HubSpot Form Submissions Showing as Offline Sources? Here's How to Fix It
The Case of the Missing Form Data: A HubSpot Mystery
Ever had that sinking feeling when your HubSpot data doesn't quite add up? A recent HubSpot Community thread highlighted a frustrating issue: form submissions being incorrectly attributed to 'Offline Sources.' User s-stringa noticed that form submissions from their WordPress website, integrated with HubSpot via the HubSpot plugin and the Avada theme, were no longer tracking correctly. Instead of showing as 'Paid search,' 'Organic search,' or 'Direct traffic,' they were all landing under 'Offline Sources,' and valuable activity data was missing. Let's dive into the solutions offered and see how you can troubleshoot similar problems.
First Steps: Cookie Check and Incognito Mode
Pashairshad jumped in with some excellent advice, pointing out that this behavior often indicates HubSpot isn't associating browser activity with the visitor. The key is the hubspotutk cookie. If HubSpot can't read or write this cookie, attribution defaults to 'Offline Sources.'
Here's a handy trick to check if the cookie is present: open your browser's developer tools and run this command in the console:
document.cookie.includes("hubspotutk")If it returns "false," you've got a cookie problem! As Pashairshad mentions, ad blockers or Content Security Policy (CSP) settings could be interfering. Try testing in an incognito browser to rule out browser extensions.
Digging Deeper: Form Configuration and Conflicts
S-stringa discovered that newly created forms *were* tracking correctly, while older forms were not. Further investigation revealed that the consent field for HubSpot communications wasn't being set in the problematic forms. This suggested a configuration issue within the form itself.
The user then experimented with adding elements from the old form to the new one, a process of elimination to find the culprit. While reCAPTCHA was suspected, it wasn't the direct cause.
The Mystery Deepens: Site-Wide Impact
The situation took a turn when *all* newly created forms started exhibiting the same issue. This pointed to a potential problem at a higher level, possibly within the HubSpot plugin, the Avada theme integration, or even a recent HubSpot update. Remember, s-stringa was using the free HubSpot tools, which might have limitations compared to paid plans.
Community Suggestions and Further Troubleshooting
BérangèreL provided links to other community threads discussing similar issues, highlighting solutions from users like Phil_Vallender, karstenkoehler, and GiantFocal. These threads often suggest checking integration settings, API configurations, and potential conflicts with other plugins or scripts.
While s-stringa noted that their situation differed slightly, the core issue remained: HubSpot was failing to properly attribute form submissions, leading to lost data and inaccurate reporting. This is a common pain point for many HubSpot users, especially those relying on integrations with third-party form builders.
ESHOPMAN Team Comment
This thread highlights the importance of understanding how HubSpot tracks website activity and attributes form submissions. The hubspotutk cookie is critical, and any interference with its functionality can lead to inaccurate data. For ESHOPMAN users, ensuring seamless integration between your storefront and HubSpot is paramount. If you are using a storefront besides ESHOPMAN, double-check your integration settings and monitor your data closely for any discrepancies.
Wrapping Up: Proactive Monitoring and Testing
The key takeaway here is proactive monitoring. Regularly check your form submissions to ensure they're being tracked correctly. Use incognito mode and browser developer tools to diagnose cookie-related issues. And if you're using third-party form builders, thoroughly test the integration with HubSpot, especially after updates to either platform.
While the exact cause of s-stringa's problem remained unresolved in the thread, the troubleshooting steps and community suggestions provide a valuable roadmap for anyone facing similar HubSpot tracking issues. Remember to isolate variables, test thoroughly, and leverage the HubSpot Community for support!