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Troubleshooting form issues

Use this guide to fix any problems you might be experiencing with the Form Block or Newsletter Block

MailChimp isn't receiving new subscribers

If you're not receiving form submissions or new subscribers when connected to MailChimp, you can use our Troubleshooting MailChimp issues guide to resolve the problem.

Note: When testing a Form or Newsletter Block, use an email address that isn't already on your MailChimp list. Email addresses already on the list won't receive another opt-in email.

Google Drive isn't receiving new subscribers

If you're not receiving form submissions or new subscribers when connected to Google Drive, there are a couple places that may be causing the issue. 

Option 1 - Check that your document isn't using special characters

If you have special characters in Form Field titles (like å ä ö), the letters are omitted in the Google Sheet that stores form submissions.

Form Field titles in Chinese, Korean, Japanese, Cyrillic, Farsi, and Arabic, and other characters outside of the Latin alphabet display as generalized English placeholder names in column headings in the Google Sheet.

Note: If a visitor enters special characters in their form submissions, the submission displays correctly in the Google Sheet. The special character limitation only applies to Form Field titles.

Option 2 - Ensure column headers in the Google Sheet match the Form Block field titles

If you rename a column in your Google Sheet, the form won't recognize the submission from the corresponding field. Instead, you'll see a blank field on the Google Sheet submission.

Email: "Form submission error"

If you receive an email saying "You have an unsaved Form Block submission," your Form Block or Newsletter Block might be having trouble connecting to Google Drive or MailChimp. This email is a failsafe to ensure that if the connection to Mailchimp or Google Drive fails, the form submission isn’t lost. This email is sent to the email address on file for the site owner.

To resolve this issue, disconnect and reconnect your block from Google Drive or reset its connection with MailChimp.

Fake or invalid emails

This email is also sent when a submitted email appears fake or mistyped. In these instances, the first paragraph of the email will say “(MailChimp list: [email] looks fake or invalid, please enter a real email address.)”

This error is caused by an improperly submitted email address and doesn’t require resetting your MailChimp connection.

Not receiving form submission emails

Sometimes form submissions may filter into a spam or junk folder instead of your inbox. To resolve the issue, ensure that all emails from our default email address arrive in your inbox. Add to a whitelist or add a rule or filter to accept all emails from this email address.

Note: If you use Gmail, learn more in the Gmail Help Center. If you use Outlook, learn more in the Windows Help Center

Error Message: "Error communicating with storage services"

Sometimes when a visitor attempts to submit a form, a "Form not fully sent. Error communicating with X of X storage services" message displays. This can usually be resolved by reconnecting storage options or re-saving the block.

There are a few steps you can take if this is happening.

  1. Disconnect and reconnect the storage options using the steps in Managing Form Block storage.
  2. Double-click the Form Block or Newsletter Block while editing a page to open the Edit Form window, and then click Save. This refreshes the block and usually resolves connection issues.
  3. If the above steps don't work, remove the block and re-add it.

Error message: "Unknown authorization header"

If the block is connected to a Google Sheet, you may receive an "Unknown authorization header" email from Squarespace. You can fix this by temporarily disconnecting the form from Google Drive and resetting permissions in your Google account.

Note: Disconnecting the Squarespace app from Google Drive will disconnect all Squarespace forms connected to that Google account.

To resolve the issue, follow these steps: 

  1. Double-click the Form Block or Newsletter Block on the page or post.
  2. Click the Storage tab.
  3. Click the "x" to disconnect the form from Google Drive.
  4. Log into your Google Drive account.
  5. Click the in the top-right corner and select Settings from the drop-down menu.
  6. Click Manage Apps.
  7. Scroll down to Squarespace, and click Options.
  8. Select Disconnect from Drive from the drop-down menu.
  9. Return to the Form Block on your Squarespace site, and reconnect it to Google Drive from the Storage tab. This reconnects the form to the same Google Sheet that was previously connected.

Error message: "Add storage to this form"

If you try to save a Form Block or Newsletter Block without selecting a storage option, a message will appear asking you to tell us where to submit form submissions.

Selecting a storage option tells the block where to send submissions so you can collect and take action on them. In Form Blocks choose an email address, MailChimp account, and/or Google Drive. In Newsletter Blocks, choose a MailChimp account and/or Google Drive.

To get started, visit Managing Form Block storage.

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Troubleshooting form issues