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 pop-up forms, landing page forms, and COVID-19 contact tracing forms.

Q. Will the popup form still work if the loyalty program is paused?

​A. Yes, it will still work because it falls under marketing, not loyalty.

Q. If I set up a checkbox 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 popup forms landscape?

​A. The popup form is not currently available in landscape format.

Q. I'd like to design my popup 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 would be helpful for 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 unwanted whitespace toward the bottom of the form.

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

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

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

​A. Currently, there isn't a way to have the popup form display on desktop only. The form is designed to display on both desktop and mobile.

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

​A. Currently, Marsello doesn't host PDFs for customers to download when they sign up for email marketing through a popup form. However, if you host the PDF on a private page, you can link to it from 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 having it 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 on any page of the site?

​A. The popup form can appear on any page of your retail site that is 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 popup form using the same email address as 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.
However, if the customer uses an email address that is not already on file, they will be treated as a new customer and may be eligible for the welcome automation if it is enabled.

Q. Will the popup form still work if popups are disabled in the customer's browser?

​A. This depends on how the customer has disabled popups. Some ad blockers may prevent the form from working. However, disabling popups in a browser typically does not affect the form.

Q. I'm testing my popup form, which is linked to a Welcome Automation, but I haven't received the email. Why is that?

​A. If you haven't received the email connected to your popup form, please check the following:

Q. Is there a design feature that allows customers to exit the popup form by clicking outside of it instead of selecting the "X" button?

​A. Currently, there isn't a feature that allows customers to exit the popup form by clicking outside of it. Customers must select the "X" button. If this feature would be useful for your store, please contact our support team to request it.

Q. I've created a new popup form in Marsello, but it isn't appearing on my eCommerce site. Why is that?

​A. Your popup form should automatically display on your eCommerce site once it's set up. To troubleshoot:

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 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 can submit a feature request on your behalf.

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

Q. What are the exact dimensions of the background image for the landing page form so it fills completely and is not distorted?

​A. Under the Body section, the retailer can adjust the content width. By default, this is set to 500px, but it can be updated as needed. We recommend making the image the same width dimension and removing any padding around the outside. Adding a background color can also help make it more brand-customized.

Q. Is it possible to add a widget or a section on our landing page that could be connected to our welcome signup automation instead of having a signup form popup?

​A. Currently, you can't embed the loyalty widget or signup section directly on your landing page form. However, customers who sign up through the form will be queued for the welcome automation, provided their email isn't already in your database.

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

​A. Yes, there is a difference. Signup forms are used to collect customer details such as email addresses for marketing purposes, while the loyalty widget signup is used to create a loyalty account.

Shopify merchants: Customers who sign up via a signup form will not automatically receive a store account. Store accounts are only generated when customers sign up via the loyalty widget.

O-Series merchants: 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 this form?

​A. If your email already exists in your store database, you can still sign up via the form. However, the details entered will not override what is already in the database—any changes to name or mobile number 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?
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A. Currently, there isn't a feature to embed forms directly on your store site. However, you can create a landing page form and link it to a navigation menu item or a button on your store site.

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

​A. Yes. To disable a signup form in 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 checkbox on a form and have that information recorded in their Marsello account?

​A. Currently, the checkbox records only one tag from the form onto the customer's Marsello account. If you are interested in having multiple tags recorded, please contact our support team to request this feature.

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

​A. Currently, the customer's first and last name are split by whitespace when entered in the input field. Any custom fields would not map to the customer's details and would instead 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 would benefit your store, please contact our support team so they can submit a feature request.

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

​A. Currently, there isn't a reCAPTCHA feature. If this is a feature you are interested in, please let our support team know.

Q. Can I change the default name field on the form and replace it with separate custom fields—one for First Name and one for Last Name?

​A. Currently, it is not recommended to remove the default name field and replace it with separate custom fields. Marsello requires the default name field to sync customer names across the system. If you would prefer to see separate fields for name collection, please reach out to our support team.

Q. Do you currently integrate with Jotform?

​A. Currently, there isn't an integration with Jotform. If this is an integration you are interested in, please let our support team know.

