If known visitor, show custom HTML not working

[Anonymous]

I tested the “If known visitor, show custom HTML” with a Forms 2.0 form on a Marketo landing page. But in my tests, it’s not working. If I visit the page with the tracking cookie of an existing Marketo lead set, I only see the prefilled form instead of the custom HTML snippet I defined in the form settings.

Anyone else had this issue? Did I miss any setting or something?

[Josh_Hill13]

Do you have progressive on?

Did you add anything to the javascript on the page?

Did you try it on a Marketo only page? Or another browser? It usually works for me.

[Anonymous]

Progressive Profiling is disabled.

Custom HTML is not showing whichever browser I use.

And yes, I use some custom JavaScript in my landing page templates. But nothing which should prevent Marketo’s form script from displaying the custom HTML.

The fact that the form is prefilled correctly tells me that the form script knows that I am a known visitor. But it seems to ignore the “show custom HTML” setting.

[Josh_Hill13]

Did you use the default html/text in the Custom HTML area?

I'd check with Support or a developer. It should just "work" unless you had a bad javascript conflict.

[Anonymous]

I only have one paragraph with sample text in the custom HTML field. So this shouldn’t be the problem.

It’s nothign I need very badly. But I tested it because it could come in handy soon. So I’ll ask the support team.

[Anonymous]

Michael,

Did you get any resolution of this issue?

Did you hear from support on this?

I will have to reach out to support as Marketo landing page is NOT showing 'custom html' for known leads.

It shows the form 'prepopulated' with the lead's information. That means Marketo 'knows' that lead on that machine but still shown the form and is ignoring the 'known lead html'.

Some days back, I saw the same behavior and for curiosity, I kept the browser open. After an hour or two, the 'custom html' for known leads showed when I refreshed that same page.

Is there any delay involved? Is it documented / expected?

Rajesh

[Justin_Cooperm2]

We have a known issue where custom HTML won't appear if email address is the only field in the form. Haven't tested all combinations, but it seems that when First Name and Last Name are present in the form, this issue isn't there. I already have a bug filed on this. It obviously should always work, regardless of what fields you have used.

[Anonymous]

Thanks Justin.

I am on call with a support engineer right now. I will update him on this too.

I will test with adding the 2 fields on the form and see if it works.

My business users do not want any other field than email address on the form. Any idea when it might get fixed?

Thanks

Rajesh

[Anonymous]

Hi Justin,

I added First name and Last name to the form and it started working.

Writing here to confirm so that it can help someone else in case...

Rajesh