This can happen for several different reasons.
Usually people get ahead of themselves and they accidentally skip Step #4 on our setup guide. Thats the part where you add the custom fields to your Infusionsoft Web Form.
So make sure you followed this step when installing iTracker:
Here is a quick video where I re-create that same problem above and how I solve it. Switch the Video to HD and make it full screen.
If you are still having problems after you tried the above steps. Then contact support and send us the URL to your webform. We should be able to quickly point out the issue. But here are some common things I see below:
- You have embedded your webform using the Infusionsoft JS Snippet which creates an iFrame on your page. If thats the case, watch this video
- Malformed HTML - That is covered in the first video above
- Your form is not a standard Infusionsoft web form. Maybe you are using curl, or the Infusionsoft API, or a webform created by a third party. In this case, iTracker does not recognize your webform. You should submit a ticket to support and ask for help. For our iTracker Ultimate users, we try our best to make it work if it's possible.
- You didn ot include the iTracker Tracking snippet on your page.
Feel free to send us a link to your page/form and we can tell you real quick what the problem might be!