Q. If an existing customer completes a signup form with updated details (e.g., name or mobile number) and provides the same email address that's on file, will this update the customer's Marsello account?

​A. No. Customers cannot update their contact details by resubmitting a signup form. To ensure updated details sync to Marsello, update the customer’s details directly in your integration.

Q. Is there a reCAPTCHA feature available to prevent spam accounts from signing up through the signup form?

​A. Currently, there isn't a reCAPTCHA feature for signup forms. If this is a feature you are interested in, please let our support team know.

Q. Is there a way to prevent the signup form from showing to customers who have already signed up?

​A. Currently, there isn’t a feature that alerts customers if they’ve previously signed up or that prevents the form from displaying again. If you'd like to see this added, please let our support team know.

Q. I've created a signup form, but when I enter my name to test it, I get an error message saying, "An error occurred, could not subscribe." Why is that?

​A. This error usually occurs when a custom name field has been added instead of using the default name field provided in the form settings. To fix this, check your form settings and ensure you're using the default name field rather than a custom one. Switching to the default field from the existing list should resolve the issue.

Q. If I create a conditional split where "Signup Source" is not "Forms," does that exclude all signup forms (e.g., popups and landing pages)?

​A. Yes. "Forms" includes both signup popups and landing pages, as well as check-in forms. This condition would exclude all of these.

Q. Is there a way to create a barcode or QR code that links to the signup form?

​A. Currently, there isn't a feature that allows you to link a QR code or barcode directly to the popup signup form. Customers will need to visit your store online to view and submit the form. If this is a feature you'd like to see in the future, please let our support team know.

Q. How do I export data collected from Marsello signup forms?

​A. To export data from a Marsello signup form:

Q. Can I use a custom field instead of the default fields to collect customer details like name or email address?

​A. We strongly recommend using the default fields for collecting essential customer details such as name and email address. Replacing them with custom fields may result in those details not being properly recorded. Default fields are designed to reliably capture and store this data, while custom fields do not automatically populate the necessary system values, which can lead to missing

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 signup 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. Currently, there isn't a feature to export these columns individually; however, you could use an online tool to convert the JSON format to a CSV file.

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 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 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 signup forms will begin once the form is set to live.

Q. Is there a feature that notifies customers if they have already signed up when they enter their email address in the signup form?

​A. At this time, there isn't a feature that notifies customers if they have previously completed the signup form. If you'd like to see this feature added, please let our support team know.

Q. Can I have two versions of my popup form—one for mobile devices and one for desktops?

​A. Currently, there isn't a feature that allows you to have multiple versions of your popup form. If this is a feature you are interested in, please reach out to our support team and let them know.

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.

Q. I’m using a COVID-19 tracking form as a check-in form for event attendees. Will new customers who sign in using this form receive the Welcome Automation, like they would through a popup form?

A. Currently, the COVID-19 tracking or check-in form is not connected to the Welcome Newsletter automation. This means customers who sign in using this form will not be added to the automation and will not receive the welcome email.

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.

Q. Do customers create a customer account password when signing up via a signup form?

A. No, customers do not create a password when signing up via the sign-up form on your store. When creating a store account, customers will be prompted to set a password. It is important that they use the same email address as the one provided during the sign-up process to avoid creating multiple loyalty accounts. Marsello uses the customer's email address as the unique identifer.

Q. Can I add customer birthdays as a custom field to record in COVID Forms?

​A. Yes, you can collect customer birthdays using a custom field in COVID Forms. However, this information will be saved under the Custom Fields section of the customer's profile—not the designated Birthdate field in their loyalty account, as the form wasn't originally designed for this purpose.

If you want the birthday to be recorded in the correct Birthdate field, we recommend using a landing page or pop-up form instead.

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 customer's details (name, email address, and mobile number) will sync across to Marsello.

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.

Q. I am using Heartland POS and have a Marsello landing page form. When a customer submits this form, where does the customer's account get created?

A. For Heartland merchants using a Marsello landing page form, customer accounts will be created in both Marsello and your first connected integration.

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