Troubleshooting Typeform

Overview

This troubleshooting guide is designed to help you with common questions or issues you may encounter when using Typeform as a data source.

For further assistance, please contact our Support team:

1. In the left-hand navigation drawer of your Ortto account, click Support.
2. On the How can we help? page:
   1. Under Quick links, click Chat with support.
   2. Type your message in the Talk messenger widget to start a conversation with our team.

Disconnect and delete the data source

You must disconnect and archive a data source before you can delete it.

Disconnecting a data source from Ortto will stop new data from the data source merging with the CDP.

Learn about disconnecting, archiving and deleting a data source.

Data source already connected

Disconnect, archive, and delete the existing Typeform connection before attempting to connect again; the existing data source must be deleted.

Connect more than one Typeform account

Ortto can connect to only one Typeform account at a time. To connect to another Typeform account, you must first disconnect and delete the data source for the current Typeform account.

Typeform data source displays as 'syncing' after x minutes/hours

If you have audiences configured with Typeform as a data destination, you may see the data source as "Syncing" if you have a large amount of audience activity (people entering/leaving the audience).

Learn more about data source statuses.

How to edit field mapping for an existing typeform

If you want to edit the field mapping of an existing typeform in Ortto, you can do so from the Typeform data source view. You might want to edit the mapping when you have already added a typeform to Ortto but have fields that are currently deselected for mapping, or you want to change the Ortto field to which a typeform field is mapped.

To edit the field mapping:

1. In Ortto, navigate to Data sources > Typeform.
2. On the Typeform data source view, under Forms, click Edit.
3. For the typeform you need to change, click the edit icon.
4. Select (or deselect) the typeform fields and map them to the relevant Ortto fields as required.
5. Click Save to finish mapping.
6. Click Done in the Forms section to save the changes.

How to remap a typeform with new fields

When you add a new field(s) to an existing typeform that is mapped to Ortto fields, you will need to delete the typeform in Ortto and add it again to pull in the new field(s). The following steps assume that any changes to the typeform have been published in Typeform and are ready to use.

To remap an existing typeform:

1. In Ortto, navigate to Data sources > Typeform.
2. On the Typeform data source view, under Forms, click Edit.
3. For the typeform you need to remap, click the trash icon to remove it.
4. Re-add the typeform by clicking Add form.
5. Select the relevant typeform and map its fields to the relevant Ortto fields.
6. Click Add form to finish mapping.
7. Click Done in the Forms section to save the changes.

Unable to find a CDP field to map to

When mapping Typeform fields to Ortto CDP fields, it's important that the Typeform field type matches the CDP field type.

If you are searching for a CDP field to map to, and you can't find what you're looking for, it may be because the field types don't match.

For example, you have a "What is your email address?" Typeform field which is a text type. If you search for a CDP field to map to, you will not be able to find the Email field which is an email type.

To fix this, you will need to ensure the Typeform "What is your email address?" field is an email field type, so you can map it to the CDP Email field.