Frequently Asked Questions

Here is a list of our most frequently asked questions:

Account Management

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 (Starter, Growth, Pro, 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.

How many client websites can use one Basin account?

Growth, Pro and Agency include unlimited forms and projects. You can create separate forms and projects for any number of externally hosted client websites, subject to your account-wide submission, storage and feature limits. The Basin Sites limit applies only to AI-generated websites hosted by Basin.

In practice:

Each form can use different notification recipients.
Forms work with custom HTML, Astro, Webflow, WordPress and other externally hosted websites.
Clients do not each require separate Basin accounts.
A single endpoint can be used on multiple websites, although separate forms or projects are usually cleaner for client management.

See also Plan Comparison and AI Generated Sites.

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}}:

https://my-site.com/thank-you?name={{name}}

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 Multi-Step Forms.

HTML & Form Setup

How do I make a form field required?

Add the required attribute to any input, select, or textarea element. The browser will prevent the form from submitting if that field is empty.

<input type="text" name="name" required>
<input type="email" name="email" required>
<textarea name="message" required></textarea>
<select name="country" required>
  <option value="">Select a country…</option>
  <option value="us">United States</option>
</select>

How do I validate email, URL, or phone number format?

Use the appropriate type attribute - the browser enforces basic format rules automatically.

<!-- Validates email format -->
<input type="email" name="email" required>

<!-- Validates URL format (must include http:// or https://) -->
<input type="url" name="website">

<!-- Numeric input with optional min/max -->
<input type="number" name="age" min="18" max="120">

<!-- Phone — use type="tel" with a pattern for strict matching -->
<input type="tel" name="phone" pattern="[0-9]{10}" title="10-digit phone number (digits only)">

How do I set a minimum or maximum text length?

Use minlength and maxlength to control how many characters are accepted.

<!-- At least 10 characters, no more than 500 -->
<textarea name="message" minlength="10" maxlength="500" required></textarea>

<!-- Password with a minimum length -->
<input type="password" name="password" minlength="8" required>

maxlength silently stops input at the limit. minlength blocks submission and shows a browser error if the value is too short.

How do I enforce a specific format using a pattern?

Use the pattern attribute with a regular expression. Pair it with title to show a helpful message when validation fails.

<!-- US ZIP code: 5 digits or ZIP+4 -->
<input type="text" name="zip" pattern="[0-9]{5}(-[0-9]{4})?" title="ZIP code (e.g. 90210 or 90210-1234)" required>

<!-- Alphanumeric only, 3–16 characters -->
<input type="text" name="username" pattern="[A-Za-z0-9]{3,16}" title="3–16 letters or numbers" required>

<!-- Date in YYYY-MM-DD format -->
<input type="text" name="date" pattern="\d{4}-\d{2}-\d{2}" title="Date in YYYY-MM-DD format">

How do I set minimum and maximum values for a number or date field?

Use min and max on type="number" or type="date" inputs.

<!-- Quantity between 1 and 99 -->
<input type="number" name="quantity" min="1" max="99" required>

<!-- Date must be in the future (set dynamically with JS, or hardcode a date) -->
<input type="date" name="appointment" min="2024-01-01">

Do HTML5 validation attributes affect Basin?

HTML5 validation runs entirely in the browser — it prevents the form from being submitted at all if fields don't pass. Basin only receives submissions that the browser sends, so invalid submissions are blocked before they ever reach your endpoint. For stronger server-side guarantees (like rejecting bot-crafted requests that bypass the browser), use Basin's spam protection and field validation features.

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:

Zap is turned off - Check that your Zap is active in Zapier
Form not selected - Ensure you've selected the correct form in the Zap trigger
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:

Invalid URL - Ensure the URL is correct and accessible
Authentication - Check if the endpoint requires auth headers
Payload format - Verify the receiving service accepts your format
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:

Spam filters - Check spam/junk folders
Domain reputation - Basin emails may be filtered by strict corporate filters
Email address typos - Verify recipient addresses

Solutions:

Use a Custom SMTP Server for better deliverability
Set up Custom Email Sending Domains to send from your domain
Add Basin's sending domains to your email allowlist

Can I send emails from my own domain?

Yes! Pro and Agency plans support Custom Email Sending Domains for sending notification and autoresponse emails. This improves deliverability and brand consistency. This is separate from connecting a custom site domain to a Basin-hosted AI Site.

Why is my autoresponse not sending?

Check that:

Basin detected an email field in the submission
Autoresponse is enabled in your form's email settings
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:

Enable AI-powered spam detection (SpamCheck.ai)
Add honeypot fields
Enable email validation to block disposable addresses
Use geographic filtering if spam comes from specific regions
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:

Form endpoint - Verify the action URL in your form HTML matches your Basin form endpoint
Method attribute - Ensure your form uses method="POST"
Spam filter - Check the Spam tab; submissions might be filtered
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-form attribute 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 managed cloud infrastructure with access controls and encrypted storage
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:

form-action 'self' usebasin.com
connect-src 'self' usebasin.com

For Basin JS and hosted forms, also add:

script-src 'self' js.usebasin.com hf.usebasin.com
frame-src 'self' usebasin.com

If you have more questions about CSP, feel free to contact support.

Basin provides tools that can support your obligations as a data controller:

Confirmation (GDPR) Emails with data-request instructions
Data export functionality
Submission deletion capabilities
Data retention controls

These tools do not make a form compliant on their own. You remain responsible for your lawful basis, notices, consent, data collection, retention choices, and handling of data-subject requests.

Is a DPA available?

Yes. Basin publishes a Data Processing Agreement at usebasin.com/dpa. Most customers can rely on the self-serve DPA. If your organisation needs a countersigned copy, contact support.

Does accepting the Terms automatically incorporate the DPA?

Yes. Basin's Terms state that the DPA forms part of the Terms for customers subject to GDPR, and that by using the Service you agree to the DPA. See usebasin.com/terms and usebasin.com/dpa.

Basin is operated by Moonshot Ventures Inc. in British Columbia, Canada, and publishes GDPR-oriented policies including a DPA, Privacy Policy, and GDPR information. Features that support controller obligations include data export, deletion, retention controls, and confirmation emails. You remain the controller for data collected through your forms, and your use of Basin must be configured and operated in accordance with your own legal obligations.

Does Basin offer a BAA? Is Basin suitable for HIPAA-regulated data?

Basin does not publish a Business Associate Agreement (BAA), and the Terms state the Service is not designed for special category data under GDPR Article 9 (including data concerning health). Do not use Basin for HIPAA-regulated protected health information unless you have confirmed a suitable contractual and compliance arrangement with Basin in writing.

Where is submission data stored and processed?

Basin is operated from Canada. Public legal pages describe Canada as the primary operating jurisdiction and note that some sub-processors are US-based, with transfers covered by mechanisms such as Standard Contractual Clauses where applicable. See the Privacy Policy and DPA for current sub-processor and transfer details.

Can Canadian customers select Canada-only residency?

Basin does not currently offer a customer-selectable Canada-only data residency option that keeps all processing exclusively in Canada. Submissions are stored in Basin's infrastructure and may be processed by listed sub-processors in other regions as described in the Privacy Policy and DPA.

Can submissions be emailed without ever being stored?

No. Basin receives and stores submissions so they can appear in your dashboard, power spam filtering, retention controls, exports, and integrations. You can configure retention so submissions are deleted automatically after a period you choose, and you can delete submissions manually.

What retention and deletion controls are available?

Set per-form retention, delete submissions manually or in bulk, or automate deletion through the API. See Data Storage & Management for plan limits and instructions.