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Troubleshooting issues with your forms

🎨 Issues when creating your form

I get the error message "You do not have access to Forms at this time" when trying to access the Forms page

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We've disabled your access to the Forms page as a precaution, suspecting phishing activity on one of your forms.

Contact our support team by creating a ticket from your account for assistance.

Can I change the "Select one" text for the Single choice block?

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You can change the Select one text only if you use HTML or simple HTML to share your form.

To change the Select one text for the Single choice block, find the tag <option value="" disabled selected hidden>Select one</option> in the HTML code of your form and replace Select one with the text of your choice.

Can I change the default country flag for the SMS attribute?

You can change the default country flag for the SMS attribute only if you use HTML or simple HTML to share your form.

To change the default country flag for the SMS attribute, find the attribute data-country-code in the HTML code of your form and replace the existing shortcode with the shortcode of the country whose flag is to be set as the new default.

Here are a few examples:

Set to India Set to France Set to the United States
<div class="sib-sms-input" data-placeholder="SMS" data-required="1" data-country-code="IN" data-value=""> <div class="sib-sms-input" data-placeholder="SMS" data-required="1" data-country-code="FR" data-value=""> <div class="sib-sms-input" data-placeholder="SMS" data-required="1" data-country-code="US" data-value="">

If the SMS field is not mandatory in the update profile form, and a contact only updates the Email field, what will happen to the SMS attribute?

The SMS attribute won't be updated. We will only update the information given in the form, and the other fields will remain unchanged.

🌐 Issues when sharing your form

Why does my form look distorted on my website?

If your form appears distorted on your website, it could be due to conflicting CSS properties between the form and your webpage.

To avoid this, consider using Iframe to embed the form. If you prefer to share it using HTML, we recommend you contact your website administrator or webmaster to adjust the CSS on your side.

Can I add two forms on the same webpage?

For now, you can only add more than one form on a webpage using Iframe.

📄 Issues when submitting your form

A subscription form generates the error message "Phone number is not valid", even when entering a valid phone number

If the phone number is valid and someone gets this error message, it means that they are already one of your Brevo contacts. This error message is displayed because it is not possible to submit a phone number that is already associated with an existing contact. You can add help text to your form to specify this.

To allow your contacts to update a phone number, create an update profile form.

My update profile form generates the error message "Sorry, this link has expired"

Update profile forms have the following limitations:

  • The contact submitting the form must already be in your Brevo contact database.

  • The form can only be used up to five times for the same email address within one campaign.

  • The form is valid for up to five days following the initial attempt for the same email address within one campaign.

If you encounter a Sorry, this link has expired error, it means one of these limits has been reached. These restrictions are in place to prevent spamming and cannot be removed.

⏩ What's next?

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

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