Customers Cannot Submit the Form

If customers can view your registration form but cannot submit it, the issue may be related to required fields, validation settings, reCAPTCHA, or the form configuration.

Follow the steps below to identify and resolve common submission issues.

Check Required Fields

Make sure all required fields are completed before submitting the form.

Required fields may be marked with an asterisk (*) or another indicator. If a required field is empty, the customer may not be able to submit the form.

Ask the customer to:

1. Review all fields in the form.
2. Complete every required field.
3. Check for any validation messages.
4. Try submitting the form again.

Check Field Validation

Some fields may have specific validation rules. For example:

• Email fields must contain a valid email address.
• Phone number fields may require a valid phone number.
• Number fields may only accept numbers.
• Text fields may have character limits.
• File uploads may have file type or size restrictions.

If a validation message appears, correct the field according to the message and try submitting again.

Check File Upload Restrictions

If your form includes a File Upload field, make sure the uploaded file meets the configured requirements.

Check:

• Supported file type
• Maximum file size
• Whether the file is required

If the uploaded file does not meet the restrictions, the customer may not be able to submit the form.

Check reCAPTCHA

If reCAPTCHA is enabled on the form, make sure it is configured correctly.

Go to:

 Rivio B2B Registration Forms → Forms → Your Form → Anti-spam 

Make sure Enable reCAPTCHA on this form is configured correctly and that the required reCAPTCHA keys have been added in the app settings.

If the reCAPTCHA keys are missing or incorrectly configured, customers may experience problems when submitting the form.

Check the Form Status

Make sure the form is Active and published.

Go to:

Rivio B2B Registration Forms → Forms

Open the form and check its status.

An inactive, draft, or unpublished form may not process submissions correctly.

Check the Form on Your Storefront

Open the form directly on your storefront and test it yourself.

Check whether:

• All fields are displayed correctly.
• Required fields can be completed.
• Validation messages appear correctly.
• The Submit button is visible and clickable.
• reCAPTCHA loads correctly, if enabled.

Submitting a test application can help determine whether the problem affects all customers or only specific submissions.

Check for Theme or App Conflicts

Your Shopify theme or another installed app may interfere with form elements or submission behavior.

If the form was working previously and the issue started after a theme or app change, check whether the issue is related to that change.

You can also try testing the form using your current published theme and checking whether other apps are modifying the page or form.

Try a Different Browser

If the issue only occurs for one customer, ask them to try:

• Refreshing the page.
• Using a different browser.
• Clearing their browser cache.
• Disabling browser extensions temporarily.
• Trying the form from another device.

This can help determine whether the issue is browser-specific.

Contact Support

If customers still cannot submit the form after checking the above settings, contact the Rivio B2B Registration Forms support team.

When contacting support, provide:

• Your Shopify store URL
• The name of the affected form
• The page where the form is displayed
• A description of the issue
• Any error or validation message shown
• A screenshot or screen recording, if available

This information can help the support team identify the issue more quickly.

Summary

If customers cannot submit your registration form, first check required fields, field validation, file upload restrictions, and reCAPTCHA settings. Also make sure the form is active and properly configured.

If the issue continues, test the form yourself and check for possible theme or app conflicts. If you still cannot identify the problem, contact support with the relevant details.