What should I check first?
- Check warnings in the appCheck the diagnostics results on the dashboard and any banners at the top of the screen. Click "Run diagnostics again" to see the latest status.
- Check the form statusCheck that the form is "Published" and not "Draft" or "Unpublished".
- Check the location and requirementsCheck that you meet the requirements for the form's location.
- Check your plan and limitsCheck that the location and features are included in your current plan and that you haven't reached the submission limit. After the 7-day trial ends, also check the "Some forms are hidden or partly disabled on your current plan" banner on the dashboard.
Why isn't my form showing?
| Situation | What to check |
|---|---|
| Your store uses legacy customer accounts | You can publish forms, but a warning is shown in the app. Depending on where your theme's links point, customers may not be able to reach the form. Consider switching to new customer accounts in your Shopify admin settings. |
| The form doesn't appear on the Thank you page or Order status page | If the upgrade to Checkout Extensibility isn't complete, you can't publish forms for these locations. |
| The form doesn't appear right after login | Check that you added the 「FormSync 会員情報フォーム」 (FormSync member info form) block to the "Orders" page in the customer accounts editor and saved. New customer accounts are required. |
| The form stopped appearing after the 7-day trial ended | After the trial ends, forms that use locations or features not included in your current plan are no longer shown in your store (the forms themselves are not deleted). Check the affected forms and reasons in the "Some forms are hidden or partly disabled on your current plan" banner on the dashboard, then choose a plan or edit the forms to fit within your plan. |
| The form doesn't appear on the profile, Thank you page, or Order status page | Check that you placed the FormSync block in the checkout editor or the customer accounts editor. |
| The form doesn't appear before login | Check that your published theme supports Online Store 2.0, that the app embed "FormSync login gate" is turned on in your published theme, and that you are on Basic or higher. When the gate page can't be shown, customers go to the normal login. |
| Only some fields don't appear | If a metafield definition used as a destination is deleted, the field automatically becomes "Disabled (definition deleted)" and you are notified in the app. Connect it again to show it. |
| The form is hidden by display conditions | Check whether "When to show it" is set to "Only customers who have not answered" or "Hide after one submission", and whether the redisplay period after a skip is still running. |
| The customer was excluded by automatic allow list matching | With the setting that checks the logged-in customer's email in the background, customers who aren't in the list don't see the form. |
| The submission limit was reached | While submissions are stopped, forms after login, on the profile, on the Thank you page, and on the Order status page are not shown, and nothing is submitted or saved. By default, forms before login show a message that the form is currently unavailable. Check your plan limits and usage. |
What if input isn't saved?
- In the "Data storage" tab, check that the field shows "Connected". Fields that are "Not connected" are not saved.
- For forms shown before login, values are applied after the customer finishes logging in and the app confirms the email address matches. If a form shown before login has no email field, the values can't be applied to the customer. If the customer doesn't log in within 7 days, the temporary data is deleted.
- SMS subscription can't be saved if the customer doesn't have a phone number registered. Ask customers to enter their phone number in the same form, or to register a phone number first.
- If saving to Shopify fails temporarily, the app retries automatically. If the problem continues, contact us.
What if entries don't pass the allow list?
- Check that the registered value is active and within its expiration date.
- Check that the value hasn't reached its maximum uses.
- For composite key matching, all values in the same row must match.
- Check that the column settings ("Ignore upper and lower case" and "Allow domain matching") are set the way you intend.
- After 5 failed matches, input is blocked for 15 minutes. Wait a while and try again.
- Check that matching hasn't stopped because the match limit was reached. While it is stopped, submissions to forms with matching set up are rejected.
- Check the results and details in the allow list's "Recent match log".
What if a feature is unavailable or I can't create something new?
Features not included in your current plan show a lock icon and the required plan name. When you reach the limit for forms, fields, tag rules, or allow list entries, you can't create new ones. See "FormSync plans and features" for details.
What should I send if the issue isn't resolved?
- Shopify store URL
- Form name and location (before login, after login, profile, and so on)
- Your current plan
- Any warnings shown in the app
- Date and time it happened, device, OS, and browser
- What you see on screen, without any confidential information
FAQ
I can't publish my form
Check the error details in the pre-publish check that runs when you click "Publish". You can't publish if a field's destination is set to metafield but the namespace or key is empty, if the form has no fields, if the form uses features not included in your current plan, if a Thank you page or Order status page form is used without Checkout Extensibility, or if a before login (gate page) form is used without a theme that supports Online Store 2.0. Fields whose destination is "Not connected" only show a warning and you can still publish, but input in those fields is not saved.
Customers can't get past the form before login
If allow list matching is set up, customers can't continue with values that aren't registered. Check the matching settings and the match log. Also, when the submission limit is reached, customers can't continue to login by default (fail closed).
Do forms become unpublished when the 7-day trial ends?
No, they stay "Published". However, after the trial ends, forms that use locations or features not included in your current plan are no longer shown in your store (the forms themselves are not deleted). You can check the affected forms and reasons in the "Some forms are hidden or partly disabled on your current plan" banner on the dashboard. When you resume a plan, the forms reappear automatically and you do not need to set them up again.
My forms were unpublished after I downgraded
Forms that go beyond the new plan's limits are unpublished automatically. Edit them to fit within the limits and publish again, or switch back to your previous plan.