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Troubleshooting Certificate Creation

Ayesha Akhtar
Ayesha Akhtar
  • Updated

Issue Summary:
When TrustedForm certificates fail to be generated or fully populated, critical elements such as the certificate URL, form submit events, retention extension, or correct consent language are missing or error‐prone. This can occur due to misconfigurations in the TrustedForm Certify script, network issues, invalid API parameters, unsupported environments, or improper implementation of consent tags.

Impact:
Affected parties include web publishers who rely on the TrustedForm Certify integration to document consumer consent for regulatory compliance and lead verification, as well as lead buyers and compliance teams that depend on complete certificate data to mitigate legal risk. Incomplete or erroneous certificate creation can lead to lost opportunities, invalid lead matching, or potential non‑compliance with TCPA and other regulations.

Common Errors, Causes, and Fixes

Symptom Root Cause Description Quick Fix
Missing certificate URL on page TrustedForm Certify script misconfigured, network issue, invalid URL or blocked prvacy/security technologies The certificate is not created when the script fails to load, network problems prevent data from being sent, it is intetionally blocked, the website’s URL is not a valid HTTP/HTTPS URL, the website’s URL exceeds 8,192 chracters, the user agent is not present or the site visitor has disabled javascript. Confirm proper inclusion of the TrustedForm Certify script and prompt visitors to avoid modifications that affect standard webpage processing.
Certificate not being extended past default retention Form submit event not detected Certificates remain in the default 3‑day window if the TrustedForm script fails to capture a “submitted form” event. Ensure the web form uses a standard
tag with a visible submit button and that TrustedForm consent tags are implemented; allow at least 15 minutes for the auto‑extension process.
Incorrect Consent Language Detected on certificate Missing or improperly implemented consent tags If the consent tags are not correctly placed, the Consent Language Detected section may show unexpected or missing text. Implement the recommended TrustedForm consent tags per documentation and verify that the expected consent disclosure is visible during the session replay.
Portions of the session replay are missing Recording is started later or stopped early The start and stop of recording can be adjusted by the design of the website and tools provided as part of the Web SDK. Missing portions are usually a result of that. Ensure the Certify script is loaded before the user interacts with the form and is not stopped/removed until the end of the lead event

Known Scenarios That Prevent TrustedForm Certificate URL Creation

The following are known and confirmed scenarios that will prevent a TrustedForm certificate URL from being created. These conditions occur before a certificate can be generated and are independent of form submission or retention behavior.

Blocking and Prevention by the Consumer Environment

  • The consumer uses a browser extension or ad blocker that blocks TrustedForm Certify from running.
  • The TrustedForm Web SDK implementation includes the provide_referrer parameter, which is targeted by EasyList’s EasyPrivacy filter list (used by Adblock Plus, uBlock Origin, AdBlock, AdGuard, Brave, Opera, Vivaldi, and others).
  • Google Tag Manager is used to deploy TrustedForm Certify, and Google Tag Manager is blocked.
  • The consumer disables JavaScript in their browser.

Network and Timing Issues

  • The consumer has a poor or unstable internet connection, causing the TrustedForm Certify script to fail, timeout, or load too slowly.
  • The form is submitted before the TrustedForm certificate is created.

Traffic and Session Limitations

  • A bot fills out the form and does not trigger TrustedForm Certify.

Implementation and Page Behavior Issues

  • TrustedForm Certify is implemented incorrectly.
  • TrustedForm Certify is initiated before the form is added to the page.
  • The page has other scripts must run before TrustedForm Certify, and the form is submitted before TrustedForm Certify executes.

Platform Availability Issues

  • ActiveProspect experiences an outage or TrustedForm Certify encounters an internal bug.

Step‑by‑Step Troubleshooting

Step 1 – Verify Script Installation and Network Connectivity

  1. Open the web page where TrustedForm Certify is integrated.
  2. Open the browser’s developer console and check for any JavaScript errors related to the TrustedForm script.
  3. Confirm that a hidden field containing the certificate URL is injected into the page.

Expected Result: The TrustedForm Certify script loads without errors and inserts a hidden field with a correctly formatted certificate URL.

Step 2 – Check Form Submission Detection and Retention Extension

  1. Submit the web form using a standard
    element with a visible submit button.
  2. Inspect the certificate’s Event Log for a “submitted form” entry indicating that the form submission event was captured.
  3. View that the certificate 15 minutes after creation to confirm the retention window has been extended from the default 3 days to 90 days.

Expected Result: The Event Log records the “submitted form” event, and the certificate shows an extended retention period confirming that the form submission was successfully detected.

  1. Open the TrustedForm certificate and scroll down to the “Consent Language Detected” section.
  2. If the text is missing or incorrect, review the page to ensure that the required consent tags are correctly implemented.

Expected Result: The Consent Language Detected section accurately displays the expected consent language as captured during the lead session.

8. FAQ

Q: Why is my TrustedForm certificate not appearing after form submission?
A: Ensure that the TrustedForm Certify script is correctly embedded on your page, that the form uses a standard HTML

tag with a visible submit button, and that no JavaScript errors are interfering with event detection.

Q: My certificate’s retention window isn’t being extended after form submission. What should I do?
A: Check that the TrustedForm Certify script detected a proper form submit event by reviewing the Event Log. Confirm the form uses a standard submission method and that consent tags are implemented; allow at least 15 minutes for the auto‑extension to update the retention period.

Q: The Consent Language Detected section shows incorrect or missing text. How do I fix this?
A: Verify that your webpage includes the appropriate TrustedForm consent tags and that the expected consent disclosure is being displayed during the user session. If machine learning is used to capture consent text, ensure it is calibrated with your approved language requirements.

Q: Which technologies are not supported by TrustedForm Certify?
A: TrustedForm Certify is optimized for standard HTML web forms. It may not work as expected on AMP pages, certain proprietary mobile apps, or dynamic form builders that do not trigger a standard form submit event.

Glossary

Term Definition
TrustedForm Certificate A digital record generated by the TrustedForm Certify script that documents a consumer’s session, capturing consent details and metadata for compliance purposes.
Retention Window The period during which a certificate can be claimed or retained; typically 3 days by default and extended up to 90 days when a valid form submission is detected.
Form Submit Event A user action—typically clicking a submit button—that triggers the form’s submission and is captured by the TrustedForm Certify script.
Consent Language Detected The text captured from the web form that indicates the consumer’s consent disclosure, used for verifying proper presentation of consent.
TrustedForm Certify Script The JavaScript snippet embedded on your web page that initiates certificate creation and records user interactions during the session.
Unsupported Platform Environments—such as AMP pages or non‑HTML dynamic forms—that do not trigger the standard operations of TrustedForm Certify, leading to incomplete certificate creation.

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