---
title: Form Issues - Troubleshooting Kenly Forms
description: Fix common problems with Kenly forms including loading errors, submission failures, and field validation issues.
keywords: form errors, form not loading, submission failed, form troubleshooting, field validation
---
Troubleshooting Form Issues
Skill Level: 🟢 Basic
Quick solutions to common form problems in Kenly.
---
Form Not Loading
Symptoms
- Blank page when accessing form
- "Form not found" error
- Infinite loading spinner
Solutions
1. Verify Form Is Published
- Go to Forms in dashboard
- Find your form
- Check status is "Published" (not Draft)
- If Draft, click Publish
2. Check Form URL
- Ensure URL is correct
- No typos in form slug
- Form hasn't been deleted
3. Clear Browser Cache
Chrome: Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
Safari: Cmd+Option+E
Firefox: Ctrl+Shift+Delete
4. Try Incognito Mode
Opens fresh browser session
Rules out cache/cookie issues
5. Check Client Access
Verify client is assigned to form
Form not expired or disabled
Client account is active
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Submission Failed Error
Symptoms
"Submission failed" message
Form doesn't submit
Error after clicking Submit
Solutions
1. Check Required Fields
All fields with red asterisk (*) must be filled
Scroll through entire form
Look for validation errors in red
2. Verify File Uploads
If form has file uploads:
Files under 50MB each
Supported file types (PNG, JPG, PDF, DOCX, etc.)
No special characters in filenames
3. Check Internet Connection
Stable WiFi or data connection
Try refreshing page
Retry submission
4. Try Different Browser
Sometimes browser extensions block submissions
Try Chrome, Firefox, or Safari
Disable ad blockers temporarily
5. Contact Support
If still failing:
Screenshot error message
Note which fields were filled
Email support@kenly.com
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File Upload Problems
Symptoms
"Upload failed" error
File not attaching
Upload progress stuck
Solutions
1. Check File Size
Maximum: 50MB per file
Compress large files before uploading
Split into multiple smaller files if needed
How to compress files:
Images: Use TinyPNG.com or compress in Preview (Mac)
PDFs: Use SmallPDF.com or Adobe Acrobat
Videos: Use HandBrake or online compressor
2. Verify File Type
Allowed file types:
Images: PNG, JPG, JPEG, GIF, WEBP
Documents: PDF, DOC, DOCX, TXT, RTF
Spreadsheets: XLS, XLSX, CSV
Archives: ZIP, RAR
Other: See form for specific types
Not allowed:
Executable files (.exe, .app)
Unsupported formats
3. Check Filename
No special characters: # % & { } < > * ? / $ ! ' " : @ + \
Keep under 100 characters
Use underscores or hyphens instead of spaces
Good: brand_logo_final_v2.png
Bad: brand logo (final)!!.png
4. Try Different Upload Method
Drag and drop file
Or click "Choose File" button
Try uploading one file at a time
5. Check Storage Limit
Your organization may have reached storage limit:
Go to Settings → Billing
Check Storage Used
Upgrade plan or delete old files
---
Field Validation Errors
Symptoms
"Invalid email" error
"Invalid URL" error
"Invalid phone number" error
Can't submit despite filling fields
Solutions
Email Field Errors
Must include:
@ symbol
Domain (.com, .org, etc.)
Valid: john@example.com
Invalid: john@example, john.example.com
---
URL Field Errors
Must include:
http:// or https://
Valid domain
Valid: https://example.com
Invalid: example.com, www.example
Fix: Add https:// before URL
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Phone Number Errors
Accepted formats:
(555) 123-4567
555-123-4567
+1 555 123 4567
5551234567
Remove letters or special characters.
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Number Field Errors
Must be digits only
No commas, letters, or symbols
Decimals may be allowed (check field)
Valid: 1000, 19.99
Invalid: $1,000, one thousand
---
Form Displays Incorrectly
Symptoms
Fields overlapping
Text cut off
Layout broken
Mobile display issues
Solutions
1. Refresh Page
Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
2. Update Browser
Use latest version of Chrome, Safari, or Firefox
Update to latest version
3. Check Mobile View
If on mobile:
Rotate to landscape mode
Zoom out if fields are cut off
Try desktop site option in browser
4. Report Display Issue
If persistent:
Screenshot the problem
Note device and browser
Email support@kenly.com
---
Auto-Save Not Working
Symptoms
Responses not saving
Lost progress when returning
"Save Draft" button not working
Solutions
1. Enable Cookies
Auto-save requires browser cookies:
Check browser settings
Allow cookies for Kenly domain
Disable private/incognito mode
2. Check Form Settings
Verify form has "Save Draft" enabled
Some forms don't allow drafts
Check with form creator
3. Stay Logged In
Don't log out between sessions
Use magic link to return
Bookmark form URL
---
Can't Edit Submitted Form
Symptoms
Form is locked after submission
Can't change answers
"Editing not allowed" message
Solutions
This is by design if:
Form settings don't allow editing after submission
Submission is marked as reviewed
Form is closed/expired
To edit:
Contact the organization
Request they enable editing
Or submit a new form
If you're the organization owner:
Go to form settings
Enable "Allow editing after submission"
Client can now edit
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Common Questions
Q: Why does my form submission keep failing?
A: Usually due to missing required fields or file upload issues. Check all required fields are completed and files are under 50MB.
Q: Can I recover a lost form submission?
A: If auto-save was enabled and you used the same browser/device, return to the form URL and your progress should be restored.
Q: Why can't clients see my form?
A: Verify the form is published (not draft), the client is assigned to it, and the form URL is correct.
Q: How do I fix validation errors?
A: Read the error message carefully. It tells you exactly what's wrong (e.g., "invalid email format").
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Still Having Issues?
If you tried these solutions and still have problems:
Clear browser cache and cookies completely
Try a different device or browser
Check your internet connection
Contact support with:
- Form URL
- Error message (screenshot)
- Steps you've already tried
- Browser and device info
Email: support@kenly.com
Live Chat: Bottom right of dashboard
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What's Next?
Portal access issues 🟢
Email delivery problems 🟢
Integration errors 🟡
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Pro Tip: Test forms yourself before sending to clients to catch issues early.