Form Fails

Tourial sends an email to Tourial admins for 3 specific form failures if you are using the HubSpot integration. We do not alert Marketo or Pardot users of form fail errors.

There are three common form failures that may occur when a visitor attempts to submit a form in one of your interactive demos or in a tour center.

• Blocked Email

  • You may have blacklisted specific emails on your end

  • You have enabled ‘exclude generic emails' in your HubSpot forms, but not in your Tourial form

    • We will attempt to auto fix this every week through automations that we run

• CAPTCHA is enabled in your HubSpot form (HubSpot does not allow 3rd party forms to submit to their API if CAPTCHA is enabled on that HubSpotform)

• Required field missing

  • You have a field in Tourial that no longer exists in HubSpot (you've likely removed a field in your HubSpot form but did not remove that field in your Tourial form)

  • The inverse of this, 'you have a field in HubSpot that does not exist or is not mapped in your Tourial form', can also occur. We do not currently send email alerts for this. Tourial gets an internal email alerting us, and we pass this on to the account admins.

    • If the field in HubSpot that is missing in your Tourial form is REQUIRED in your HubSpot form, the form submission will fail. But if that same field is OPTIONAL in your HubSpot form, the form submission will fire with no issue.

    • This specific rule applies to HubSpot, Marketo, Pardot, and Salesforce form integrations.

You can see these three emails below:

BLOCKED EMAIL

Subject: Issue with Recent Form Submission Due to a Blocked Email Address ​ ​Hi there, ​

We were unable to process a recent form submission because the email domain has been blocked by {YOUR MAP INTEGRATION}. We apologize for the inconvenience. ​

Form submission information:

First Name: John

Last Name: Doe

email: [e-mail]

If you have any additional questions please reach out to [e-mail].

Thank you,

Tourial Team ​

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CAPTCHA

Subject: Issue with Recent Form Submission due to CAPTCHA

​Hi there,

​We were unable to process a recent form submission due to an issue with the CAPTCHA verification. We apologize for the inconvenience.

​Please confirm you don’t have a CAPTCHA configured on {FORMNAME} in your {MAP} form settings to prevent this from happening again.

​Form submission information:

First Name: John

Last Name: Doe

email: [e-mail]

If you have any additional questions please reach out to [e-mail].

​Thank you,

Tourial Team

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REQUIRED FIELD MISSING / FIELD NOT IN FORM DEFINITION

Subject: Issue with Recent Form Submission due to Missing Field

​Hi there, ​

We were unable to process a recent form submission due to a missing form field. We apologize for the inconvenience. ​

{{if FORMV3}} Please go to app.tourial.com/forms, select {FORMNAME}, disconnect, then reconnect the form. ​

{{if FORMV2}} Please go to app.tourial.com and ensure the number Tourial form's fields match the number of {MAPNAME} fields. ​

Form submission information:

First Name: John

Last Name: Doe

email: [e-mail]

If you have any additional questions please reach out to [e-mail].

Thank you,

Tourial Team