Formsite.com

General Questions

• Is there a phone number where I can contact you? I need help ASAP!
  We provide all support via email. Most email receives a response in less than 2 hours.
• How do I rename my form?
  To change the name of your form, go to "Form->Configure" and edit the "Name" field.
• How do I become a Professional Member?
  You can upgrade your account by logging in and clicking on the "Account->Upgrade/Renew" button in the upper right. If you do not already have an account, you must create a free account to upgrade.
• I am already a paid member, but I still see ads.
  Deluxe level accounts feature limited advertising, and Professional level accounts are completely free of any advertising (See our pricing page for details). If you recently upgraded to the Professional level and still see ads, please use your browser's Refresh button.
• Will users of my form see advertising?
  Your users will see FormSite advertising if you at the Free or Deluxe level. For more information, please review the "Advertisement Free Forms" on our pricing page.
• I have built my form, how do I add it to my own website?
  Log into your account and go to "Form->Publish". This page gives you the code necessary to integrate your form in one of several different ways.
• Can I host the form on my own server?
  Yes, you can place the HTML for your form on your site.
• How long does my free account last?
  Free accounts are always free and do not expire as long as they are used. If you do not log in to your account or receive any for submissions for a period of 6 months, your free account may be deleted.
• Why do I keep getting logged out? (Session has Expired)
  Sessions expire after 20 minutes of inactivity. Additionally, many of our email features have tight security which resets your login. If you click on a FormSite.com link included in an emailed or mass emailed mailing originating from FormSite.com, you will most likely be logged out. Users of your forms will not face these issues.
  If this problem is recurring, please try rebooting your computer and using our Secure Login page.
• I don't understand the account limits. For the free account, it says 50 in one place and 10 in another?
  There are two separate limitations on our pricing.

  1. Form Submissions Per Month (50), applies to all forms in your account. Every time a form is successfully submitted, this count is incremented by one. This counter is reset at the beginning of the month. For free accounts, this limitation is 50 form submissions per month.
  2. Results Stored Per Form (10), applies to each individual form. You can only store a set number of results per form. For free accounts, this limitation is 10 results per form. You can delete individual results to make room for more.
• How do I delete my account?
  Delete all forms for your account. Free level accounts will automatically be deleted after 6 months of inactivity.
• I am looking at my form, but it is an older version. Why is this happening and how do I fix it?
  Internet browsers save (cache) pages. You need to force your browser to get the most recent version of the form. Most browsers have a Refresh or Reload button. Try this. You can always see the most recent version of your form by logging in and going to "Form->Edit". Whatever is displayed in this section is the most recent version of your form. All updates are applied immediately to your form and there is never a delay. The refresh button is located at the top of your browser.

  
• Do you have an affiliate program?
  No, not at this time. We do give discounts to people who refer over 5 accounts. There is not an automated program for this at this time. Contact us via the support page for more information.
• My web developer has left and I don't know my account or password. What can I do?
  Convince us this is your account by sending us as much info as possible via the Support Form. Include a URL to one of your forms, the previous name on the account, who paid for the account and ideally include a reply email address from the same domain or company as your web developer.
• I have accidentally deleted a form/data, can you recover the form and its data for me?
  Yes, but there are additional fees for a recovery. We take backups every day, but these backups are put to tape and it is time consuming to do the selective restore for you. The usual charge is between $100 and $200 per form if we can get the data from a backup within the last month and we only need to recover from one tape. Contact us via the Support Form for more info.
• The "Submit" button on my form does not work. What is going on?
  This problem only occurs when users have pasted HTML from other sources. Please go through the items on your form and look for a form tag <form>...</form> that will terminate FormSite's capabilities.
• I have already created a form in another software product. Can I use it on FormSite?
  All forms must be created through FormSite.com, we do not offer the ability to import forms. The hard part was designing the form which you have already done. You should be able to re-create the form fairly quickly in FormSite.com.
• What is your privacy statement? How will you use the data collected in my form?
  Your data is private, and will not be accessed by third parties. We will not analyze your data in any fashion, except to provide technical support upon your request. Click to view our Privacy Statement.
• Are your secure forms safe?
  Yes. We use the same secure technology that every other site uses to transmit sensitive data. We use industry standard SSL Certificates for all secure forms. Your users will see the locked padlock (usually on the bottom tool bar) indicating that the form is secure.
• Can I accept credit card, or other sensitive data using your forms?
  Yes, many of our users accept credit card info, medical info, application info, etc. When collecting sensitive information, please distribute your form using the Secure Form Link.
• Can your service handle my high-volume survey?
  Yes, we have experience with very large surveys and have one client who is almost continuously conducting surveys that get in the 10,000-20,000 response range.
• Can your service be integrated with PayPal?
  Yes. See the "PayPal Questions" section below.
• My form shows "This FormSite.com account has exceeded its capacity." at the top. Why is this there, and how do I remove it?
  Log in to your account to check if the form is at capacity for stored results or monthly submissions.
  You may need to force your form to be regenerated. Do the following: Login and go to "Form->Edit" for the form in question. This will regenerate your form. If you are now within account limits, your form will not have the warning message.
  Load your form, and click the refresh button on your browser.

