LeadCenter.AI Help Center

Contact Us Sign in

Questions & Answers and How-to

Troubleshooting: Why Isn't My Form Capturing Leads?
Tracking New Business from Existing Clients with Financial Accounts Managing Operational Processes with Workflows How to Bulk Update Contacts How to Bulk Delete Keywords or Tag Not Receiving 2FA Authentication Texts from Insurance Carriers or Microsoft How to Remove(Deactivate) or Activate a User Q&A about TCPA Text Message Compliance In LeadCenter How to Disable receiving Daily Contact Update and Other Notifications I am not able to see an appointment in LeadCenter and connected Redtail Calendars Troubleshooting App Crashes on iPhone How to Integrate LeadJig with LeadCenter.AI? How to Embed a YouTube Video in LeadCenter Event Description Selecting All Users in Calendar Hang the Browser or Crash it How can I retarget event attendees based on their "event status" Capturing After-Hours Calls from Third-Party Call Centers How to Make an Email Private or Request Deletion How to Link a Client to Their Power of Attorney (POA) Why aren't my notes and tasks pushing to Redtail CRM? Personal vs Shared Notifications Do I have to add unsubscribe and postal address to each email template? Why Shortcodes Don't Populate in Test Emails How do I link a client to his wife if the client is also link to his parents I am getting the error message "User's under organization cannot be added here...." in Shared Notifications How to offer two time durations options in Bookmytime.ai Why appointment confirmation email is not being sent from my email? Clarification on "Invited" Status in Event Registration Workflow Issues with Viewing Confirmation Emails on Contact Cards Document upload issues - not receiving authentication code by email How to Update a Contact Stage When an Appointment Is Created What is the difference between (unsubscribe_link) and (unsubscribe_url) shortcode? Benefits of Porting Your Phone Numbers to LeadCenter.AI How to Change Bookmytime.ai Public Calendar Link Meeting Category Troubleshooting: Why Isn't My Form Capturing Leads? Clear LeadCenter Cache and Site Data

Questions & Answers and How-to

Tracking New Business from Existing Clients with Financial Accounts Managing Operational Processes with Workflows How to Bulk Update Contacts How to Bulk Delete Keywords or Tag Not Receiving 2FA Authentication Texts from Insurance Carriers or Microsoft How to Remove(Deactivate) or Activate a User Q&A about TCPA Text Message Compliance In LeadCenter How to Disable receiving Daily Contact Update and Other Notifications I am not able to see an appointment in LeadCenter and connected Redtail Calendars Troubleshooting App Crashes on iPhone How to Integrate LeadJig with LeadCenter.AI? How to Embed a YouTube Video in LeadCenter Event Description Selecting All Users in Calendar Hang the Browser or Crash it How can I retarget event attendees based on their "event status" Capturing After-Hours Calls from Third-Party Call Centers How to Make an Email Private or Request Deletion How to Link a Client to Their Power of Attorney (POA) Why aren't my notes and tasks pushing to Redtail CRM? Personal vs Shared Notifications Do I have to add unsubscribe and postal address to each email template? Why Shortcodes Don't Populate in Test Emails How do I link a client to his wife if the client is also link to his parents I am getting the error message "User's under organization cannot be added here...." in Shared Notifications How to offer two time durations options in Bookmytime.ai Why appointment confirmation email is not being sent from my email? Clarification on "Invited" Status in Event Registration Workflow Issues with Viewing Confirmation Emails on Contact Cards Document upload issues - not receiving authentication code by email How to Update a Contact Stage When an Appointment Is Created What is the difference between (unsubscribe_link) and (unsubscribe_url) shortcode? Benefits of Porting Your Phone Numbers to LeadCenter.AI How to Change Bookmytime.ai Public Calendar Link Meeting Category Troubleshooting: Why Isn't My Form Capturing Leads? Clear LeadCenter Cache and Site Data

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.

Tip: Troy AI can run most of these checks for you. On Website forms integration, open the form's Actions menu and choose Diagnose with Troy AI. See Connect Website Forms and Fix Connections with Troy AI.

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

Need more help?

If you can't find the answers you're looking for, our support specialists are available to answer your questions and troubleshoot if necessary.

  • Phone Call (888) 291-7116. Our main hours are Monday to Friday 7 am-5 pm Central Time.
  • Support Send your questions and inquiries via email to support@leadcenter.ai. A support ticket will be created and one of our team members will get back to you as quickly as possible.