# Troubleshoot Forms and CRM sync

> Fix forms that won't save or publish, links that show an old version, submissions that fail, missing responses, missing CRM leads, and notifications.

Canonical: https://help.spacebrain.ai/troubleshooting/forms-publishing-and-crm/
Last modified: 2026-09-25T00:00:00.000Z

Use this page when a form in **Sites → Forms** won't publish, visitors can't submit it, or submissions don't show up where you expect. Work through the symptoms in order: saving, publishing, submitting, then what happens afterwards. That way a CRM problem isn't mistaken for a publishing one. This page is for anyone who builds or manages forms.

## My changes don't save [#my-changes-dont-save]

**Fix:**

1. Check the save indicator in the builder and fix any question it highlights.
2. Make sure you're in the right workspace and only have the form open in one tab.
3. Ask teammates not to edit the same form at the same time.
4. Make one small change and wait for it to save before refreshing.
5. If the form reloads with older content, note the form's name and the time before you continue.

## Publish is greyed out or fails [#publish-is-greyed-out-or-fails]

**Fix:**

* Fix any required settings or questions the builder highlights.
* Check that logic rules don't point to deleted questions.
* Check your role lets you edit forms (Editor or higher).
* Wait for **Saving the latest draft before publishing…** to finish.

**Preview** shows how the form looks, but only publishing makes it live. After publishing, you should see **The new version is ready to share.**

## The link shows "not found" or an old version [#the-link-shows-not-found-or-an-old-version]

**Fix:**

1. Copy the link from the form again. Don't reuse an old one from an email or document.
2. Check the form is published, not just saved.
3. Open the link in a private window, signed out of Spacebrain.
4. Wait a moment after publishing, then refresh once.
5. Check the link wasn't changed by a redirect or link shortener.

When you ask for help, share the form's name rather than its full link.

## Visitors can't submit [#visitors-cant-submit]

**Fix:**

1. Submit a test yourself and read the exact error beside the question.
2. Check required questions, number and date limits, choice limits, and file upload limits.
3. Check that logic rules aren't hiding a required question.
4. Try on a phone and with only a keyboard.

Don't loosen your form's rules until you've found the one causing the problem.

## The form said "thank you," but no response appears [#the-form-said-thank-you-but-no-response-appears]

**Fix:**

1. Check the thank-you page belonged to this form.
2. Open the form's **Responses**. Clear any filters and check the date range and time zone.
3. Search for a unique value you entered in your test, such as a made-up name.
4. Wait a moment and refresh once.

If there's still no response, note the time you submitted, the form's name, and your browser, and contact support.

## A response exists, but no CRM lead appears [#a-response-exists-but-no-crm-lead-appears]

**Why:** a response only becomes a lead when the form is set up to do that.

**Fix:**

1. Open the form's integrations and check **CRM mapping**.
2. Make sure an **Email** or **Phone** question is mapped. Spacebrain needs one of them to link or create a lead.
3. Check each other question is mapped to the right field. Each lead field can be mapped once.
4. Search the CRM for the email or phone. The submission may have updated an existing lead instead of creating a new one.
5. Submit one new test only after you've checked the first.

## Notification emails don't arrive [#notification-emails-dont-arrive]

**Fix:**

1. Check **Email notifications** is on and the address is correct.
2. On the Free plan, notifications go only to the verified workspace owner. Other addresses need a paid plan.
3. Check spam and quarantine.
4. Remember the notification is separate: a missing email doesn't mean the response or lead failed. Check each one.

## A webhook or automation doesn't run [#a-webhook-or-automation-doesnt-run]

**Fix:**

1. Check the form's delivery list. If it says **No deliveries yet**, no completed response has been sent yet.
2. Check the automation is on and its trigger matches what was submitted.
3. For webhooks, see [troubleshoot webhooks](/troubleshooting/webhooks/) and [form webhook verification](/sites/form-webhook-verification/).

## I see duplicate responses or leads [#i-see-duplicate-responses-or-leads]

**Why:** the visitor submitted twice, the form is embedded twice on a page, a webhook retried, or CRM matching didn't find the existing lead.

**Fix:** compare the response times and IDs. Keep both until you know where the duplicate came from. Then fix that step, and match leads on email or phone, not name.

## Contact support [#contact-support]

Open **Help & support**, select **Contact**, or see [contact support](/troubleshooting/contact-support/). Include:

* Workspace and form name.
* When you published and when the test was submitted, with time zone.
* What the visitor saw (success or error).
* Your CRM mapping, and the ID of any automation run or webhook delivery.
* Your browser.

Don't include the form's full link, secrets, full customer answers, or uploaded files.

## Next step [#next-step]

See the full [Forms guide](/sites/forms/).