  

Editing Your Form

• You don't have a template for the form I need - what can I do?
  The templates are simply some basic ideas; FormSite.com is a tool that you can use to build almost any type of form. Take one of templates and use it for a base for your custom form.
• How do I add an image to my form?
  Go to "Form->Edit" and add an Image Item (found under Formatting Items). Note, you can link to images on your web server, or, if you are a paying customer, you can upload images to our server. If you are going to be using a secure form, you must upload the images to our server and choose the image from the Image Chooser on the page. If you do not add the image as described, you will get "insecure" warning messages when you access the form. These same "insecure" warning messages will appear if you link an image from your server to a secure form on FormSite.com.
• For the "Number of Items on a Form" limitation, how are the items counted?
  Unless otherwise stated in the Item Type, each Item you add to the form counts as one. The exceptions are the matrix/grid style questions. The computation for how many each one of these Items counts as is detailed in the setup area for an Item Type.

E-Mail Questions

• My form results are not getting e-mailed to me, the messages are not coming through.
  If your messages are not getting sent, review this page. Most likely, your email provider is moving FormSite's messages to your Spam or bulk mail folder. To correct your settings, please see below if you are using AOL, Hotmail, Yahoo, or Earthlink. If your email provider is not listed, please contact them or your technical support staff directly for additional help.

  	On the lower left corner of your AOL mail window, click on "Spam Folder". Locate emails from FormSite.com (from our form_engine account). Click "This is not spam". Please add the above email address to your address book to ensure result emails from FormSite.com get delivered to your inbox, instead of your spam folder.
  	Log into your Hotmail account. Click "Options" in the upper right corner of the screen. Click "Junk E-mail Protection". Click "Safe List". Enter "formsite.com" and click "Add".
  	Click "Mail Options". Click "Spam Protection". Click the "Continue" button. Check the box next to "When I mark a message in the Bulk folder as not spam: Move the message to my Inbox". Click the "Continue" button. Select "Don't block any images". Click the "Set Up Spam Protection" button.
  	The following information applies to accounts that have activated "Suspect E-Mail Blocking." If you are using Total Access 2004: Click on your MailBox's "Address" button. Click the "File" menu and choose "New Company (Domain)". Enter "formsite.com" and click "OK". If you are using Earthlink's WebMail: Log into your Earthlink Web Mail account. Click "Address Book" on the left side of your screen. Click "Companies (Domains)" on the right side of your screen. Click "Add Domain". Enter "formsite.com" and click "Save".

  Please add form_engine@formsite.com and billing@formsite.com to your address book to ensure emails from FormSite get delivered to your inbox, instead of your Bulk Mail folder.
• How do I get form results e-mailed to me?
  For every form you create, you can have the results of the form mailed to one or more email addresses. To specify the addresses:

  1. Login to FormSite.com
  2. Click Configure for the Form you would like to specify email addresses for
  3. Enter your email addresses in the "Email Result Address(es):" field
     For multiple addresses, separate them with a comma.
• How do I set up an Auto-Responder (custom message to the submitter) for my form?
  When editing your form, add an item of type "Email Address" to your form. This item will allow you to configure a custom e-mail that will be sent to your users.
• Can I include answers given on a form in the auto-responder?
  Yes, you can customize the auto-responder to include unique information based on the responses, such as the user's name. To do this, add the appropriate "piping" code. Look for the "piping" link when configuring the auto-responder.
• Can the person submitting a form receive an e-mail copy of their answers?
  Yes. There is a special item type to add to your form for just this purpose.
  Add an item of type "Results Receipt" to your form.
• How do I prevent sensitive information from being e-mailed? I.E. How do I prevent certain questions, such as a credit card, from being sent?
  You can configure information that is emailed via the "Results->Results Views" menu option in combination with the Email setup at "Form->Configure".
• Can I get the e-mail address of the person that has completed my form?
  The only way to get this information is to ask for it in your form. We recommend using the item type "Email Address" to request this information. That will validate the format of the address.

Form Results Questions

• How do I manage my results?
  The primary way to manage your results is through the "Results" page. From there, you can manipulate each result individually for viewing, deleting, or changing.
  
