Skip to content

Troubleshooting

Having issues with Basin? This guide covers the most common problems and their solutions. Use the quick links below to jump to your specific issue.

Submissions Not Appearing

Check 1: Verify Your Form Configuration

Problem: Submissions aren't showing up in your Basin dashboard.

Solutions:

  1. Check the form action URL 

    <!-- Correct -->
<form action="https://usebasin.com/f/YOUR-FORM-ID" method="POST">

<!-- Wrong - missing method -->
<form action="https://usebasin.com/f/YOUR-FORM-ID">

<!-- Wrong - wrong method -->
<form action="https://usebasin.com/f/YOUR-FORM-ID" method="GET">

  2. Verify the endpoint matches your form

  3. Go to your Basin dashboard
  4. Click on the form

  5. Compare the endpoint URL with your HTML

  6. Check for JavaScript errors

  7. Open browser Developer Tools (F12)
  8. Look for errors in the Console tab
  9. Check the Network tab to see if the form submission request was made

Check 2: Look in Spam

Submissions might be filtered as spam:

  1. Go to your form in the Basin dashboard
  2. Click the Spam tab
  3. If you find legitimate submissions, click "Not Spam" to move them

Check 3: Verify You're Logged Into the Right Account

If you have multiple Basin accounts, ensure you're viewing the correct one.

Email Delivery Issues

Notification Emails Not Arriving

Check spam/junk folder first - Basin emails sometimes get filtered.

Add Basin to your allowlist:

  • Sender: forms@usebasin.com
  • Domain: usebasin.com

For corporate email:

Corporate mail servers often have strict filtering. Solutions:

  1. Use Custom SMTP (Premium+): Send from your own mail server

  2. Custom SMTP Setup Guide

  3. Use Custom Domains (Premium+): Send from your domain

  4. Custom Domains Setup Guide

  5. Add Basin to allowlist: Ask your IT team to allowlist Basin's domain

Autoresponse Not Sending

  1. Check email field detection
  2. Basin auto-detects fields named email, Email, e-mail, etc.

  3. Check submission logs for email detection warnings

  4. Verify autoresponse is enabled

  5. Go to Form → Settings → Email → Autoresponse

  6. Ensure "Enable Autoresponse" is checked

  7. Check submitter's email validity

  8. Invalid or mistyped emails won't receive autoresponses

Emails Going to Spam

Improve deliverability:

  1. Set up Custom Domains to send from your domain
  2. Use Custom SMTP for full control
  3. Keep email content professional (avoid spam trigger words)
  4. Contact support if you're still having issues

Spam Protection Issues

Still Getting Spam Despite CAPTCHA

CAPTCHA alone may not stop all spam. Layer multiple protections:

  1. Use Latest AI Spam Detection
  2. Enabled for all forms

  3. Make sure you're on the latest version of Spamcheck

  4. Add Honeypot Fields

  5. Enable Email Validation (Premium+)

  6. Blocks disposable and invalid email addresses

  7. Use Geographic Filtering (Premium+)

  8. Block submissions from specific countries

See Advanced Spam Filters for details.

CAPTCHA Not Appearing

  1. Check Basin JS is loaded 

    <script src="https://js.usebasin.com/v2.10.0.min.js" defer></script>

  2. Verify data attributes 

    <form ... data-basin-form data-basin-spam-protection="recaptcha">

  3. Match settings in Basin dashboard

  4. Form → Settings → Spam

  5. Ensure the same CAPTCHA type is enabled

  6. Check browser console for errors

  7. CAPTCHA scripts may be blocked by ad blockers

Legitimate Submissions Marked as Spam

  1. Go to Form → Spam tab
  2. Find the submission
  3. Click "Not Spam" to move it to submissions
  4. Review your spam filter settings - they may be too aggressive

Integration Problems

Webhooks Not Triggering

  1. Check webhook URL
  2. Ensure the URL is correct and accessible

  3. Test the URL with a tool like webhook.site

  4. View webhook logs

  5. Form → Settings → Webhooks
  6. Click on the webhook to see recent delivery attempts

  7. Look for error messages

  8. Check payload format

  9. Ensure the receiving service accepts your payload format (JSON, form-encoded, etc.)

  10. Verify authentication

  11. If the endpoint requires auth, add headers in webhook settings

Common webhook errors:

Error Cause Solution
401 Unauthorized Missing auth Add auth headers
404 Not Found Wrong URL Verify endpoint URL
500 Server Error Receiving server issue Check receiving service
Timeout Slow endpoint Optimize receiving service

Zapier Integration Not Working

  1. Check Zap is active - Ensure it's turned on in Zapier
  2. Reconnect Basin - Try disconnecting and reconnecting your Basin account
  3. Verify API key - Get a fresh API key from Basin and update in Zapier
  4. Test the trigger - Use Zapier's "Test trigger" feature

See Zapier Integration guide for detailed troubleshooting.

