The form does not load
Examples include:
There is a spinning wheel where the form should be.
There is a blank space where a form should be.
Cause | Solution |
There is a typo in the URL.
| To test if the URL loads, open the form URL in the browser. If it does not load, check for any typos in the URL |
The form is hosted on HTTP protocol (the form URL starts with http://). | Make sure the form is hosted on a secured protocol (HTTPS) |
Your server settings do not allow embedding content from a third-party domain, e.g. domain of your Turtl Docs (turtl.co or your CNAME).
The error in the console is: Refused to display [insert you company domain here] in a frame because it set 'X-Frame Options' to 'sameorigin'. | Update the server’s content-security policy to allow embedding your form on the domain of your Turtl Docs. The domain is either turtl.co, or your own domain if you have a CNAME setup. |
The form behaves in an unusual way
Examples include:
The form disappears immediately.
The (cover/gated) form does not close after submission
The form displays a “Thank you” message before it’s submitted.
Cause | Solution |
Turtl form script is not configured correctly. The script’s mode is set to
| Change the |
Turtl form script is not configured correctly. The script’s mode is set to “complete” on the form’s page.
| Change the |
Turtl form script is missing the attribute | Follow the guide for your specific form provider. You can find them in our Forms & Integrations collection. |
Note: All form providers require Turtl’s form embed script to work. Please refer to a specific form provider instructions from our Forms & Integrations collection.
The form looks unstyled
Form loads, but exhibit any of the following:
Branding is not applied.
The height is wrong (too short).
Turtl typically provides your brand theme styles to the forms you embed on Turtl Docs.
Cause | Solution |
The form does not contain the Turtl form script. | Follow the guide for your specific form provider. You can find them in our Forms & Integrations collection. |
Turtl form script is configured not to inject brand styles ( | Change the script’s attribute value to
Please note that for some form providers Turtl may not have ready-made form styles prepared in your brand theme. Please reach out to support for further assistance. |
Server configuration is preventing forms assets, such as CSS files, to load | Please ensure server’s configuration (Content-Security-Policy) to allow loading assets (CSS files) from the following domains:
|
Leads don’t get resolved
In this case, leads are shown in the Known Readers table, but displayed as unknown or anonymized id strings, and not identified with their names and emails.
Known readers are displayed as undefined, null, or unknown
Cause | Solution |
Turtl is unable to read a visitor’s cookie for any of the following reasons:
| There is no available solution for this. |
There is no integration between Turtl and the form provider that allows visitors who submitted a form to be displayed as Known Readers | Some form providers have limited functionality, which prevents Turtl from storing a unique identifier upon form submission.
This issue has been explored in the past, and it’s possible that a form provider has since added this functionality. Please reach out to support for further assistance. |
Leads are displayed as anonymized IDs
In this case, known readers are shown as anonymized IDs in the Known Readers table. Good news is that there is a high probability that those IDs represent a contact in the form provider – typically a CRM – platform and the reason they aren’t displayed with names and email addresses is due to a lack of, or misconfiguration between Turtl and the CRM.
Cause | Solution |
Turtl is unable to resolve names and email addresses for anonymized IDs for any of the following reasons:
| Please follow these steps to confirm that your integration with a CRM is set up and working. If any issues are detected, please try reconnecting your CRM.
Note that you may need an account on your CRM with specific permissions to complete this process. |
The form is made with a different CRM account, which may be due to having multiple CRM instances or accounts. | If you have a working CRM integration, but the form belongs to a different CRM instance (typically a sandbox or test account), the integration will appear to work, but anonymized IDs will not be resolved, as they do not exist in the connected CRM. If you suspect this is the issue, please remove the existing integration and reconnect the correct CRM instance.
For integration with multiple CRM instances, such as your production and sandbox, contact support@turtl.co for assistance. |
Anonymized IDs in your Known Readers table can be resolved retroactively, even if they were captured while the integration was misconfigured. If you believe your CRM integration is now functioning correctly and should be able to process anonymized IDs, please contact support@turtl.co, as manual intervention is required.