My sign up form does not seem to be adding people to the audience group.

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  • Problem
  • Updated 7 months ago
  • Acknowledged
I'm using a sign up form on my client's website, and it seems to work okay, but no one is being added to the audience group.  In the past, we used to call this purgatory.  Can you help me find where people are going?
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LAL Computers

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  • bummed out

Posted 8 months ago

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Zach Sharpe, Employee

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Hello!

There are a few things we can check. One would be to see if there is a group assigned to the signup form from within Emma. You can check this by going to audience > forms > signup. From here ensure the 'add to groups' section to the right of your signup form fields has a group selected.

You can see if contacts are floating without a group (we refer to this as a 'Limbo' segment) by going to audience > segments > create a new segment > find contacts based on audience groups > not in any group. Also see our resource center article here on that:

https://support.e2ma.net/Resource_Center/Account_how-to/Using_the_segment_builder#What_does_.22Limbo...

If you are still experiencing issues feel free to pass along the user name that you use for the account and the exact signup form name and I can jump in and take a look!

Thanks!

Zach
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LAL Computers

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Zach - I'm following up here, because I don't really know where else to turn.  I spoke to someone on the phone last week about this issue.  As it turns out, the code for the form I was using - was wrong - even though it had been copy/pasted from my account.  So, no errors were occurring. Just - entries went ??? I'm quite frankly, terrified that a year's worth of leads are now gone.  My login is LAL.
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Zach Sharpe, Employee

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Hello! 

What is the exact name of the Emma signup form in your Emma account that was implemented in the site. I can take a look!

Thanks!
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LAL Computers

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It's a classic form in Flexo Wash US called RFMI.
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Zach Sharpe, Employee

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Thanks for the additional information! I clarified with Caroline what had been interfering before. 

The signup form *is* setup correctly but was functioning correctly because of conflicting functions on the hosted site. 

I visited this signup form on its own (https://signup.e2ma.net/signup/1425466/1412155/) and confirmed the form is working on its own.

Unfortunately there is no way of salvaging any contacts that would have signed up but did not enter the account.

Moving forward I would be sure to test the signup form URL by itself, then implement it into the site and ensure its working after being implemented as well.

I wish we had a better solution for you on this, when it comes to the site conflicting with the way signups come through our hands are a bit tied on what we are able to do, especially retroactively.

Let me know if I can do anything to help on explaining the Emma side of how signup forms are generated.

Thanks,

Zach