Troubleshooting capture widgets
Overview
If your capture widget isn't displaying or behaving as expected, here are a few common issues and how to resolve them.
Tracking code requirement
For capture widgets to function correctly, the Ortto tracking code must be installed on the relevant pages. This code should be added to the <head> section of your website’s HTML.
Without the tracking code, you may experience:
- Capture widgets not appearing (e.g. popups not showing).
- Dropdown fields in embeddable forms not working.
- No tracking of widget interactions (shown, clicked, or submitted).
Learn how to install your tracking code. Includes instructions for adding with Google Tag Manager. Developer or technical assistance is usually required.
Why is my embeddable form dropdown not working?
Dropdown fields in embeddable forms depend on the tracking code to function.
If you've copied and pasted the form code without adding the tracking script, it may appear, but interactive elements like dropdowns won’t work. To fix, ensure the tracking code is installed
NOTE: You may need to clear your browser cache to see the changes live, depending on how your site handles updates.
Tracked forms not receiving submissions
If your external form is connected to Ortto but stops recording submissions, it may be due to recent changes.
Any modification to the form (e.g. adding fields) changes its structure, which breaks the connection.
To fix, turn the tracked form OFF and then ON again in Ortto to refresh the connection.
NOTE: Missing submissions can’t be backfilled automatically. If data was collected externally, you can send it to Ortto via other methods, like API custom activities or Zapier, but it won’t appear in capture reporting. To resume tracking, respondents would need to resubmit the form.