Lead Gen Form Doesn’t Always Submit

Hi @sendgo,

Thanks for reaching out!

For the issues related to form submission, I recommend checking these guides:

• Troubleshooting Cache Settings
• Troubleshooting JavaScript Errors

In case the issue continues after adjusting your site settings following the guide above, please let me know the form page URL. Also, share all the details on WPForms ? Tools ? System Info.

Thanks!

Hi @sendgo,

We haven’t heard back from you in a few days, so I’m going to go ahead and close this thread for now. But if you’d like us to assist further, please feel welcome to continue the conversation.

Thanks!

Hi @rsouzaam

Thanks for your response.

Following what I’ve read in the guides you shared and other guides too, here are some notes plus what I’ve done:

1. My site has only one page (excluding the privacy policy) and the LiteSpeed Cache lifetime was set at 1 week (I reasoned that this is okay since the site won’t be changing often). I’m however not getting the error message ‘The form was unable to submit. Please contact the site administrator.’ as shown in one of the guides. In fact, I don’t get any message when the form fails to submit.
2. I have excluded WPForm assets from JS caching (this was already done before starting this support thread).
3. I have changed caching lifetime to 45hours.

Please advise whether any of these changes might cause more or other problems.

I’ll test the form for two or three more days and see how it behaves. I’ll share the results.

Thanks for your assistance.

Hi @rsouzaam

Seems like I didn’t have to test much before bumping into the same issue. As you requested in an earlier reply, here are the system info details, including the URL (site URL) which has the form.

Looking forward to your assistance.

Thanks.

Begin System Info

-- WPForms Info

Lite: Nov 30, 2023 at 8:01pm (GMT)
Lite Connect: Backup is not enabled. Previously was enabled since Nov 30, 2023 at 8:17pm (GMT)

-- Site Info

Site URL: https://wezeshamarketing.co.ke
Home URL: https://wezeshamarketing.co.ke
Multisite: No

-- WordPress Configuration

Version: 6.4.2
Language: en_US
User Language: en_US
Permalink Structure: /%year%/%monthnum%/%day%/%postname%/
Active Theme: Blockpage 1.0.1
Show On Front: posts
ABSPATH: **********
Table Prefix: Length: 5 Status: Acceptable
WP_DEBUG: Disabled
WPFORMS_DEBUG: Not set
Memory Limit: 40M
Registered Post Stati: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed
Revisions: Enabled

-- WordPress Uploads/Constants

WP_CONTENT_DIR: **********
WP_CONTENT_URL: **********
UPLOADS: **********
wp_uploads_dir() path: **********
wp_uploads_dir() url: **********
wp_uploads_dir() basedir: **********
wp_uploads_dir() baseurl: **********

-- WordPress Active Plugins

LiteSpeed Cache: 6.0.0.1
WPForms Lite: 1.8.5.3
WP Mail SMTP: 3.11.0
Yoast SEO: 21.7

-- WordPress Inactive Plugins

-- Webserver Configuration

PHP Version: 7.4.33
MySQL Version: 5.5.5
Webserver Info: LiteSpeed

-- PHP Configuration

Memory Limit: 1024M
Upload Max Size: 64M
Post Max Size: 96M
Upload Max Filesize: 64M
Time Limit: 900
Max Input Vars: 5000
Display Errors: N/A

-- PHP Extensions

cURL: Supported
fsockopen: Supported
SOAP Client: Not Installed
Suhosin: Not Installed

-- Session Configuration

Session: Disabled End System Info

Hi @sendgo,

Thanks for all the details!

Looking at dev tools ? Network on your site, it seems you’re using Cloudflare (screenshot). But from the list of plugins in the System Info, you don’t have anything to clear the cache on Cloudflare.

With this, I recommend purging the cache on Cloudflare, and checking if you don’t have JavaScript optimizations enabled on Cloudflare. Also, I suggest installing a plugin to control Cloudflare settings and purge cache, and Cloudflare has an official plugin for this.

I hope this helps!

Hi @rsouzaam,

Thanks a lot for checking the page and sharing your thoughts.

