Troubleshooting B12 forms

Contact forms let visitors send you messages and details directly from your website. When a form stops behaving as expected, the cause is usually one of a few common issues. 

You can review every submission under Form Submissions in your dashboard. If your plan includes Client Engagement, submissions also appear as contacts in Contact manager.

Submissions come through without a name or email

A form is submitted, but the entry arrives with no name or email attached. In Contact manager it shows as "Anonymous," and under Form Submissions the name and email come through empty.

This usually happens when the form's name and email fields aren't matched to the submission correctly. A form built by the AI Agent can have this mapping wrong from the start. Because the name and email aren't matched to the right fields, the submission can't be saved with that information.

To fix it, ask the AI Agent to match the fields correctly. Open the AI Agent and send a prompt like this one:

Make sure the name and email fields on my [Contact] page form are correctly matched to the form submission, so each submission is saved with the visitor's name and email.

After the AI Agent finishes, submit a test entry and confirm the name and email now appear under Form Submissions. If the details still aren't captured, you can ask the AI Agent to rebuild the form using B12's standard fields as a fallback.

The form shows an error when someone submits

When a visitor tries to submit, they see a message like "Sorry, we were not able to submit the form. Please review the errors and try again." This is most common on longer, multi-step, or heavily customized forms.

To find out what's going wrong, check your browser's console. The console is a built-in tool that logs technical messages from the page, and when a form fails it usually records an error that explains the cause. Here's how to open it and capture the error:

1. Open your live site in your web browser and go to the page with the form.
2. Right-click anywhere on the page and select Inspect.
3. Select the Console tab.
4. Try submitting the form again and watch for a new message, usually shown in red.
5. Copy the full text of that message. Then share the error with the AI Agent so it can investigate and fix it: 

Visitors get an error when submitting the form on my [page name] page. Here is the error from the browser console: [paste the console error]. Please investigate and fix it.

Submissions can also fail when the form's spam protection (reCAPTCHA) can't load or flags the visitor by mistake. VPNs and ad or script blockers are common causes, so ask the visitor to turn them off and try again. To learn more, see Protecting your website from spam form submissions.

If you can't capture a console error, you can ask the AI Agent to rebuild the form using B12's standard setup, which resolves many submission errors. If the form still won't submit after that and you've republished your site, contact support so the team can investigate.

Notification emails aren't arriving or look empty

Each time someone completes your form, B12 sends a notification email so you know about the submission. If those emails aren't reaching you, work through these checks in order, starting with the simplest: 

• Check your spam or junk folder. Notification emails are sent from a B12 address, not your own domain, so some inboxes filter them. If you find one, mark it as "not spam" so future notifications reach your inbox.
• Check who receives notifications. Notifications go to the team member the form was set up with, usually the account owner, plus any CC addresses. Changing your account email later doesn't update this. If you've changed your email since the form was made, add your new address under CC in the form's email settings, or chat with B12's Support Team to change who receives them.
• Check the form's email settings. In Visual edit, click the form and select Edit form. Under Automated emails to you, make sure the Form submission confirmation template says Enabled, and that the From and CC addresses are correct. If it says Disabled, no notification emails are sent for regular contact forms.
• Rule out a field mapping issue. If notifications arrive but the details are blank, the submission data isn't being captured. This is usually the same mapping issue described in Submissions come through without a name or email. Fix the mapping, then test again.

If you've worked through all of these and notifications still aren't arriving, it's possible we're unable to deliver to your email address. Chat with B12's Support Team so we can look into it with you.

If none of the above worked

If you've tried the fix for your issue and the form still isn't working, these two steps resolve most remaining problems.

Restore a working version. B12 automatically saves a version of your site after every change. If your form worked recently and then stopped, you can return to that point. In the top toolbar of the B12 Editor, select the Restore icon, choose a version from before the problem started, and restore it.

Contact support. If the form still isn't working, chat with B12's Support Team or email hello@b12.io, and the team can investigate.

Frequently asked questions

→Where do I find my form submissions?

⇒Open Form Submissions in your dashboard's left sidebar. Every submission is listed there on all plans, even if a notification email didn't arrive.

→Can notifications go to a different or additional email address?

⇒Yes. Add the address under CC in the form's Automated emails to you settings, and that inbox gets a copy of every notification.

→Can I send visitors to a thank-you page after they submit?

⇒Yes. In Visual edit, click the form and select Edit form. Under Next steps, set Next step to Redirect to another page, then choose the page under Links to.

Next steps

• Adding and editing contact forms
• Viewing and understanding form submissions
• Protecting your website from spam form submissions