Google Sheets Not Updating

  1. Check connection status in Form → Settings → Integrations
  2. Reconnect Google account if needed
  3. Verify spreadsheet permissions - Basin needs edit access
  4. Check column mapping - Ensure fields are mapped correctly

Basin JS Issues

Form Not Submitting via AJAX

  1. Verify script is loaded
  2. Check Network tab in dev tools for v2.10.0.min.js

  3. Ensure script isn't blocked by ad blockers

  4. Check data attribute 

    <form action="https://usebasin.com/f/YOUR-ID" method="POST" data-basin-form>

  5. Look for JavaScript errors

  6. Open Console tab in browser dev tools

  7. Fix any reported errors

  8. Check for conflicting scripts

  9. Other form handlers may interfere
  10. Webflow's native form handler conflicts with BasinJS

Success/Error Messages Not Showing

  1. Verify message divs exist 

    <div class="w-form-done" style="display: none;">Success!</div>
<div class="w-form-fail" style="display: none;">Error!</div>

  2. Check custom IDs if using them 

    <form ... data-basin-success-id="my-success" data-basin-error-id="my-error">
<!-- Divs must have matching IDs -->
<div id="my-success" style="display: none;">...</div>

  3. Ensure divs are hidden by default

  4. Use style="display: none;" on the divs

Duplicate Submissions on Safari

Safari may re-submit forms when users close and reopen the browser.

Solutions:

  1. Use a custom redirect URL (Recommended)
  2. Form → Settings → General → Custom Redirect

  3. Redirect to a different page than the form

  4. Enable duplicate detection

  5. Form → Settings → Spam
  6. Enable "Mark duplicate submissions as spam"

See the FAQ for details.

Form Studio Issues

Hosted Form Not Loading

  1. Check allowed domains
  2. Form → Deploy tab → Allowed Domains

  3. Add the domain where you're embedding the form

  4. Verify embed code

  5. Use the exact embed code from the Deploy tab

  6. Don't modify the script URL

  7. Check for iframe blockers

  8. Some browsers/extensions block iframes
  9. Test in incognito mode

Form Not Redirecting After Submit

  1. Check redirect settings
  2. Form → Deploy tab → Redirect Options

  3. For parent page redirect, enable "Redirect parent page"

  4. Verify redirect URL

  5. Ensure the URL is valid and accessible

  6. Check for JavaScript errors

  7. Console errors may prevent redirect

reCAPTCHA Not Working in Form Studio

  1. Enable in Deploy tab
  2. Form → Deploy → Enable reCAPTCHA

  3. No keys needed - Basin manages them

  4. Check browser console

  5. Look for reCAPTCHA loading errors

File Upload Issues

Files Not Uploading

  1. Check form encoding 

    <form ... enctype="multipart/form-data">

  2. Verify file size limits

  3. Maximum file size: 100MB per file (all plans)

  4. Files exceeding this limit are rejected

  5. Check file type

  6. Some dangerous file types may be blocked for security

Attachments Not in Notification Emails

  1. Check email settings

  2. Form → Settings → Email → Include attachments

  3. Note size limits

  4. Very large files may not be attached to emails
  5. Files are always available in the dashboard

Content Security Policy (CSP) Errors

If your site uses CSP, add these directives:

form-action 'self' usebasin.com;
connect-src 'self' usebasin.com;
script-src 'self' js.usebasin.com hf.usebasin.com;
frame-src 'self' usebasin.com;

For CAPTCHA services, also add:

<!-- Google reCAPTCHA -->
script-src 'self' www.google.com www.gstatic.com;
frame-src 'self' www.google.com;

<!-- hCaptcha -->
script-src 'self' hcaptcha.com *.hcaptcha.com;
frame-src 'self' hcaptcha.com *.hcaptcha.com;

<!-- Cloudflare Turnstile -->
script-src 'self' challenges.cloudflare.com;
frame-src 'self' challenges.cloudflare.com;

Still Need Help?

If you've tried these solutions and still have issues:

  1. Check the FAQ for more common questions
  2. Search our documentation using the search bar
  3. Contact Support: usebasin.com/app/support/new

When contacting support, please include:

  • Your form name/ID
  • Description of the issue
  • Steps to reproduce
  • URL where the form is located
  • Any error messages
  • Browser and device information