Forms Troubleshooting


An error message appeared on screen when I tried to view the Form online


This could be due to one of the reasons below.

To see which one the error message is referring to there is a number shown in the bottom right (as highlighted by the box in the image above), this is an error code and is as follows:

Error Code (1) - The IP address the form was requested from is blocked

It may be that the page was requested to load numerous times in quick succession and was temporarily blocked. Please wait a while (10-15 mins) and re-try to load the Form. 

Or the IP address may have been permanently blocked. Check your security tab within the Forms navigation section (Forms > Security)- see if the IP address that was requesting the form has been added as a blocked IP address and unblock the rule by deleting the entry. 


To unblock and allow your IP address so that this does not occur again in the future, you can add the IP address to the Security tab as an 'allowed' IP address.  See - Form Security


Error Code (2) - The form requested could not be found

Is the URL being used correctly? - Check the URL, correct, and retry.

Has the from been deleted? - Check the Forms in Donorfy to see if the Form is displayed within the list. If not, the Form will need to be recreated and published. The new URL will need to be used as the previous URL is no longer.


Error Code (3) - Form is not active 

Check that your Form is set as Active. Open Forms > Manage Forms and check your Form from the List of Forms. If the Form is not Active, open the Form and set as Active.




For other error messages displayed on a Form, please refer to this article: Form Error Messages



My Form does not seem to be working properly

Sometimes when you copy and paste content from other places - e.g. your website - into a Form Content element you might be inadvertently copying HTML which can stop the form from working - typically this is a  <form> tag with its corresponding closing tag e.g. </form>

On the form content element press the Source button


The raw HTML will be displayed look for any form tabs i.e. form start tags e.g. <form and form end tags </form> and remove them



The Card details box is not displaying correctly

If you find that the card details boxes are not displayed as below:


And are instead blank or no boxes appearing at all, this can be remedied by ticking a default payment box within the Display tab of the Donation element - see below:




My Purposes are not displayed on the Form

This will be because they have not been selected for public view.

Within your Purpose settings (Settings > Configuration > Purposes), there is an option to include the Purpose on the Preference Update Form - if you toggle this to Yes and give it a description it will then display on the Preference Update Form and also on the Purposes selection for Forms communication options. 


My form has scroll bars

If your form is not a standalone form - i.e. it is used in an iframe on your website - and when it is displayed you see an unwanted vertical scroll bar - see example below - then you need to allow more height for your form - this is done by adjusting the height setting of the iframe - see example below - you would change height:1050px; to higher value e.g. height:1500px; - you may need to experiment with different values for the height to find the best fit.

<iframe style="width: 100%; height:1050px;" frameborder="0" allowpaymentrequest="" src=""></iframe>




There is too much white space at the bottom of the Form

If the page on which your Form is displayed features a large amount of white/unused space, then you can alter the height of the Form by editing the code snippet that you pasted into your webpage. The standard height is 1050px, you could alter it to be smaller for example 850px

For example, the base code snippet starts with: 
<iframe style="width: 100%; height: 1050px;" frameborder="0" ......

It can be altered to be a smaller height as follows:
<iframe style="width: 100%; height: 850px;" frameborder="0" ......


People have to scroll up to see my Form submitted form message 

If your form is quite long people may have to scroll down to complete it and press the submit button - this can mean the form submitted message is displayed off the top of the browser window and people would have to scroll up to see it. 

To fix this problem copy the code below directly below the line of HTML which loads your iframe - this code will scroll back to the top of your form so people can see the message.

<script type="application/javascript">
var eventMethod = window.addEventListener ? "addEventListener" : "attachEvent";
var eventer = window[eventMethod];
var messageEvent = eventMethod == "attachEvent" ? "onmessage" : "message";
eventer(messageEvent,function(e) {
   var key = e.message ? "message" : "data";
   var data = e[key];
   if (data === 'DonorfyFormCompletedMsg')

When you have pasted your code it would look like this - your original iframe code is in the green box, the new code is in the yellow box



The Donorfy Academy features a learning course for Donation Forms - enrol here


1 comment
  • What about error number 7?

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