Documentation

Troubleshooting Web2Phone Forms

If your form isn’t sending, WhatsApp messages aren’t arriving, or you’re seeing “domain not allowed”, this guide walks you through the most common fixes step by step.

For setup instructions, see the Getting Started guide, the main docs index, or the WordPress integration guide if you’re specifically using WordPress.

If your goal is WhatsApp notifications, you may also find the contact form to WhatsApp overview and the best tools for WhatsApp form notifications helpful alongside this troubleshooting page.

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1. Quick Checklist

Before diving into specific issues, confirm these basics:

  • You created a form in the Web2Phone dashboard.
  • You pasted the full embed snippet from your form settings (the <form> and the <script> tag).
  • Your site’s hostname is listed under Allowed Domains (hostname only — no https://, no paths, no wildcards).
  • You’re testing on a published URL in a normal browser tab (not just an editor preview).
  • Your WhatsApp number is in international format (e.g. +4479...).
💡

Quick tip: confirm your real hostname

Open your live site and copy the hostname from the address bar. Example: if the page is https://www.example.com/contact, the hostname is www.example.com. Web2Phone treats example.com and www.example.com as equivalent — but you must still enter the hostname only (no protocol or paths) in Allowed Domains.

2. “Domain not allowed” or “Nothing happens”

If you see a “domain not allowed” message, or you submit the form and get no success message, the most common cause is an incorrect Allowed Domains entry.

How Allowed Domains should look

Enter only the hostname — no protocol, no paths: 

example.com
yourusername.github.io
myapp.pages.dev
yourproject.webflow.io
your-store.myshopify.com

Common mistakes

  • ❌ https://example.com
  • ❌ example.com/contact
  • ❌ *.example.com (wildcards are not supported)

About www

Web2Phone treats example.com and www.example.com as equivalent. You don’t need to add both.

Important: you may need more than one hostname

Many platforms can serve your site on multiple hostnames (custom domain + platform domain). If you test on one hostname but only allow the other, submissions will be blocked.

  • Squarespace: your custom domain + a Squarespace domain (if enabled)
  • Cloudflare Pages: yourproject.pages.dev + your custom domain
  • GitHub Pages: yourusername.github.io + your custom domain
  • Shopify: your-store.myshopify.com + your custom domain

How to fix it

  1. Open your form in the Web2Phone dashboard.
  2. Open your live site in another tab and copy the hostname from the address bar.
  3. Add that hostname to Allowed Domains (one per line).
  4. Click Save, reload your site, and test again.

3. Form submits, but no WhatsApp message

If the form appears to submit but you don’t get a WhatsApp message:

Step 1 — Confirm WhatsApp delivery is enabled

  • Open your form in the Web2Phone dashboard.
  • Make sure WhatsApp Delivery is turned on for this form.

Step 2 — Check your phone number format

Your number must be in full international format and contain only + and digits: 

+447912345678        ✅ Correct (UK example)
07912345678          ❌ Wrong (missing country code)
+44 7912 345678       ❌ Remove spaces
+44-7912-345678       ❌ Remove dashes
(+44)7912 345678      ❌ Remove brackets

Step 3 — Check if email is working

If you receive the email notification but not WhatsApp, the issue is usually WhatsApp delivery settings, quotas, or phone number formatting.

4. No email notification

If WhatsApp works but email doesn’t:

  • Check that you added at least one email address to the form settings.
  • Check your spam/junk folder.
  • Make sure the address is spelled correctly (no stray spaces).

If you’re using forwarding or aliases, test the mailbox by sending yourself a normal email first.

5. Form does nothing / JavaScript errors

If clicking “Send” does nothing, or you see errors in the browser console, the embed snippet usually isn’t included correctly (or your platform stripped the script tag).

Check you’re using the full embed snippet

Your page must include both the form and the embed.js script tag: 

<form data-web2phone="form"
  data-public-key="YOUR_PUBLIC_KEY"
  data-endpoint="https://web2phone.co.uk/api/v1/submit/">

  <input name="name" placeholder="Your name" required>
  <input name="email" type="email" placeholder="[email protected]" required>
  <textarea name="message" placeholder="Message" required></textarea>

  <button type="submit">Send</button>
  <p data-w2p-output></p>

</form>

<script src="https://web2phone.co.uk/static/formsapp/js/embed.js"></script>

Common problems

  • The <script> tag was removed/blocked by the platform or editor.
  • The data-public-key is missing or incorrect (copied from the wrong form).
  • You copied only the <form> but not the script tag.
  • You removed data-w2p-output so you never see success/error text (the form may still be sending).

Check the browser console

Open your site → press F12 (or Ctrl+Shift+I) → Console. Errors mentioning Web2Phone are usually a missing script, blocked script, invalid key, or domain mismatch.

6. Platform-specific issues

Some platforms have quirks when embedding custom HTML or scripts. Use the guide for your platform to avoid common pitfalls:

Each guide shows exactly where to paste the snippet and what to do if the platform strips scripts.

Still Need Help?

If you're still stuck after the checklist above, contact support with: your site URL, the hostname(s) you added to Allowed Domains, and a screenshot of your form settings.

📩 [email protected]

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