Why Can't I See My Sumo Form?

1 View your site in Google Chrome Incognito

2 Ensure your List Builder app is on

3 Ensure your form is published

4 Ensure your Display Rules are correctly setup

5 Ensure only one form can display on the page

Sumo uses cookies to determine if a form will display to a visitor. By default, once a visitor has subscribed through your form, the visitor will not be able to see it again until this cookie expires, and depending on your settings, after a visitor sees your form, they will not see it again for a certain amount of time.


1) View your site in Google Chrome Incognito

We highly recommend viewing your site in a brand new Google Chrome Incognito window to test your website to view your apps as if you were a new visitor. This will ensure that there aren't any Sumo cookies that will prevent your form from displaying.

To test your popups in Chrome's Incognito Mode:

1 Open up Google Chrome

2 Click File > New Incognito Window

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Note: You can also view your site in an Incognito Window with the keyboard shortcut Ctrl+Shift+N on Windows or Command+Shift+N on Mac.

3 If you are not seeing your forms even in Google Chrome's incognito, we suggest checking items below:


2) Ensure your List Builder app is on

1 In order to check this, first click your profile picture in the upper right hand corner of the app, then click settings within the dropdown menu.

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2 Next, click Apps, and ensure the List Builder app is in the on position

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In the image above, you will see the List Builder is in the "on" position (indicated by the blue checkmark)


3) Ensure your form is published

1 In order to view your form, first click Forms in the navigation at the top of the Sumo app.

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2 Check the status of your form. In the example below, the form is in Paused mode, and will not display.

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3 In order to publish the form, click Edit, then select Resume Form from the dropdown menu.

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4 In the screenshot below, you will see the form is Active.

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4) Ensure your Display Rules are correctly setup

1 In order to check your Display Rules, you need to first click Forms in the navigation at the top of the Sumo app.

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2 Next, click Edit next to the form you are troubleshooting.

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3 In order to check your display rules, navigate to the Visibility tab within your form.

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4 In the screenshot below, this popup will ONLY display on the home page.

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Pro tip: Setting up a Show Rule will configure your form to only display when the conditions in a Show RUle have been met. Don't Show Rules, on the other hand, configure the form to never display when the conditions defined in the Don't Show Rule have been met. In the event that there is a conflict between Don't Show and Show Rules, Don't Show Rules will take precedence.


5) Check for conflicts with other forms

1 In the event that more than form with the same form type is eligible to display on the same page at the same time, it will be a 50/50 tossup as to which form actually displays on the page. Because of this, we highly recommend only having one form with the same form type set to display on a single page.

Note: What's a form type? Form types can be found in the Form Type tab of your form, after clicking on Edit next to your form. There are six Form Types (Popup, Scroll Box, Inline Form, Click Trigger Popup, Welcome Mat, and Smart Bar).

It is important to note that you can have more than one Click Trigger or Inline Form on a single page.

2 If more than one form is set to display on the same page, but the forms are different Form Types, we suggest making sure Yield Tech is not enabled. You can find this by navigating to the Visibility tab within your form, and clicking Show Advanced Settings.

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3 If Yield Tech is enabled, we suggest turning this off if you wish for more than one Form Type to display on a single page load. In the screenshot below, Yield tech is enabled.

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