The contact form isn’t working

Hi @philapho ,

I hope you’re doing well.

Could you please check under the Form > Behavior > Rendering tab, and confirm if the “Load Form using AJAX” option is enabled?

You can see more info about this feature here – https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#rendering

This usually helps to avoid issues with caching.

Please let us know how it goes.
Best Regards,
Williams Valerio

Hello @philapho,

Hope you’re doing well today! Thank you for sharing more information.

I tested the site you’ve shared, but I was unable to replicate the issue while I tried making a couple of test submissions. The form submission went fine, and the error was not replicated.

Based on the console log you have shared earlier, those seem to be warnings and shouldn’t really affect or cause the error that you are noticing.

Apart from that, I also didn’t notice any console error on the site you’ve shared. Ref: https://monosnap.ai/file/fENZuqclVgtW9JhkHQagNOBfHwEu5E

That said, since you have a cache plugin can you please try enabling “Prevent page caching on form pages” by navigating to the Form >> Behavior >> Rendering, you can refer to the guide here https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#rendering and then test the form in incognito/private mode on the browser and check if it works fine?

Please let us know how it goes.

Kind Regards,
Saurabh

Hi @philapho,

I was able to replicate the “Un problème est survenu.” error on your site during testing. I tried adding a URL parameter to rule out cache issues, but I still saw the same behavior.

Could you please share the form export so that we could have a better idea regarding the existing form settincgs?

Please check the following doc on how to export a form:
https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#import-export

If you are concerned about any sensitive information in the form, then you can duplicate your form, remove any sensitive information, and then export it.

You can share the export file via Google Drive, Pastebin, Dropbox, or any cloud service in the next reply.
Looking forward to your response.

Best Regards,
Nithin

Hello @philapho,

Hope things are going well for you.

Unfortunately, the link is password-protected, and we don’t have access to it. Will it be possible to share the form export via email, Google Drive or Pastebin

To share the form export
– Navigate to the “Forminator -> Forms” page in your site’s back-end
– click on a little “gear” icon next to the form in question
– select the “Export” option
– copy the given export code and paste it at https://pastebin.com
– include the link to that paste in your response below.
– Refer to this guide: https://wpmudev.com/docs/wpmu-dev-plugins/forminator/#import-export.

Note: this export will not include any data that is already submitted – they’ll stay safely on your site, and we don’t need them anyway.

If you don’t wanna share the form publicly, you can email us at wpsupport@incsub.com so we can take a closer look at the form.

Ensure you follow this pattern:

Subject: ATTN: WPMU DEV support – wp.org

Please link back to this thread for reference (https://wordpress.org/support/topic/the-contact-form-isnt-working) 

Looking forward to hear from you soon.

–
Kind Regards,
Imran Khan

Hello @philapho,

Thanks for sending the form export. I tried importing it on my test site and couldn’t reproduce any issues there. The form is submitting fine. Additionally, I tried some submissions on the live site, but I couldn’t replicate the issue either.

I understand one of my colleagues seems to have replicated the issue here: https://wordpress.org/support/topic/the-contact-form-isnt-working/#post-18941880.

Meanwhile, It could be situation where the same browser or same extension could be causing the issue, can you please do a few additional test?

– Please try turning off the Enable Honeypot protection and see if that helps to resolve the issue?
– If not, then try submitting the same form using the mobile with mobile data? If the issue persists, you can extend the test a bit further, because it’s entirely related to the site.
– Further testing requires creating a full backup via the Hosting panel or using any site backup plugin.
– Also, you can create a staging site if the hosting offers any feature; if not, you can use this plugin https://wordpress.org/plugins/wp-staging/ to create a staging site.
– On the staging site, please try to replicate the issue. If the issue still exists.
– Deactivate all the plugins except Forminator, switch to the WordPress Default theme and see if that helps resolve the issue. If so, something in the site’s plugin or theme is causing the issue.
– Try activating each plugin one by one and try checking the same. Until you reproduce the same error, the last plugin or theme activated will be causing the issue.
Here is the conflict test documentation, which you can refer to if you feel stuck while doing a conflict test.
https://wpmudev.com/docs/getting-started/getting-support/#conflict-test
https://wpmudev.com/wp-content/uploads/2015/09/Support-Process-Support-Process.gif.

Meanwhile, I’ll check with my colleague about this and ask him to verify the import file on his end. Also, you can share your findings and updates too.

–
Kind Regards,
Imran Khan

Hi @philapho,

I couldn’t replicate the issue with the form export when tested in my system. It appears the issue is specific to your website.

To start with, could you please confirm you are running the latest version of Forminator? The latest version is 1.55.0, while the version in the form export points to 1.54.

Could you please check whether updating the plugin to the latest version makes any difference?

If the issue is still the same even after the above then we would highly recommend the steps mentioned in our previous response which also includes setting up a staging site to rule out if the issue isn’t due to conflict.

https://wordpress.org/support/topic/the-contact-form-isnt-working/#post-18942173

Please do let us know how that goes.

Regards,

NIthin