Why isn’t my lead capture form showing?

Short answer

The most common causes are that you are testing in the editor, which never shows lead capture, or that the player already knows the viewer. A viewer is known when they submitted the form before on that device, or when the link already filled every selected field. Test in Preview or in a private browser window.

How to do it

1. Test in Preview, or open the share link in a private browser window. Preview starts as a new viewer each time.
2. Open the Lead Capture tab. Check that the switch is on and that at least one field is selected.
3. Check the timing. For At time, play past that time. For First interaction or On interaction, click a button, hotspot, text, or image.
4. Check the link. If it has a value for every selected field, such as ?name=Ana&[email protected], the form is skipped.
5. To ask every viewer every time, turn off Remember viewers.

Remembered viewers

When Remember viewers is on, a viewer who submitted the form in an earlier view, or in another of your videos, is not asked again on that device. Their later views are reported under the same person.

When you turn it off, every visit starts as a new viewer, the form appears each time, and earlier variables are not reused.

At start and a start time

At start shows the form at the very start of playback. If the link starts the video later, for example with a start time from the Share page, choose At time instead.

Only some fields are empty

The form appears when at least one selected field has no value, and it shows the values the player already has.

What to send support

• The share link or the page where the video is embedded.
• Your Lead Capture timing and fields.
• The browser and device, and whether you used a private window.
• The exact link you opened, including any parameters.

Go further

• Lead capture tutorial