• How do I get form results e-mailed to me?
  This can be configured individually on each form. Click the Configure link from the Home page. Enter your e-mail address into the Results E-Mail field, enter your e-mail address.
  Multiple addresses can be separated by commas, I.E. you@company.com, coworker@company.com

  • Results E-Mail: Addresses listed here will receive a copy of each submission
  • Summary E-Mail: Addresses listen here will be sent an e-mail each day, with the number of submissions for this form.
• My form shows "This FormSite.com account has exceeded its capacity." at the top. Why is this there, and how do I remove it?
  You may need to force your form to be regenerated. Do the following: Login, go to "Form->Edit" and select your form. This will regenerate your form. If you are now within account limits, your form will not have the warning message.
  Load your form, and click the refresh button on your browser.

  
• Will I be notified that I am about to exceed my result storage limit or monthly submission limit?
  No, you are only notified once you reach the limit. It is up to you to keep track of your account and anticipate any limitation issues.
• Can I download my results?
  Yes, you can do this using the "Results->Download" menu option. Data is downloaded in CSV or XLS format that can be read directly by most spreadsheet and database programs. The Summary download provides simple analysis, and the Detail download will allow you to upload results back into FormSite at a later time. You can also use Views to restrict data from being downloaded.
• How do I share my results with the general public?
  You can enable public viewing of your results through the "Form->Configure" menu option. Once these results have been enabled, you can retrieve the public results link from the "Results->Publish" menu option.
• How do I tell who has completed my form?
  Forms collect the IP address of submissions, which may assist in certain cases. If you need to know specifically who completes a form, you must ask for identifying information such as a name or ID number.
• Can I turn off the results storage? I just want my results e-mailed to me and not stored in the FormSite database.
  No. Results are always stored in the database.

Billing Questions

• How do I upgrade my account?
  To pay by credit card, use the "Account->Upgrade/Renew" menu option. If your organizations would like to pay by purchase order, please contact support.
• Can I downgrade my account?
  Monthly customers may change their account status, use the "Account->Upgrade/Renew" menu option to modify your account level. You may upgrade to a lower level from this page. If you are looking to cancel, go to "Account->Billing" and click the Cancel Service button.
• What happens if I cancel my account? Will my forms or data be deleted if I cancel?
  When you cancel your account, your account is reverted to the free level of service. You do not lose any forms or data, but you are held to the limitations of the free service level going forward. You can always re-upgrade your account.
• When does monthly billing start?
  Monthly billing starts when you sign-up. So, if you sign-up on March 16th as a monthly customer, your next billing date would be April 16th.
• Can I cancel my account and re-upgrade later?
  Yes. When you cancel your account, your account is reverted to the free level of service on its next billing date, allowing you to finish the time you purchased. You will not lose any forms or data, but new results are held to the limitations of the free service level going forward. You can re-upgrade your account at any time.
• How do I change the credit card for my account?
  Monthly customers may change their credit card. Click the "Account -> Billing" menu option followed by the "Update Credit Card" link. The new card will be billed in the future.
  Yearly subscriptions do not automatically renew, so simply enter the new card for your next purchase.
• What name do you bill the FormSite.com service under?
  FormSite.com is billed under the name "Vroman Systems, Inc."
• Can I pay for multiple years at a time?
  Yes, you can simply sign-up for one year, then renew for another year. When you renew again, another year will be added to your service expiration date. You can also be invoiced form multiple years or multiple accounts at the same time. Contact us via the Support form for more information.
• Do you offer educational or non-profit pricing/discounts?
  We offer the same low pricing for everyone, we do not offer special discounts.
• How long does my free account last?
  Free accounts are always free and do not expire as long as they are being used. If your account is inactive for over six months with no logins or form submissions, it may be deleted.
• Can I pay via purchase order?
  Yes, please contact us through the support form for more information.

PayPal Questions

• What is required to have a PayPal form?
  You must have a Professional 1 or higher level of FormSite service and you must have a Premier level PayPal account.
• What fees are involved?
  FormSite does not impose any additional fees beyond the monthly or yearly service fees outlined on our pricing page. PayPal requires a premier account and charges fees based on an individual transaction. Details on PayPal can be found here.
• Do my customers need a PayPal account?
  No, your customers do not need a PayPal account. They can pay without an account, using all major credit cards. If your customer does have a paypal account, they can use their existing paypal account to pay you.
• How difficult is it to enable PayPal Integration?
  We provide step by step instructions to guide users through setting up their PayPal account. Since FormSite is integrated with PayPal, there are some additional setup steps necessary after creating the account. There is no fee to set up an account and does not require an excessive amount of time.
• Is my customer's data safe?
  Yes, PayPal is the leading online payment system and only PayPal keeps your customers' billing information private. FormSite.com never sees or stores your customers' credit card data; instead we record an order number to identify the transaction in your PayPal account.
• What does FormSite do with my customers' billing information?
  We do not receive your customers' credit card information. PayPal is responsible for billing your customer. We never see this data and do not have the ability to save it.
• Should I collect my customer's billing information within my form?
  No, you should not ask for your customer's credit card info on your FormSite form. PayPal will handle all billing information. Requesting this information on your form will duplicate information and possibly frustrate your customer.
• My customer says he/she paid, but FormSite does not show the transaction, how should I proceed?
  PayPal is the final record of all payments and refunds. PayPal's reporting takes precedence over all FormSite reporting with respect to payments. There should not be a discrepancy between PayPal and FormSite, but in the event that a situation arises, PayPal takes precedence over FormSite.
• How are refunds handled?
  You may issue a refund by logging into your PayPal account and selecting the individual transaction. PayPal will notify us and FormSite will reflect the fact a refund was issued. You may refund the entire transaction, or issue only a partial refund.
• What do the symbols mean next to my results?

