FormSG Issues
1. I am not receiving my completed document in my email. What’s wrong?
You may be unable to receive your Word document as:
- You did not complete the steps to insert the recipient email field into FormSG form.
- You did not insert your webhook into your FormSG form, and enabled retries
- You may have entered an incorrect email into the FormSG field.
If you are not able to insert a webhook into your FormSG form, check if your FormSG form was created in “Storage Mode” instead of “Email Mode”. Email mode is unsupported.
The completed document may take some time to be generated and sent to you. If the document does not have any sensitive information, you may choose to send it to your personal email address, which is usually delivered much quicker than through the intranet.
You may also be unable to receive the completed document because the email might have been flagged as spam. To ensure emails from us do not go under your Junk E-mail/Spam folder in Outlook, follow these steps below.
Under the Home tab on Outlook, click the 3-dot icon at the right of your window and choose the "Never Block Sender" option. A pop-up will inform you about the setting being applied.
Make sure you input your email address correctly! Incorrect email addresses may put your document in unauthorised hands.
2. My document has not been completed properly! Why?
There are a few causes:
- The placeholders have not been entered into the FormSG questions
- The placeholder names between the FormSG form and the document do not match
- Placeholder names are case-sensitive.
- The placeholders have been placed at the wrong locations
- IF Placeholder: placeholder should be beside the option
- Other Placeholders: placeholder should be at the name of the question.
- You have entered an invalid input within your FormSG form
- You have entered an invalid formula for the formula placeholder.
In any of the cases, re-check your FormSG form and/or your Word document to troubleshoot for the above errors.