Web to Lead form broken?

Anyone else seeing issues with their Web to Lead forms. Our were working yesterday and then suddenly stopped. The issues started with our Web to Lead forms all being set to the same source (even though we had different forms with different lead sources) and then stopped working completely. Insightly is getting the API call because it is redirecting users back to our custom Thank You page, but Leads are not actually being created.

We have had to revert back to an older method for collecting customer information until we are sure we aren't losing leads.

Any help would be appreciated!

Thanks!!

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13 comments
  • Hi Justin!

    Thanks so much for bringing this to our attention. This appears to be a site performance issue and we're looking into it. We'll keep you and the Community posted with additional information as it's available.

    Once again thank you for bringing this to our attention. :)

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  • Thank you, Nora. One additional request: it would be great if there was a check in place on Insightly's end such that if the lead was not successfully created the user was presented an error page instead of being directed to the Thank You page. This latest issue is concerning since we only happened to catch it immediately because we were testing at the time and in the meantime our customers would have been submitting their info and getting the Thank You page believing we got their info. At least if they were thrown to an error page they would know they have to try again later instead of believing we never got back to them. 

     

     

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  • Great Suggestion Justin! This is definitely something to consider.

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  • Hi Justin-

    We've had a few people on our team test this out and it appears to be working. Can you please try it again?

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  • Good morning, Nora. Not quite working. Leads are being generated now but they are not capturing the Lead Source based on the Lead Source ID being passed into the form. They are all defaulting to the same Lead Source ID despite copying in the HTML directly from the Insightly page with a different ID associated.

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  • Good Morning Justin, I am glad that Leads are getting generated now. Currently, any changes for Lead Sources ID and Responsible Users are not honored in Web to Lead html form. We have a bug for it and will keep you posted as soon as we have some updates.

     

    Thank you for using Insightly,

     

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  • Thanks for the response, Nipuna. One quick clarification on your note. You wrote "Currently, any changes for Lead Sources ID and Responsible Users are honored in Web to Lead html form. We have a bug for it...". Did you mean changes to for the Lead Source IDs and Responsible User are not honored..."?

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  • Thank you Justin for pointing out, there was a typo :-)

     

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  • Thanks :) Just making sure I wasn't missing something.

    Also, please note that until there is an enhancement to send the user an error message (or to an error page) when the lead is not created, we will not be using the Web to Lead form for our business. It was very concerning to us that Insightly was receiving the requests and re-directing the user to the Thank You page even though the lead information was not saved. Obviously, we can't afford to have a lead think they have submitted their info successfully to us and for us to have no record of it. We very much look forward to this being addressed so we can continue using Insightly.

     

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  • Thank you Justin, we understand your concern and  will pass it to our product management team.

     

    Thank you !

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  • We are now having the same issue with no help from the support team. Has this bug been fixed?

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  • Hi Paige:

    I do see that our Support Team has been doing some trouble shooting with you and is working with our engineering team to get more information. Did you receive Erin's follow up this morning?

    You're in great hands with Erin :)

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  • Thank you @Paige and @Justin for your patience while we worked out the bugs on this bug.

    We have received an update that your webform should now be assigning the responsible user as selected when you generated your Web to Lead HTML code. 

    If you see otherwise on your next Lead, please definitely let us know.

    Thank you again for your understanding. Hope you have a great weekend!

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