Frequently Asked Questions
Here is a list of our most frequently asked questions:
Account Management
Can I sign in with Google, GitHub, or other social accounts?
Yes! Basin supports social sign-in with Google, GitHub, Facebook, and Twitter. Simply click the appropriate button on the sign-in page to authenticate with your social account. This creates a Basin account linked to that provider, so you don't need to manage a separate password. See our Sign In & Authentication guide for details.
Can I transfer a project from my account to another one?
Yes. You can initiate a project transfer from your Project Settings (the gear icon beside the project name). For more information please refer to the Project Transfer Docs
How do I change my email address?
You can update your email address in your Account Settings. You will need to enter your password in order to change your email address, if you don't have a password or you forgot it you can (re)set your password here
Can I secure my account with Two-Factor Authentication (2FA)?
Yes! Basin offers 2FA for your account through any authenticator app or via email. Navigate to your Account Settings to get 2FA set up. For complete setup instructions, see our Security & MFA guide.
My trial is expiring, will I lose access to projects I've been invited to?
No, projects you are a collaborator on will remain accessible as long as the project owner's subscription allows.
How do I delete my account?
You can delete your account by navigating to your Account Settings and clicking "Delete Account"
Billing and Plans
How do I switch my plan?
You can switch your plan by navigating to your Billing Settings and selecting "Change Plan". Then you can select a different plan or downgrade to the free plan.
How do I update my billing settings?
You can update your billing settings, including payment method, billing address, and tax information in your Billing Settings
What happens when I reach my submission limit?
It depends on your plan:
Paid plans (Basic, Standard, Premium, Agency): Your submissions will continue to be accepted without interruption. Any submissions over your monthly cap are automatically tracked and billed at our overage rates:
| Extra Submissions | Price per 1,000 |
|---|---|
| 1 - 5,000 | $5.25 |
| 5,001 - 10,000 | $5.00 |
| 10,001 - 25,000 | $4.50 |
| 25,001 - 50,000 | $4.00 |
| 50,001 - 100,000 | $3.00 |
| 100,001+ | $2.00 |
If you're on an annual plan, overages are billed monthly.
Free plan: You'll receive email warnings as you approach your limit. Once reached, submissions may be restricted until the next month.
All plans: Submission limits reset at the beginning of each billing cycle. Spam submissions never count toward your limit.
Can I upgrade or downgrade mid-cycle?
Yes! When you upgrade, you'll be charged a prorated amount for the remainder of your billing cycle. When you downgrade, the change takes effect at the start of your next billing cycle.
Do spam submissions count against my limit?
No. Submissions that Basin identifies as spam do not count toward your monthly submission limit.
What's the difference between plans?
See our Plan Features Comparison page for a detailed breakdown of what's included in each plan.
Form Management
Can I duplicate an existing Basin form?
Yes! You can duplicate a form by navigating to the settings for the form you'd like to duplicate and clicking the "Clone" button near the bottom of the page.
Can I insert submission data into my redirect URL?
Yes. Basin supports the use of HandlebarsJS in the redirect URL. For example you could insert the submission name parameter using {{name}}:
Read more about Redirect URLs
How can I set the auto-reply address for the notification mailer to the email address from the submission?
This should be happening automatically as long as Basin can detect the email address from the submission. You should see a warning in the submission log if Basin can't detect the email address.
What's the maximum file upload size?
The maximum file upload size is 100MB per file across all plans.
See our File Uploads guide for more details.
How many fields can a form have?
Basin doesn't impose a hard limit on the number of fields. However, for best performance and user experience, we recommend keeping forms under 100 fields. For longer data collection needs, consider using Progressive Form Capture.
Can I use Basin with multiple websites?
Yes! You can use the same form endpoint on multiple websites, or create separate forms for each site. Use URL Parsing to track which site submissions came from.
Integrations
What is Standard Information integration?
Standard Information (SI) is a lead distribution platform used for ping-post lead auctions. Basin's integration allows you to automatically generate forms from SI JSON schemas and route leads directly to SI campaigns. Visit usebasin.com/si to get started, or see our Standard Information Integration guide for details.
Why isn't my Zapier integration triggering?
Common causes: 1. Zap is turned off - Check that your Zap is active in Zapier 2. Form not selected - Ensure you've selected the correct form in the Zap trigger 3. API key issues - Try reconnecting your Basin account in Zapier
See our Zapier Integration guide for troubleshooting steps.
Can I use multiple webhooks on one form?
Yes! You can add multiple webhooks to a single form. Each webhook will be triggered independently when a submission is received. Configure webhooks in your form's Settings → Webhooks.
How do I send submissions to Google Sheets?
Basin offers a direct Google Sheets integration. Connect your Google account in your form settings, select or create a spreadsheet, and map your form fields to columns. See our Google Sheets Integration guide.
Can I integrate with Slack?
