HubSpot Forms Going Dark? Troubleshooting 'Offline Sources' Attribution

The Mystery of the Vanishing Form Data: Why HubSpot Attributes Submissions to 'Offline Sources'

It's a common frustration for HubSpot users: you're diligently collecting leads through your website forms, only to find that the 'Original Source' property in HubSpot is stubbornly set to 'Offline Sources.' This means you're losing valuable insights into which channels are driving your leads, making it difficult to optimize your marketing efforts. This article dives into the common causes of this issue and provides actionable steps to troubleshoot and resolve it, ensuring your form submissions are accurately attributed.

We'll explore a real-world scenario based on a recent HubSpot Community thread, offering practical solutions applicable to various situations. Whether you're using native HubSpot forms or integrating with third-party form builders, this guide will help you regain control over your data.

The Case Study: WordPress, Avada, and the 'Offline Sources' Conundrum

In the HubSpot Community, user s-stringa reported that form submissions from their WordPress website, using the Avada theme and HubSpot plugin, were suddenly being attributed to 'Offline Sources.' Previously, these submissions were correctly tracked as 'Paid search,' 'Organic search,' or 'Direct traffic,' with full activity data associated with each contact. The user confirmed that no major changes had been made to their website or HubSpot configuration, making the issue even more perplexing.

This scenario highlights a common problem: integrations, especially with third-party tools, can sometimes break down, leading to inaccurate data in HubSpot. Let's explore the troubleshooting steps recommended by experts and how you can apply them to your own situation.

Step 1: The Cookie Crumbles – Checking the hubspotutk Cookie

The first line of defense is to verify that HubSpot is correctly tracking visitors on your website. HubSpot uses a cookie called hubspotutk to associate browser activity with a specific contact. If this cookie is missing or inaccessible, HubSpot will default to attributing the submission to 'Offline Sources.' Pashairshad, a helpful community member, suggested a simple test:

1. Open your browser's developer tools (usually by pressing F12).
2. Navigate to the 'Console' tab.
3. Type the following command and press Enter:

document.cookie.includes("hubspotutk")

If the command returns true, the cookie is present. If it returns false, HubSpot is not able to read or write the cookie. Here's an illustration of what this looks like:

If the cookie is missing, consider the following:

• Ad Blockers: Disable ad blockers or tracking protection features in your browser and try again.
• Content Security Policy (CSP): Check your website's CSP settings to ensure they are not blocking HubSpot's tracking scripts. CSP errors will often appear in the browser's developer console.
• Cookie Consent: If you're using a cookie consent banner, ensure that HubSpot's cookies are properly whitelisted and that users are giving consent for tracking.
• Incognito Mode: Test in an incognito browser to rule out browser extensions or cached data as the cause.

Step 2: Form Configuration and Potential Conflicts

If the hubspotutk cookie is present, the issue might lie within the form configuration itself. In s-stringa's case, they discovered that newly created forms were tracking correctly, while older forms were not. This suggests a potential conflict or misconfiguration in the older forms.

Here are some things to check:

• HubSpot Plugin: Ensure you have the latest version of the HubSpot plugin installed on your WordPress website. Outdated plugins can sometimes cause compatibility issues.
• Form Builder Integration: If you're using a third-party form builder like Avada Forms, check for any recent updates or changes that might have affected the integration with HubSpot. Consult the form builder's documentation for specific instructions on HubSpot integration.
• Field Mapping: Verify that all form fields are correctly mapped to the corresponding HubSpot properties. Incorrect mapping can lead to data being lost or misattributed.
• Recaptcha: In s-stringa's case, the presence of reCAPTCHA on the older forms was suspected as a potential cause. While reCAPTCHA itself shouldn't directly interfere with tracking, it's worth testing with and without it to rule it out.

Step 3: The Subscription Setting Mystery

S-stringa also noticed that the 'Subscription' setting wasn't being correctly set in HubSpot, even when users checked the consent box on the form. This further points to a problem with the form's integration with HubSpot.

Here's how to troubleshoot this:

• GDPR Compliance: Ensure your forms are fully GDPR compliant and that you're explicitly requesting consent for subscription.
• Double Opt-in: Consider implementing double opt-in to ensure that users are genuinely subscribing to your communications.
• HubSpot Settings: Double-check your HubSpot subscription settings to ensure that the correct subscription type is associated with your forms.

When All Else Fails: Contact HubSpot Support

If you've exhausted all the troubleshooting steps and are still experiencing issues with form attribution, it's time to contact HubSpot Support. They have access to more in-depth diagnostic tools and can help you identify any underlying problems with your account or integration.

The Importance of Accurate Attribution

Accurate form attribution is crucial for understanding your marketing performance and making informed decisions. By correctly tracking the source of your leads, you can identify which channels are most effective, optimize your campaigns, and ultimately drive more revenue for your business. Don't let 'Offline Sources' steal your data – take the time to troubleshoot and ensure your forms are properly integrated with HubSpot.

Choosing the right tools is important, too. While this article focuses on troubleshooting, remember that selecting the **best website builder for ecommerce store** that integrates seamlessly with HubSpot from the start can prevent many of these issues. If you're looking for a robust e-commerce solution built directly within HubSpot, consider exploring ESHOPMAN, which offers built-in storefront and e-commerce functionality.