About Cloudflare, yes, I can install their plugin. However, if I’m remembering well, even before setting up their CDN, I still experienced the same issue (I had set up Cloudflare’s Turnstile solution though). Also, I tested hCaptcha (Cloudflare CDN was active during this test) and got the same results–the form submitting and then stops after a few hours.

I’ll implement your suggestion and see how it goes. Should I set the TTL setting to match what I did with LiteSpeed Cache i.e. 45 hours?

Will revert once I test this.

Thanks.

Hi @rsouzaam,

I installed the Cloudflare plugin and did what you suggested. The form immediately submitted but less than 1 hour later, I tested and it was not submitting. I’ll do other tests including using a different theme, and see how it goes.

Thanks for your assistance on this.

Hi @sendgo,

Thanks for keeping us updated on this. I am sorry that you are still facing this.

Regarding your question about the TTL, setting up the TTL to 45 hours should be enough as indicated in our guide on?Troubleshooting Cache Settings.

Additionally, it looks like you are using anti-spam protection feature on your site. So if you are still facing the issue, to address this, here are some options:

• You can change the cache lifetime of the WPForms form token, and for this, please check out this article in the WPForms developer docs. Please note that this requires editing your website’s code, and is recommended for developers.
• You can disable the anti-spam protection feature in your forms. In this case, you can keep using hCaptcha or Cloudflare’s Turnstile or can use any one of our other anti-spam options.

I hope this helps. Thanks???

Hi @shawon001

Thanks for your reply. I disabled the form’s anti-spam protection, tested the form, and it didn’t submit. As I try other things, please advise on the below:

1. Do I need to use third-party anti-spam tools e.g. hCaptcha or Turnstile, or is the WPForms built-in anti-spam protection good enough?
2. Do I need to install the WP Mail SMTP plugin to have form entries submitted and notifications received or is this plugin only necessary when planning to send mass emails e.g. email marketing?

Looking forward to your answers.

Thanks.

Hello @sendgo,

Thanks for writing back with the follow-up questions.

I tried to submit the form on your site-?https://wezeshamarketing.co.ke/?and I could see the following Console error which is preventing the form from being sent:

• WPForms AJAX submit error
•  consoleLogAjaxError @ wpforms.min.js?ver=1.8.5.4:1

The “WPForms AJAX submit error” error message usually happens when the AJAX script which allows the form to submit without refreshing the page is not being allowed to load. This almost always stems from two possible reasons.

1) A file permissions issue. If you contact your host and ask them to reset file permissions, this should start working properly.
2) Another reason is the security policies that are enforced on the server. It is likely that your server has Mod_security (firewall) rules that are blocking the submit action of the admin-ajax request.

Your best bet to resolve this issue would be to reach out to your host to check these two points. They should be able to reset the file permission and check Firewall settings to unblock the admin-ajax request.

Regarding your other inquiries:

1. Do I need to use third-party anti-spam tools e.g. hCaptcha or Turnstile, or is the WPForms built-in anti-spam protection good enough?

-> All spam prevention tools are effective in stopping spam entries. However, since you have disabled the anti-spam protection feature, I suggest implementing hCaptcha or Turnstile, or reCaptcha to ensure effective spam prevention.

2.??Do I need to install the WP Mail SMTP plugin to have form entries submitted and notifications received or is this plugin only necessary when planning to send mass emails e.g. email marketing?

-> WP Mail SMTP is necessary when emails don’t get delivered from your site and there are many reasons why notification emails may fail to deliver after users submit your WordPress forms. To ensure the best email delivery, it’s best to configure an SMTP plugin with a popular mailer from?this?list.

If it helps, you can find more details about the common reasons for email delivery issues and troubleshooting steps here.

Hope this helps! Let me know if you have any other questions.

Thanks!???

Hi @shawon001,

I’m grateful for the input and assistance you and the rest of the team have offered. My website host got the issue resolved by moving me to a different server. Now everything is working fine.

Thanks again.

Hi @sendgo,

I’m glad to hear you got that sorted, and thank you for taking the time to let us know.

If you’d like more help with using WPForms Lite, please feel free to reach out.

Thanks!