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Signup forms common questions
Signup forms common questions

Frequently asked questions around designing and tracking the success rate of your signup forms.

Updated over a week ago

Signup forms allow you to capture your online store browsers' email addresses so you can convert them into customers. This guide contains answers to frequently asked questions about signup forms. Through Marsello you can create popup forms, landing page forms and COVID-19 contact tracing forms.

Popup forms

Q. Will the pop-up form still work if the loyalty program is paused?

A. Yes, this should still work because it falls under marketing and not loyalty.

Q. If I set up a check box on my popup form to record customer preferences, will those preferences display on the customer's Marsello account?

A. No, currently, only one tag from the checkbox will be recorded on the customer’s Marsello account.

Q. If an existing customer doesn't accept marketing and then signs up through the popup form to receive email marketing, will that update their status?

A. No, this will not automatically update the existing customer's marketing status. It is recommended to update the customer's marketing status directly from the integration you are using.

Q. Is there a way to make pop-up forms landscape?

A. The pop-up form is not currently available in landscape format.

Q. I'd like to design my pop-up form to have a two-column layout (image on the left-hand side of the form with the signup form fields on the right-hand side). Is this design layout possible?

A. Currently, it is not possible to design the popup form in a two-column layout with an image and the signup fields placed next to each other (image | signup form). Please let our support team know if this design template will be helpful to your store.

Q. Is it possible to have multiple popup forms on my site?

A. No, it isn't possible to have multiple popup forms on your site. However, as a workaround, you can link to as many landing page forms from your site as needed.

Q. Is there a maximum number of data collection fields that can be added to the popup form?

A. Currently, there isn't a limit on how many data collection fields you can add to your popup form. However, we recommend not using more than three. If you need to collect more data than this, please add a survey link to the form using an app such as Typeform.

Q. What is the exact size of the default popup form?

A. The popup form display block is set to 500px x 500px by default. If you are experiencing any issues with the background image size, try uploading a smaller image and adjusting the image padding. This usually helps with any unwanted white space towards the bottom of the form.

Q. Is there a way to embed the Marsello popup sign-up form onto our website?

A. Currently, the form is not embeddable to a website. However, you can have an embedded link that will open up a Marsello-managed form on the customer's browser.

Q. Is there any way to have the pop-up form only displayed on desktop view and not mobile?

A. Currently, there isn't a way to have the pop-up form display on desktop and not on mobile. The form is designed to display on both.

Q. Is it possible to set up a pop-up form to enable customers to download a free PDF?

A. Currently, Marsello doesn't host PDFs for customers to download when customers sign up for email marketing through a popup form. However, if you are able to host the PDF on a private page, this could be achieved by putting the link to download the PDF on the popup form's success page.

Q. What are the options to adjust the timing settings of the popup form?

A. Currently, you can only select when the popup appears by either setting a delay or setting it to appear when a customer is leaving the website.

Q. Is the Marsello popup form designed to only appear on a home page or can it appear across any page on their site?

A. The popup form can appear on any page of your retail site connected to and enabled in your Marsello account.

Q. I've paused my Marsello loyalty program. Does this mean my popup form will no longer appear on my site?

A. The popup form will still appear on your site and collect customer information. This is because the popup form is part of the marketing side of Marsello and is not part of loyalty.

Q. What happens if an existing customer signs up a second time via the popup form and uses the same contact details?

A. If an existing customer signs up via the pop-up form using the same email address that's on their current account, their details will be stored and the submission will be viewable via the form reporting page. A new account will not be generated in this case.

However, if the customer were to use an email address that is not already on file, they would be treated as a new customer. This would make them eligible for the welcome automation if you have it enabled.

Q. Will the pop-up form still work if pop-ups are disabled on the customer's browser?

A. This depends on how the customer has turned off pop-ups. Generally speaking, some ad-blockers may stop the form from working. However, disabling popups shouldn't impact the form.

Q. I'm testing my popup form which is linked to a Welcome Automation, however, I've not received the email. Why is that?

A. If you haven't received the email connected to your popup form, please run through the following troubleshooting steps:

  • confirm the email address you have used to sign up with isn't already in your Marsello database.

  • if the test email address is new, please check your spam/junk folder to ensure the email automation hasn't gone to this folder

If neither of these steps has helped to determine why the Welcome Automation hasn't been sent, please let our support team know. The team will be able to take a closer look into this for you.

Landing page form

Q. Is it possible to link my landing page form to my loyalty widget?

A. At the moment, there isn't a way to link a landing page form to the loyalty widget. If the customer account is created via a signup form, the customer will also need to create a store account via the loyalty widget or directly on your website.

Q. I would like to share my landing page form link. Is there any way this can be shortened or customized?

A. Currently, there isn't a feature available to shorten or customize the landing page form link. If this is a feature that would benefit your store please reach out to our support team who will be able to submit a feature request on your behalf.

Q. Is there a link I can share with my customers so they can sign up to my newsletter?

A. Yes, it is recommended to create a landing page form to collect customer details for sending your newsletter. Once you create the form, you will have access to a unique form link in your Marsello app admin that you may share with customers to sign up for your newsletter.

Q. What are the exact dimensions of the background image for the landing page form for it to fill it complete and not be distorted?

A. Under the Body section, the retailer can adjust the content width. By default this is 500px width, they can update this to be what they want, and would suggest that they make the image the same width dimension (note they need to remove the padding around the outside too). Would recommend that they add a background color too to make it more brand-customized


General Signup Form Questions

Q. Is there a difference in the customers' experience if they sign up via a form vs. the loyalty widget signup?

A. Yes, there is a difference in the customer's experience if they sign up via a signup form rather than the widget. Signup forms are used to collect customer details such as email addresses for marketing purposes. The purpose of using the loyalty widget signup is to create a loyalty account.

