Overview
Third-party tracking services such as CallRail, HubSpot, Ruler Analytics, and ServiceTitan can sometimes show captured form submissions that cannot be found within the Gravity Forms entry list. This article expains some reasons for that.
Why It Happens
Third-party tracking services often use JavaScript to capture form submission data directly from the browser. Because these scripts run when the submit button is clicked, they record the attempt before the form data is sent to the server.
This means they are captured before Gravity Forms has performed any validation, and the tracking service records a submission that Gravity Forms never actually saves as an entry.
There are several reasons a submission may appear in a tracking service but not in Gravity Forms:
- The submission failed server-side validation (e.g., a required field was left blank or an invalid email address was entered). Gravity Forms displays a validation error to the user and does not create an entry.
- The submission was caught by the Gravity Forms honeypot or other spam detection and was not saved, or was saved and marked as spam.
- The submission failed at another point in the processing pipeline, such as a failed payment on a form that requires payment before an entry is created.
Note: In all of these cases, the tracking service records the attempt because its script has already captured the data. Gravity Forms does not create an entry because the submission was not completed successfully.
Checking for spam entries
If you believe a submission should have been saved as an entry, check the spam folder in your form’s entry list. Gravity Forms may have saved the entry and marked it as spam rather than discarding it. To view spam entries, open the Entries page for the form and select Spam from the entry status filter.
Refer to the Reviewing Spam Submissions article for more information, and if you need further assistance, please contact support.