Contact form not working? Here's how to fix it

Modified on Fri, 6 Feb at 11:08 AM

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 Service has not been added to the consent banner so the banner cannot obtain consent for that Service.

When it comes to contact forms, the Service 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 Service to your consent banner by following the steps below:

1. Log in and click into your license;

2. Click "Edit" for "Cookie Policy and Consent Tool;

3. Scroll to the bottom and click "Add Service" -> "pre-defined" -> Select "ReCAPTCHA" (or if you're using "HubSpot Forms, add that instead).

PLEASE NOTE: By default, third party Services such as reCAPTCHA are labeled as “functional” which means that users will need to consent to the Service for it to load. This means that if users click deny, forms will not load. This is because Services such as reCAPTCHA track users and collect personal information, and because there are privacy-friendly alternatives to reCAPTCHA (such as FriendlyCaptcha).

However, if you believe that it should be labeled “Essential” for security purposes, meaning that users would not need to consent to the reCaptcha Service 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. Click "Update Service", then click "Save and Exit"
#3. 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.

Still not working?

If your form is still broken, try the following:

Make sure you are testing in a fresh incognito window.
Refresh the page - if now the form loads, this likely means the consent solution is loading after the reCaptcha Service in the <head> of your website. Please update your website so that Usercentrics loads before reCaptcha. If you aren't sure how to do this, contact support and we can help.
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.