with the wrong mapping will need to resubmit — or you can export the Form Report and manually enrich those Profiles via the API or a CSV import.
An existing Profile filled in the Form but their data wasn't updated
Why. Your Profile Check setting is probably set to Block and show message or Block if Profile has CRM ID. This rejects the submission and sends a Reject Event to the Profile.
Fix. If this Form is meant for existing Profiles to update their data (for example, a preference centre), change the Profile Check setting to Allow Profile overwriting. See Form: Action.
New Profiles aren't being created when someone submits
Check.
Is the Form published (not paused or in draft)?
Does the Form contain an Input Field element mapped to the Email Attribute (or Mobile Attribute)? A Profile needs at least one to be created as Known.
Is a Consent or Terms & Conditions element present and correctly configured?
Is the submission actually reaching the Submit stage in the Report (not Rejected)?
Profile data looks duplicated or split across multiple Profiles
Why. When a Profile submits a Form, Apsis One automatically merges the new data with an existing Profile if the email address or mobile number matches. If the match key differs (for example, the Profile has a mobile number but no email, and the Form collected only email), a new Profile may be created.
Fix. Try to always collect the email address (or mobile number, depending on your data model) as a consistent identifier. If duplicates have already been created, review and merge them in the Audience.
Unknown Profile counts in the Report look too high
Why. The same Unknown visitor can appear as multiple different Unknown Profiles if they view or start a Form multiple times without submitting. Apsis One can only de-duplicate them once they become Known (by providing an email or phone number).
Fix. This is expected behaviour. Focus on Known Profile counts for accuracy.
Consent, Subscriptions and double opt-in
Profiles submitted the Form but aren't subscribed to anything
Check.
Does the Form contain a Consent element or a Terms & Conditions element? Without one of these, no Subscription is applied.
Is the correct Subscription selected inside the Consent or Terms & Conditions element?
Is the Subscription in the same Section as the Form? Subscriptions are Section-specific.
If using double opt-in, has the Profile actually confirmed via the email link? Until confirmation, the Subscription is pending.
Double opt-in confirmation emails aren't arriving
Common causes.
The confirmation email is landing in spam — check sender authentication (SPF, DKIM, DMARC) on your sending domain.
The confirmation URL in the Form Action step isn't set, so the redirect fails.
The Profile's email address has a typo.
See the dedicated Double opt-in article for the full flow and troubleshooting.
Consent element isn't showing the Subscriptions I expect
Why. The Consent element only shows Subscriptions that exist in the Form's Section. If you're missing a Subscription, it probably lives in another Section.
Fix. Create the Subscription in the correct Section, or build the Form in the Section where the Subscription already exists.
Sharing and embedding
The embedded Form has a white background that clashes with my page
Fix. In Form Settings → Design, click the X icon next to the Body colour to make it transparent. The Form will inherit the colour of the surrounding page.
The iFrame embed looks cramped or cuts off on the page
Fix. Adjust the Form width in Settings (maximum 1500px). If you're embedding in a narrow container, set the Form width to match. Also test the iFrame height on the host page — some CMS templates constrain iFrame height by default.
The Form looks fine on desktop but broken on mobile
Check.
Are columns set to stack on mobile? The Email/Form editor supports mobile-specific behaviour per row.
Are images too wide? Use the Mobile preview toggle to verify.
Are font sizes readable on a small screen? Minimum 14–16px for body text is a safe baseline.
Is the Submit button big enough to tap? Minimum 44×44px tap target is the accessibility standard.
Profile data can't be updated more than once with the same link
Why. To update Profile data through a Form more than once, the Form link has to be re-opened before filling out and submitting again. Simply submitting new data without re-opening won't work.
Fix. This is expected behaviour. If you're distributing a preference centre Form, make sure each email contains a fresh link — don't rely on the visitor keeping an old tab open.
The Slide-up Form isn't appearing when I click the link
Check.
The Slide-up script is placed in the site's
<head>, not in the body.The trigger link in the script matches the actual link on your site exactly (including protocol, trailing slashes).
The Form is published, not in draft or paused.
Reports and analytics
My Form has submissions but the Report is empty
Why. Please allow up to 10 minutes for Profile data to be available in the Forms Report after publishing. Audience needs to process and store the data into Profiles before it becomes available.
If the Report is still empty after 10 minutes, check that the Form is published (not paused), and that the Form link you tested actually points to the published activity.
Submit count looks lower than I'd expect given the traffic
Diagnose with the ratios.
View → Start low? The headline or value promise isn't landing. Visitors open and bounce.
Start → Submit low? The Form is too long, a required field is confusing, or validation errors are frustrating visitors into abandoning.
Rejected count unexpectedly high? Your Profile Check is blocking submissions. If the Form is meant for existing Profiles, switch to Allow Profile overwriting.
The Report shows only 25 Profiles per tab
Why. The in-app Report displays a maximum of 25 Profiles per tab. This is by design — the Report is a summary view, not an export tool.
Fix. Click Export in the top right to download the full list as CSV or XLSX. For a live audience that updates automatically, create a Segment from the Report instead.
I can't tell which Form a Profile came from
Fix. Use Hidden Values (see Forms: Settings) to automatically tag every submission with a source, campaign, or audience identifier. Once set up, you can segment by tag or Event property to see exactly which Form produced which Profiles.
This is also the right approach for comparing Form variants — tag each version with a unique value and measure both the submit count and the downstream engagement via Segment Trend.
When to contact support
Most Form issues fall into the patterns above. Contact support (via your usual Apsis support channel) if:
A Form appears to be published but is genuinely unreachable at its public URL
Submissions are being accepted but Events aren't firing at all (check a test Profile in the Audience to confirm the Form – Submit Event is present)
reCAPTCHA is consistently blocking legitimate visitors
CRM integration behaviour doesn't match your Profile Check settings
Data appears to be missing or inconsistent beyond what this article explains
When contacting support, include:
The Form's name and Section
The public Form URL
A specific example Profile (email or mobile) where the issue occurred
The timestamp of the problematic submission
A screenshot of the issue if possible