Troubleshooting

Solutions to common issues you might encounter with NexusForm.

Form Display Issues

Form Not Showing on Storefront

Symptoms: Form block added but form doesn’t appear

Solutions:

1. Check Form ID

   • Open form in builder
   • Copy the correct Form ID
   • Paste into theme block settings
   • IDs are case-sensitive

2. Verify Form is Published

   • Go to Forms list
   • Check status is “Published” not “Draft”
   • Publish if needed

3. Clear Cache

   • Hard refresh the page (Ctrl+Shift+R)
   • Clear browser cache
   • Try incognito/private mode

4. Check Theme Block

   • Ensure block is saved in theme
   • Block should be visible, not hidden
   • Check block isn’t inside a hidden section

”Unable to Load Form” Error

Symptoms: Error message displayed instead of form

Solutions:

1. Re-publish the Form

   • Open form in builder
   • Make a small change
   • Save and publish again

2. Check Internet Connection

   • Form bundles load from CDN
   • Slow connections may timeout
   • Try refreshing the page

3. Browser Compatibility

   • Ensure modern browser is used
   • Disable browser extensions that might block scripts

Form Loads Slowly

Symptoms: Form takes several seconds to appear

Solutions:

1. Optimize Form

   • Reduce number of fields
   • Use smaller image backgrounds
   • Minimize custom styling

2. Check Network

   • Test on different connections
   • CDN issues are rare but possible

3. Browser Performance

   • Close unnecessary tabs
   • Clear browser cache
   • Try different browser

Submission Issues

Form Won’t Submit

Symptoms: Submit button doesn’t work or nothing happens

Solutions:

1. Check Validation Errors

   • Look for error messages on fields
   • All required fields must be filled
   • Format validation must pass

2. Browser Issues

   • Try different browser
   • Disable ad blockers
   • Check JavaScript is enabled

3. File Upload Issues

   • Files must be under size limit
   • File type must be allowed
   • Connection must be stable

Submission Not Appearing

Symptoms: Form submitted but not in submissions list

Solutions:

1. Check Filters

   • Clear all filters in submissions view
   • Check date range includes today
   • Search for the submission

2. Refresh the Page

   • Submissions list may need refresh
   • Try logging out and back in

3. Verify Form Published

   • Only published forms save submissions
   • Check form status

File Upload Failures

Symptoms: File upload error during submission

Solutions:

1. Check File Size

   • File must be under configured limit
   • Default is 5MB per file

2. Verify File Type

   • Only allowed types accepted
   • Check field configuration

3. Connection Issues

   • Large files need stable connection
   • Try smaller file to test

Email Notification Issues

Not Receiving Notification Emails

Symptoms: Forms submitted but no emails arrive

Solutions:

1. Check Spam Folder

   • Look in spam/junk
   • Mark as “not spam”

2. Verify Email Settings

   • Open form builder
   • Go to Email tab
   • Confirm notifications are enabled
   • Check recipient addresses

3. Test with Different Email

   • Try alternate email address
   • Some providers filter more aggressively

Wrong Email Content

Symptoms: Email arrives but content is incorrect

Solutions:

1. Check Template Variables

   • Variable names must match field names
   • Case-sensitive matching
   • Unknown variables show as-is

2. Re-save Template

   • Open email settings
   • Make a small change
   • Save and test again

Auto-Responder Not Sending

Symptoms: Submitters don’t receive confirmation emails

Solutions:

1. Verify Pro Plan

   • Auto-responder requires Pro plan
   • Check your subscription

2. Check Email Field

   • Form must have email field
   • Submitter must provide valid email

3. Confirm Enabled

   • Toggle must be on
   • Settings must be saved

Builder Issues

Changes Not Saving

Symptoms: Edits disappear after refresh

Solutions:

1. Check Auto-Save

   • Look for “Saved” indicator
   • Wait for save to complete
   • Don’t close tab during save

2. Network Connection

   • Ensure stable connection
   • Try saving again manually

3. Browser Storage

   • Clear browser storage
   • Try different browser

Drag and Drop Not Working

Symptoms: Can’t move or add fields

Solutions:

1. Browser Compatibility

   • Use Chrome, Firefox, Safari, or Edge
   • Update to latest version

2. Zoom Level

   • Reset browser zoom to 100%
   • Very high zoom can affect drag

3. Browser Extensions

   • Disable extensions temporarily
   • Some interfere with drag events

Undo/Redo Not Working

Symptoms: Keyboard shortcuts don’t work

Solutions:

1. Focus on Builder

   • Click inside builder area
   • Not in text input fields

2. History Limit

   • Maximum 50 steps stored
   • Older changes can’t be undone

Theme Issues

Block Not Available

Symptoms: Can’t find Nexus Form Block in theme

Solutions:

1. Theme Compatibility

   • Must be Online Store 2.0 theme
   • Older themes not supported

2. App Installation

   • Verify app is installed
   • Try re-installing app

Form Styling Conflicts

Symptoms: Form looks wrong, styling issues

Solutions:

1. Theme CSS Conflicts

   • Your theme’s CSS may override form styles
   • Contact support for custom CSS solutions

2. Check Color Scheme

   • High contrast against theme background
   • Try different color scheme

Plan and Billing Issues

Feature Not Available

Symptoms: Button is disabled or feature shows lock icon

Solutions:

1. Check Your Plan

   • Some features require paid plans
   • Upgrade to access Pro features

2. Verify Subscription

   • Check billing page
   • Ensure payment is current

Submission Limit Reached

Symptoms: Warning about submission limits

Solutions:

1. Upgrade Plan

   • Higher plans have more submissions
   • Pro plan has unlimited

2. Export and Delete

   • Export old submissions
   • Delete to make room

Getting More Help

Before Contacting Support

1. Check this troubleshooting guide
2. Try basic solutions (refresh, clear cache)
3. Test in different browser
4. Note exact error messages

Contacting Support

Provide:

• Store name/URL
• Form ID (if applicable)
• Steps to reproduce issue
• Screenshots of error
• Browser and device info

Useful Information to Include

Store: yourstore.myshopify.com
Form ID: clx1234...
Issue: Form not displaying
Steps: Added block, entered ID, saved theme
Browser: Chrome 120 on Windows
Error: "Unable to load form" message

Quick Reference

Issue	Quick Fix
Form not showing	Check Form ID, verify published
Won’t submit	Check required fields, validation
No email	Check spam folder, verify settings
Slow loading	Reduce fields, check connection
Can’t drag fields	Update browser, disable extensions