Leads are not being sent to connected Data collection services, and there are no errors in the log. Where should I look for the cause?

There are two main reasons why leads may not be sent to connected data collection services:

• The data collection service is not connected to the form correctly;
• The payment for an order placed through the Shopping Cart block was not completed successfully.

1. The data collection service is not connected to the form correctly

Make sure you have completed all the steps when connecting the data collection service. Follow this sequence both when connecting a service for the first time and when reconnecting an integration:

• Create an integration with the required service in Site settings → Forms.
• Go to the page editor and open the page where the form is located.
• Open the block settings by clicking content. If the form is in Zero Block, click edit block.

In standard blocks, select the checkbox next to the connected data collection service in the connected services field. In Zero Block, click the form element, go to services, and select the checkbox next to the required service.

Save the changes by clicking save. Then publish the page again so the changes appear on the live version of the website.

If the form is located in the header or footer, republish all website pages so the changes are applied correctly.

How to check whether the data collection service is connected to the form:

1. Open the live version of the page with the form.
2. Submit a test lead.
3. Check the connected data collection service.

If the service is connected correctly, you will see a new lead. If an error occurs, check the leads tab and the error log.

2. The payment for an order placed through the Shopping Cart block was not completed successfully

When orders are paid through the Shopping Cart block (ST100), the payment status affects whether the data is sent to connected data collection services.

The Shopping Cart block works like a form, but it is also connected to payment systems.

By default, payment service integrations have the send data to data collection services only after payment option enabled. This means the data is sent only after the payment has been completed successfully.

If order details are missing from the data collection service, check the payment status in the lead log in the payment column.

If Tilda does not receive a successful payment status from the payment system, leads are not sent because the send data to data collection services only after payment option is enabled.

If the payment has reached your account, but the lead status is waiting for payment, it means Tilda has not received the updated payment status.

This is usually caused by HTTP notifications not being configured in the payment service. Check the connection settings for your payment system: https://help.tilda.cc/online-store/payment-systems

Please note: If none of the cases above helps resolve the issue and leads are still not being sent from forms to data collection services, contact us through any available support channel. We will run an additional check and help you fix the issue.