Why isn't CANDDi tracking data from my form(s)?
CANDDi provides visitor level tracking. We track every interaction a visitor has with your website, including form submissions and data entered by the visitor. This is one of the methods CANDDi uses to identify actual individuals on your site.
Occasionally CANDDi struggles to capture or to interpret data from forms - this FAQ examines some of the reasons behind this. If you have had an inbound enquiry that you can see details for but that CANDDi has no details on, raise a support ticket and send us the link to that Contact and as much information as you have about when or how they enquired. We'll track it down.
CANDDi is unable to interpret form data: When form data is submitted then CANDDi attempts to interpret the data which it receives.
For example if you have a field called ‘emailAddress’ then CANDDi will determine that this contains email data and will map this to the visitor's profile. On occasion we find forms with field names which CANDDi is unable to interpret.
You can ‘code up’ these forms yourself using the Tags Dashboard. If you do this, and are still having problems, raise a support ticket.
CANDDi is unable to capture form data: In a few instances CANDDi is unable to actually capture the form data.
This usually happens when a form is running within an iFrame. If you believe that CANDDi is not correctly capturing the data on your site - please contact us (support@canddi.com) and we'll take a look.
There's too much information for certain browsers to pass back: Occasionally somebody will fill in so much information into a form that older browsers (Internet Explorer 8 and below) will struggle to pass the information back to CANDDi (and in fact sometimes your servers too). It's not often we see it, but it can happen. If this is the case, we'll let you know as part of your support request.
Have more questions? Contact us at hello@canddi.com or 0161 414 1080
Occasionally CANDDi struggles to capture or to interpret data from forms - this FAQ examines some of the reasons behind this. If you have had an inbound enquiry that you can see details for but that CANDDi has no details on, raise a support ticket and send us the link to that Contact and as much information as you have about when or how they enquired. We'll track it down.
CANDDi is unable to interpret form data: When form data is submitted then CANDDi attempts to interpret the data which it receives.
For example if you have a field called ‘emailAddress’ then CANDDi will determine that this contains email data and will map this to the visitor's profile. On occasion we find forms with field names which CANDDi is unable to interpret.
You can ‘code up’ these forms yourself using the Tags Dashboard. If you do this, and are still having problems, raise a support ticket.
CANDDi is unable to capture form data: In a few instances CANDDi is unable to actually capture the form data.
This usually happens when a form is running within an iFrame. If you believe that CANDDi is not correctly capturing the data on your site - please contact us (support@canddi.com) and we'll take a look.
There's too much information for certain browsers to pass back: Occasionally somebody will fill in so much information into a form that older browsers (Internet Explorer 8 and below) will struggle to pass the information back to CANDDi (and in fact sometimes your servers too). It's not often we see it, but it can happen. If this is the case, we'll let you know as part of your support request.
Have more questions? Contact us at hello@canddi.com or 0161 414 1080
Updated on: 04/02/2020
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