Yes! You can send submission notifications to Slack channels using Zapier or direct webhooks. See our Slack Integration guide.
Why is my webhook failing?
Common webhook issues: 1. Invalid URL - Ensure the URL is correct and accessible 2. Authentication - Check if the endpoint requires auth headers 3. Payload format - Verify the receiving service accepts your format 4. Timeout - Webhooks timeout after 30 seconds
Check your form's webhook logs for error details.
Email Deliverability
Why aren't my notification emails being delivered?
Common causes: 1. Spam filters - Check spam/junk folders 2. Domain reputation - Basin emails may be filtered by strict corporate filters 3. Email address typos - Verify recipient addresses
Solutions: - Use a Custom SMTP Server for better deliverability - Set up Custom Domains to send from your domain - Add Basin's sending domains to your email allowlist
Can I send emails from my own domain?
Yes! Premium and Agency plans support Custom Domains for sending emails. This improves deliverability and brand consistency.
Why is my autoresponse not sending?
Check that: 1. Basin detected an email field in the submission 2. Autoresponse is enabled in your form's email settings 3. The submitter's email address is valid
See Autoresponse Emails for setup details.
Spam Protection
Which spam protection should I use?
It depends on your priorities: - Best user experience: Cloudflare Turnstile (invisible) - Most widely supported: Google reCAPTCHA v3 (invisible) - Privacy-focused: hCaptcha - Maximum security: Combine CAPTCHA with Advanced Filters
See our Spam Protection Comparison for a detailed breakdown.
I'm still getting spam despite having CAPTCHA enabled. What can I do?
Layer multiple protection methods: 1. Enable AI-powered spam detection (SpamCheck.ai) 2. Add honeypot fields 3. Enable email validation to block disposable addresses 4. Use geographic filtering if spam comes from specific regions 5. Enable duplicate submission detection
How do I know if submissions are being marked as spam?
Spam submissions appear in your Basin dashboard under the "Spam" tab. You can review them and mark legitimate submissions as "not spam" if needed.
Troubleshooting
I'm getting duplicate form submissions on Safari mobile (iPhone). How do I prevent this?
This is a known issue with Safari on iPhone where duplicate submissions can occur when users close and reopen the browser after submitting a form. When Safari reopens, it may re-POST the form submission, creating duplicate entries that can appear hours later.
Why this happens: If your form redirects to Basin's default success page (which has the same URL as the form submission endpoint), Safari may cache the POST request and repeat it when the browser is reopened.
Solutions:
-
Use a custom redirect URL (Recommended): Configure your form to redirect to a different URL after submission. This prevents Safari from caching the POST request. See our Redirect URLs documentation for setup instructions.
-
Enable duplicate spam filtering: In your form's spam protection settings, enable the option to mark duplicate submissions as spam. This will automatically filter out repeat submissions with identical content.
Either solution will effectively prevent duplicate submissions from reaching your inbox.
Form submissions aren't appearing in my dashboard
Check the following:
1. Form endpoint - Verify the action URL in your form HTML matches your Basin form endpoint
2. Method attribute - Ensure your form uses method="POST"
3. Spam filter - Check the Spam tab; submissions might be filtered
4. Browser console - Look for JavaScript errors that might prevent submission
Basin JS isn't working
- Verify the script is loaded (check Network tab in browser dev tools)
- Ensure
data-basin-formattribute is on your form element - Check that spam protection matches what's enabled in Basin settings
- Look for JavaScript errors in the browser console
See Basin JS documentation for setup details.
My hosted form isn't loading
- Check allowed domains - Form Studio hosted forms require the embedding domain to be allowed
- Clear browser cache - Try in incognito/private mode
- Check for ad blockers - Some blockers interfere with iframes
Security and Compliance
How secure is my data on Basin?
Basin takes security seriously: - Encryption: All data is encrypted in transit (HTTPS/TLS) and at rest - Infrastructure: Hosted on secure cloud infrastructure with regular security audits - Authentication: Support for 2FA/MFA to protect your account - Access Control: Role-based permissions for team collaboration - Data Retention: Configurable retention periods with automatic deletion - API Security: Token-based authentication with regenerable keys
For account security, enable Two-Factor Authentication in your settings.
I have Content Security Policy (CSP) defined on my site. How do I enable submissions to Basin?
If you have CSP on your site, you might need to add these fields to your Policy to allow submissions to Basin:
For Basin JS and hosted forms, also add:
If you have more questions about CSP, feel free to contact support.
Is Basin GDPR compliant?
Yes. Basin provides features to help you maintain GDPR compliance: - GDPR Compliance Emails to notify submitters - Data export functionality - Submission deletion capabilities - Data retention controls
Can I delete submission data?
Yes. You can delete individual submissions from the dashboard, bulk delete submissions, or configure automatic data retention periods. See Data Storage & Management.