17 Replies Latest reply on Apr 19, 2016 3:00 PM by f71b5cda9c32bb2d32944c75dce4d736df6249cf

    Submitted form ignored by Marketo

    Alex Shelukhanov

      What may cause a situation not adding a member to a Program after someone submits form? We noticed that happening for some email addresses.

       

      These people also do not receive any confirmation emails and are not recorded in the Smart Campaign results at all.

      So, it looks like the form has been submitted on user end, but has not been received by Marketo at all.

       

      This happened with some of our corporate addresses while testing on different browsers.

      Some of these emails are already registered leads in our Marketo database, some of them - not.

       

      What causes forms submitted not being received (ignored) by Marketo ? Why this happens ?

      Please help!

       

      Thank you.

        • Re: Submitted form ignored by Marketo
          Sanford Whiteman

          Let's be very clear about what and where is being "ignored." Does the form fillout appear in the lead's Activity Log? This where your troubleshooting must start. Don't start at the Smart Campaign, start at the ActLog. Then check SC qualification rules.

          • Re: Submitted form ignored by Marketo
            Nicholas Manojlovic

            Did it work the first time, but not on subsequent times?

             

            If could be a qualification rule in the "Schedule" tab of the smart campaign. If you've limited leads to flow through a campaign only once, then your subsequent testing will be "ignored".

             

            I know this isn't exactly what you've described above but it's worth a look..

              • Re: Submitted form ignored by Marketo
                Alex Shelukhanov

                Hi Nicholas,

                 

                It never worked for any of those emails.

                 

                "Shedule" setting are

                Campaign Status:     Active
                Smart List Mode:     Triggered
                Smart Campaign Settings
                If lead has been in this Smart Campaign before
                Each lead can run through the flow every time
                If lead has reached the communication limits
                Ignore limit

                 

                So, probably this not the thing that causes this issue.

                 

                Thanks.

                  • Re: Submitted form ignored by Marketo
                    Alex Shelukhanov

                    UPDATE:

                    Sorry guys, I was looking at a different lead database before.

                    I double checked with the correct Lead Database and found that all 3 leads are registered in Lead database.

                    2 of them have two lead records with the same email address. One of these duplicate leads has a record in Lead Activity log "Filled Out Form".

                    The 3rd lead also has a "Filled Our Form" record.

                     

                    What is the reason for Marketo that prevents  Alerts and Emails being sent out ?

                     

                    In SC flow I am using a Change Data Value rule for a lead.field that was created when all of these leads were already in the database.

                    I assume something prevents this Field to be updated for previously existing leads and this cause the whole Flow (with Alert and Email) not being executed. For all these 3 leads this field has not been updated, however "Change Data Value" is on 3 step of flow. (1 step - Alert, 2 - Email)

                     

                    The "Change Data Value" rule says

                    If: <selected lead field> is empty