  	The charge was successful on its first and only attempt.
  	The charge was successful, but additional information is also available, such as a refund or duplicate order.
  	Payment on this order was not successful. The customer has not been charged.
  	The customer has not made any attempt to pay for this item.

Skip/Branch Questions

• What are Skip rules? What are Branch rules?
  Skip rules are used to show/hide individual questions, allowing items to be "skipped". Branch rules are used to set which page should come next on multi-page forms, allowing forms to "branch" to different pages.
• How does my form decide which Branch rule to use when there is more than one?
  Branch rules are checked in the order in which they appear on the Skip/Branch setup page. The first rule that is found to be true is used.
• Can I set up my form to branch backwards to a previous page?
  No. A page can only branch to pages after itself.
• Why can't I use Skip rules on the first page of my form?
  Skip rules depend on the responses of previous questions. Since responses are only stored after a page is completed, on the first page there are no responses available to create rules with.

Additional Ideas

• Setup fax service to have form results automatically faxed.
  People who take product orders will use a fax service to establish an email address that automatically results in the email being faxed to one or more locations. We have one customer with a call center that has all orders arrive via a fax machine. They then distribute the faxes to order takers. If you are interested in doing this, please search for an e-mail to fax company.
• Have your results emailed directly to your cell phone.
  Most cell phones now have text messaging. You can setup your form to send your cell phone or pager the results of your form.

  • Verizon: ##########@vtext.com
  • Sprint: ##########@messaging.sprintpcs.com
  • T-Mobile: ##########@tmomail.net
  • Please contact your cellular provider to verify your e-mail address
• You can copy the form HTML from FormSite to your server.
  Many people will take the HTML form produced by FormSite.com and copy it to their own server. They do this so they can modify the HTML further and to also hide the fact that the form was created at FormSite.com. You may also configure your "Success Page" to send users back to your own website.
• You can hide the fact FormSite is being used by using HTML frames from your server.
  As an alternative to copying the form HTML to your server, you can setup a frameset that contains the FormSite.com form in one frame. This enables you to hide the FormSite.com URL, but not have to copy/update the form.
• Have users with PDAs complete a form.
  FormSite.com forms work well with PDAs. We have a medical professor that has his students complete evaluations on their PDAs.
• You largely control the URL link to your form.
  You can make a friendlier URL to your form by changing your URL Extension using the "Account->Profile" menu option and the form directory using the "Form->Publish" menu option. These two values determine the ending portion of your URL.
  http://www.formsite.com/URLExtension/formdirectory
• If you have multiple paying accounts, we can associate the accounts so that all of your paying accounts are related to a master account. This enables you to share form templates with all accounts.
  We have several companies that have a central marketing department that will create template surveys. Regional locations can then access the survey templates and customize them for their own use. Multi-national corporations will have forms in different languages.
• Get detailed data on how and where the traffic to your form came from. For Professional 2 users and higher, we provide very valuable traffic analysis reporting.
  We offer a very powerful and detailed analysis of all Internet Traffic that comes to your account. "Go to Results->Reports->Traffic Summary" for more information.
• Daily Updates
  We recommend going to "Form->Configure" and setting up the daily updates email. Daily updates are sent daily telling you the total amount of new submissions in the last 24 hours. If you are unsure of your email reliability, this is a great check/balance to use.
• Set up a filter within your email software so that your FormSite forms go to a specific folder.
  Using your computer's email package, create a new directory and set a rule that all email from the formsite.com domain should go to this directory. Account holders with many forms will create a different directory for each form and a different rule for each form.
• You can add any amount of HTML or images you would like to your form.
  Add images / HTML to your form as you would like. We provide the Custom HTML Item Type in the list of Items to add to a form. This enables you to add your own HTML to your form. Many people will use an HTML editor outside of FormSite.com to create certain sections of HTML and then will copy and paste this HTML into the Plain Text /HTML Item Type of FormSite.com.