Account Engagement Form Troubleshooting and FAQ

Any time that a user starts editing a form and doesn't click Cancel or Confirm & Save, Account Engagement saves their editing session in the background.

The message saying that someone else is editing the form just means that — someone else started editing and didn't save or explicitly cancel their changes. If either user saves their changes without incorporating the other's changes, you may lose your work. We always suggest that one of you click Cancel. In this case, one user should click “cancel” and let the other finish editing.
 

The other user probably forgot to click Cancel, their session may have timed out, or they could have had the form editor open in another tab and forgot about it. Editing sessions can stay open indefinitely, so contact our Support Team so we can make sure that yours is the only active editing session for that form.

Nope! When editing existing forms, use the upper navigation to skip to the step you want to edit and click Confirm & Save at any time to save changes. It is not necessary to scroll through all steps to edit existing forms.

Normally, our forms are used for prospect tracking and if cookies are not cleared between submissions, the system will think each submission is coming from the same visitor. In Kiosk/Data Entry Mode, there is no cookie attached to the form so this is not a problem.

When using Kiosk Mode, it's a good idea to mark Redirect the prospect instead of showing the form's Thank You Content and set the Redirect Location to the form's URL (or the landing page's URL). This will automatically redirect back to the form, so it will be ready for the next prospect.
 

Special Note: If the Kiosk/Data Entry Mode is enabled, you will not be able to use this form for setting up campaigns with third-party ads.

In the majority of cases, allowing the thank you content to appear provides a better user experience. If a prospect accidentally clicks the back button, they won't want to fill out the form again to access the content. When you select the Always Display option, the form will always show when someone returns to the page... even if he or she returns soon after they first submit the form.
 

Account Engagement forms will still be "intelligent" and will not re-display any fields that were submitted before. The form would only show form fields that are also set to always display (such as email address, comments, etc.), any unfilled fields, and any conditional fields that were triggered because of the prospect's first form submission. Make sure your form fields are set up the way you'd like them to be. Also, if you wish to use the same form to protect multiple pieces of content, you must enable the always display option (otherwise, rapid multiple form submissions from the same prospect will not appear in a prospect's activities or be scored).
 

Make sure you enable the always display option in the Completion Actions step of the Form Wizard. Otherwise, rapid multiple form submissions from the same prospect will not appear in a prospect's activities or be scored. Completion actions will still run, though.

You will also want to have a clear strategy about how you're routing prospects to those different pieces of content.
 

This iframe HTML tag Account Engagement generates can be placed anywhere on your own website — just be sure that the dimensions for that section in your existing page allow enough room for the iframe to appear. By default, the iframe width is set to be 100% (so it will become as wide as the HTML of your webpage allows it to be), and the height is set to 500 px. This doesn't mean that your form fields will expand and become wider — that takes customized CSS. Once you have your iframe code, your web developer can adjust the iframe's width and height before inserting it into your page if necessary. If the form fields and labels don't look right, it's likely they are too wide for the space in your webpage. Have your web developer look at our resources for fully customizable CSS to customize your form's look and feel so they can see what changes need to be made.
 

Absolutely not! Your form's Thank You Content and Code don't load on the page until the form is successfully completed, so the code stored in your form's Thank You Code won't "fire" until the goal is complete. Use the comprehensive instructions on our Google AdWords Conversions article for more detail.
 

We feel you. If you've enabled bot protection for your form, you might want to restyle the re-CAPTCHA. Google has instructions for setting this up. Once you've selected which style you want to use, just go to the "Look and Feel" step of the form wizard, click the tab to view the Below Form Content and click the page icon "Source" button in the WYSIWYG editor. Paste the script into the HTML editor and click update, then make sure the form wizard itself is saved, too.
 

If you have clicked on a tracked email link or filled out a form previously without clearing your cookies/cache, some of the fields may not be showing. This is because Account Engagement's progressive profiling hides form fields that prospects have already completed before (but email address will always show, as will any other fields set to “always display”).

Edit the form field to be "always display", or view the form in a private browsing session or clear your cookies and view the form again to see how it would look to a new, un-cookied prospect.
 

Chances are, your prospect activity is being filtered. Any time you are being filtered, completion actions (like autoresponders) don't fire, and the form activity itself doesn't show on your prospect record. Automation rules that look for prospects who submitted this form also won't fire.

Admin users can toggle on viewing filtered activities from the dropdown under your email address. When you toggle on viewing filtered activities, you can see a red "Yes" in the "Filtered" column.

If you're definitely not filtered, and you're not getting your autoresponder, make sure the email wasn't sent to junk/spam, or is still on your corporate server (your IT team can help determine if it is).
 

When a prospect completes duplicate activities, Account Engagement records them on the prospect record once every 30 minutes. Account Engagement accepts each form submission, and completion actions will fire for each submission (unless they're throttled). You can see each submission on the prospect audits page; however, you will only see 1 submission within the timeframe on the main prospect activities table. For example, if a prospect submits a form multiple times at 6:00, 6:10, 6:20, 6:30, 6:40, 6:50, and 7:00, there would be seven submissions total, but only three activities would be recorded (at 6:00, 6:30, and 7:00). These 3 activities would show on the main prospect record, on the table to the right.
 

If you have clicked on a tracked email link or filled out a form previously without clearing your cookies/cache, the form may have some information pre-filled.

By default we won't show fields that you've already completed. If the fields are set to "always display" we'll show the fields we already know (email address will always show), and we'll do our best to pre-fill the field with the information that we have on the prospect.

Don't want this information pre-filled? Your Account Engagement form field can be edited to not prefill.
 

Never fear, this just means that you accidentally clicked on a tracked email link that was intended for someone else (usually from a forwarded email).

The best thing to do is to clear your cookies. This will wipe your browser clean of any Account Engagement cookies so you can be tracked as yourself again.

We suggest to always include the "Not You" link in your forms; you can add that link in the "Look and Feel" step of your form builder. Be aware that the "Not You" link only resets the information pre-populated in the form. This feature does NOT clear the browser's cookies. 
 

Whoa there! That's not always a good idea. If you ever want to fill out a form for someone else, first go to the form and edit it to make it a “Kiosk mode” form in the "Look and Feel" step of the form builder.
 

If it's not in "Kiosk mode", your browser cookie will mean that you will start to be tracked as the prospect you filled out the form for.

Our forms default to automatically draw focus to the first form field. If your form is positioned low on a page, you may want to consider removing the form Auto-Focus so the page doesn't "jump" to the form. To do so, follow these steps:
1. Go to the layout template that is used for the Form.
2. Click 'Edit'.
3. Click on the Form tab.
4. Search for %%form-javascript-focus%%.
5. Delete that tag from the code and save.