  • Shopify merchants, please note that if using a signup form on your store, customers who sign up via the form will not automatically receive a store account. Store creates are only generated when customers sign up via the loyalty widget.

  • O-series merchants, please note that if a customer doesn't already exist in your database and signs up via a signup form, an account will automatically be generated for the customer in O-Series.

Q. My email address already has an account in my store's database, can I still sign up via the form and test that (1) my details are recorded correctly and (2) my email receives the automation I've connected to signing up via this form?

A. If your email already exists in your store database, you can still sign up via the form. However, the details entered via the form will not override what is already in the database - any changes to name or mobile number for example should be updated through your integration. Any pre-existing email will not enter the flow to receive the automation connected to the signup form. It is recommended to test this process with a different email address that is not already in your customer database.

Q. Can I embed a signup form on my WordPress site?

A. Currently, there isn't a feature available to embed the forms on your store site. However, to achieve this goal, you could create a landing page form and link that to a navigation link on your store's menu or link it to a button on your store site.

Q. Can I disable my signup form at any time?

A. Yes, you may disable your signup form at any time. To disable from your Marsello app admin, go to loyalty> forms > marketing forms and toggle the on/off button to off.

Q. Can customers select more than one check box on a form and have that information recorded in their Marsello account?

A. Currently, the check box records one tag from the form onto the customer's Marsello account. If you are interested in seeing this feature, please contact our support team to request this feature.

Q. Is there a way to include First Name and Last Name fields on the sign-up forms and ensure customer's Last Name is mapped to the Last Name field

A. Currently the customer's first name and last name is split by white place when entering their details in the input field. Any custom fields would not map to the customer's details. It would simply be recorded as custom data.

Q. Is it possible to translate the coupon page popup from the newsletter signup form?

A. Currently, there isn't a feature to translate the popup form page showing the customer's coupon code. If this is a feature that will benefit your store, please contact our support team. The team will be able to put through a feature request on your behalf.

Q. Does Marsello have a recaptcha feature for our mailing list form?

A. Currently, there isn't a feature available for recaptcha. However, if this is a feature you are interested in, please let our support team know.

Marketing via Forms and Form Reporting

Q. Can a Facebook pixel be added to a signup form to track it?

A. Yes merchants can add a Facebook pixel for tracking purposes to their sign-up form via the HTML content block.

Q. I am trying to export my custom form information and the responses are difficult to review. Is there a best way to export these?

A. Custom form data is stored as JSON code. Presently, there isn't a feature available to export these columns individually however you could use an online tool like

to convert the JSON format to a .CSV format.

Q. Can you award loyalty points as an incentive for subscribing via a QR code form or landing page form? In the QR code forms / Landing page forms, can you award X loyalty points as an incentive for subscribing - or must it be a discount of $/% off?

A. Yes, merchants can award loyalty points or loyalty rewards as a bonus to new customers signing up via a QR code or landing page form. To award these points, you will need to create a custom automation and add in a step to award loyalty points. When setting the audience for this custom automation, be sure to create a segment of customers who complete the signup form and assign this as the audience.

Q. How long will it take for reporting to appear once I enable a new signup form?

A. Reporting for new sign up forms will begin once the form is set to live.

Custom Segments from Forms

Q. If a customer already has a profile in Marsello and they enter their details via a form, will their profile appear under the segment conditions 'sign up form is x'.

A. If a customer already exists and fills out a form, they will NOT appear associated with that form.

COVID-19 Tracing Forms

Q. If an existing customer accepts marketing and doesn’t check the checkbox on the check-in form, will this impact their marketing status?

A. No, this will not impact their accepts marketing status. If a customer wishes to change their marketing status, it is best to update this through the integration.

Q. If an existing customer doesn’t accept marketing and checks the checkbox, will this impact their marketing status?

A. Yes, the customers' accepts marketing status will be updated per the request through the check-in form.

Q. How is the marketing option on this form different from other Marsello forms?

A. The difference in the marketing option on the COVID-19 tracing form includes that this form is private, customers can opt-in for marketing, and the form is secure.

Q. If an existing customer signs in via the check-in form, will they receive a duplicate Marsello account?

A. No, Marsello uses the customer's email address as the unique identifier and will not duplicate the customer's account.

Q. Can the COVID-19 QR check-in be customized?

A. Yes, you can customize this in the same way they can with forms, it does not have to be relevant to Covid.

Integration-Specific Signup Form Questions

Shopify eCommerce

Q. I have a Shopify eCommerce store and would like to use a landing page form over the loyalty widget. Will the customer still receive loyalty points for their purchases?

A. Yes, as long as the Shopify site is connected and customers are purchasing items. Loyalty points will accumulate in the background. However, the customer won't be able to see any of this from the landing page form.

Q. If I create my popup form in Shopify, will customer information collected by this form sync across to Marsello?

A. Once the customer completes the popup form and their account is created in your Shopify database, the customers' details will sync across to Marsello.

Lightspeed X-Series

Q. Is there any way to sync customer address information from Marsello sign-up form into Lightspeed X-Series POS?

A. Currently, there isn't an automatic way to sync customer address information from Marsello. However, you could manually import that data into Lightspeed. You will first need to export the forms from Marsello and then run a Lightspeed customer import.

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