Help Center

Troubleshooting: Why Isn't My Form Capturing Leads?

If a form submission isn't producing a lead in LeadCenter, work through this checklist from top to bottom. Most issues fall into one of five buckets: script not loaded, domain not added, form not registered, mapping wrong, or form not activated.

1. Confirm the LeadCenter Script Is Loaded

1. Open your website in a browser.
2. Open Developer Tools → Console.
3. Look for any LeadCenter script errors.
4. Open Developer Tools → Network and reload the page. You should see the LeadCenter script being requested.

If the script is missing, install it. For WordPress, see How to Install LeadCenter JavaScript on WordPress.

2. Confirm Your Website Domain Is Added in LeadCenter

1. Go to Website forms integration.
2. Click the Actions menu and click Add domain.
3. Enter your domain without http:// or https://, for example contosowealth.com.
4. Save.

3. Confirm the Form Is Registered Correctly

1. Go to Website forms integration.
2. Find your form.
3. Verify the Form ID or CSS Selector matches exactly the form on your site.
   • For an ID, use #yourFormId with the leading #.
   • For a class selector, use .your-form-class with the leading ..
4. The Form ID approach is the most reliable.

4. Confirm Field Mapping

1. On the form's row, click Actions → Fields mapping.
2. Inspect your live form's HTML and copy each input's name attribute.
3. Paste the input name into the matching LeadCenter field, such as First Name, Last Name, Email, Phone, and any custom fields.
4. Save.

If even one critical field, such as email, is mis-mapped, the lead may be saved without contact info or may be discarded by validation.

5. Confirm the Form Is Activated

1. On the Website forms integration list, locate the form.
2. Open the Actions menu and choose the activation option if it is not already active.

6. Check Common Site-Side Issues

• Caching plugins — clear your CDN/caching plugin, such as WP Rocket, W3 Total Cache, or Cloudflare, after installing or changing the script.
• Security or firewall plugins — confirm they aren't blocking the LeadCenter script or external requests.
• Ad blockers — test in a clean browser profile or incognito window with no extensions.
• Multiple forms with the same ID — the form ID must be unique on the page.
• Form submitted via AJAX — verify your form's submit method is detected. Some custom AJAX implementations may need additional help to integrate.

7. Test End-to-End

1. Open the page in an incognito window.
2. Submit a test entry with a unique email.
3. Open the Sales Pipeline and the Form Submissions page.
4. Verify the contact appears with the right Source and the form submission is recorded.

Best Practices to Prevent Capture Issues

• Always test forms after publishing changes.
• Use Form ID, not CSS Selector, when possible.
• Set a default Source on every form so submissions are never Unknown.
• After installing or updating the script, clear all caches, including browser, CDN, and server caches.
• Keep one form per intent. Reusing one form for many uses makes mapping fragile.

FAQs

I see the script in the page source but the form isn't capturing.

Check the Form ID/CSS Selector exactly matches the live form, and that the form is Activated.

The lead appears but key fields like email or phone are blank.

The field mapping is incorrect or empty. Re-check the input name attributes and update the mapping.

The lead appears with Unknown Source.

The form has no default Source and no UTM parameters were present in the URL. See Where the Source Comes from on an Inbound Lead.

Submissions worked yesterday and stopped today.

Most often a website change broke the form ID or selector, or a new caching/security plugin blocked the script. Check the Network tab.

Related Articles

• Capturing Leads from Website Forms
• How to Install LeadCenter JavaScript on WordPress
• Form Submissions