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Cannot connect Forms

  • 8 August 2023
  • 6 replies
  • 54 views

Hi!

 

We use Customer IO for: https://www.hometainment.co.uk/. We connected a few forms in that domain, which worked as expected.

 

But, when a user wants to buy something, they need to register in a different subdomain and, using the same code on that subdomain, we cannot make the forms work.

 

For instance, on this page: https://shop.hometainment.co.uk/login

If we add the form's code to it, it always gives an error message and blocks the user journey. Right now, we deactivated the code since otherwise, users couldn’t log in.

 

 

 

 

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Best answer by Byron 8 August 2023, 21:06

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6 replies

Userlevel 4

Hey Sandro,

I am not sure what the error is, but have to tried to no use the “form feature” but to send a webhook after submittion to CIO? With some form tools, you can define what will happen after the submittion, including “send a webhook”. That way you could also capture the submission with a webhook campaign in CIO.

Thanks Felix, but the tool we use don’t allow us to do that.

Userlevel 2

Hi Sandro,

 

Byron here from the Customer.io technical support team.

 

When viewing your page at https://www.hometainment.co.uk/, I am able to confirm that our forms javascript snippet is configured on the domain. However, when checking your page at https://shop.hometainment.co.uk/registration, it doesn’t look like the snippet has been configured and preventing the submissions from flowing into your CIO account.

 

Can you double check that the JS snippet has been configured on the `shop` subdomain? You can find a copy of the JS snippet for your form on the connected forms page in your workspace by viewing the submissions feed and clicking on the JS Snippet button.

 

Hi @Byron ,

 

Thanks. the snippet is not live since it would prevent users from log in.

 

I am putting it live right now for the next 30m. can you try please?

 

https://shop.hometainment.co.uk/login

 

Best,

Sandro

Userlevel 2

Hi Sandro,

I was able to recheck the page and confirm that the form script was running. While the script is affecting logins, you can go ahead and disable the snippet again for now and I’ll continue to look into the issue.

It may help if you can enable support access for us to check the connected form on that end. Would you mind sending us a quick ticket at win@customer.io, reference this community thread, and enable support access for us (https://customer.io/docs/accounts-and-workspaces/privacy/#support-team-access)? 

Hi @Byron ,

 

Thanks. Both done.

 

Best,

Sandro

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