If you are using the Termageddon/Usercentrics cookie consent banner, your contact form may have a message on it that states “We need your consent to load this service. This content is not permitted to load due to trackers that are not disclosed to the visitor. The website owner needs to setup the site with their CMP to add this content to the list of technologies used.” This error message usually populates when a particular cookie has not been added to the cookie consent banner so the banner cannot obtain consent for that cookie. 


When it comes to contact forms, the cookie that is usually not added and thus causing this issue is reCAPTCHA, a third party service that shares data with Google (or Hubspot Forms, which shares data with Hubspot). To resolve this issue, you will need to add this respective cookie to your cookie consent banner by following the steps below: 


1. Log in and click into your license

2. Click "Go to section" for #8. Remaining Questions and then click "Cookie Policy and consent tool"

3. Scroll to the bottom and click "Add new service". The services will load (this may take a minute). Select ReCAPTCHA and ReCaptcha v3 (or if you're using HubSpot Forms, add that instead).


PLEASE NOTE: By default, third party Services such as reCAPTCHA cookies are labeled as “functional”, which means that users will need to consent to the cookie for it to fire. However, if you believe that it should be labeled “essential” for security purposes, meaning that users would not need to consent to the cookie for it to fire, you can change the setting by:

#1. Click the Service and under General, change the Category from Functional to Essential
#2. Then visit the website in a fresh incognito window, click 'deny' for the consent banner, and fill out a form to see if the form successfully submits.


5. Click 'next'. Your embed code has been updated (you do not need to copy/paste the embed code again).  

6. Clear your site cache and revisit the website to see if it is working.



Still not working? 

  1. Make sure your cookie consent embed code is added before any and all scripts that enable non-essential cookies. This is what allows Usercentrics to load first, and thus load and control consent for all non-essential cookies that load after when visiting a webpage. 

  2. Perhaps you added the wrong cookie/Service - you may need to select multiple cookies from a particular vendor. 

  3. Clear your sitewide cache. This often is what is causing the issue when troubleshooting.

  4. Contact support. It is important to be detailed here. A screen recording (with audio explaining the problem) or website URL where we can view the error ourselves is ideal.