---
title: "Fix common form issues"
url: "https://support.cosmesoft.app/en/article/fix-common-form-issues"
language: "en"
last_updated: "2026-09-24T22:53:33.366Z"
---

# Fix common form issues

Use this guide to diagnose and fix problems with digital client forms and SmartForm automation.

> If you're not sure how forms work, start with [**About Client Forms**.](https://support.cosmesoft.app/en/article/about-client-forms)  
> For setup steps, see [**How to manage client forms**.](https://support.cosmesoft.app/en/article/how-to-manage-client-forms)

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## Problem 1 — Form not sending to client

**How you recognise it**

-   The "Forms" section on an appointment tile shows as empty or "Not Sent."

-   The client reports they haven't received a link via SMS or Email.

**Most likely causes**

-   **Missing Link** — The service booked hasn't been linked to the form in **SmartForm** settings.

-   **Delivery Timing** — The form is set to send "1 Day Before Visit," but the appointment was only just created.

-   **Contact Details** — The client's profile is missing an email address or mobile number.

**How to fix it**

-   Go to **Client Forms** > **Edit** and verify the **SmartForm** toggle is on and the service is linked.

-   Check the **Delivery Timing** to ensure it hasn't been set to a future date.

-   Verify the client's contact details in their profile and click **Resend Forms** from the appointment tile.

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## Problem 2 — SmartForm not triggering

**How you recognise it**

-   Staff have to manually attach forms to every new booking.

**Most likely causes**

-   **Automation Disabled** — The **SmartForm** toggle is turned off for that specific form.

-   **Service Conflict** — Multiple forms are linked to the same service with conflicting rules.

**How to fix it**

-   Ensure the **SmartForm** toggle is enabled for the form.

-   Check that the service is correctly linked in the **Automation** section of the form editor.

-   Refresh the page and test with a new booking to see if the form now attaches automatically.

![image-20260503-034214.png](https://cdn-assets.productfruits.com/1509c18f-0241-4ca1-95e6-523462674493)

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## Problem 3 — Cannot edit form fields

**How you recognise it**

-   The drag-and-drop builder is unresponsive.

**Most likely causes**

-   **Permission Issue** — You may have "View" only access to forms.

-   **In-use Lock** — The form might be temporarily locked if it's currently being completed by a client.

**How to fix it**

-   Verify your permissions with an administrator (**Settings → My Team**).

-   Ensure you are clicking **Edit** and not just **View** from the list.

-   Try refreshing your browser or clearing your cache if the builder UI seems stuck.

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## Problem 4 — Submission download is empty

**How you recognise it**

-   The downloaded ZIP file contains no PDFs.

**Most likely causes**

-   **Date Filters** — The date range selected in the download dialog doesn't include the submission dates.

-   **Unfinished Forms** — Only fully completed and signed forms are included in the bulk download.

**How to fix it**

-   Double-check the **Start Date** and **End Date** filters in the download dialog.

-   Ensure the clients have actually submitted their forms (check the **Forms** tab on their profile).

-   Try downloading for a smaller date range or a specific form type to narrow down the issue.

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## Still not working?

If the issue persists, gather the following before contacting support:

-   The name of the affected form.

-   The client's name and appointment date.

-   A screenshot of the Automation settings for the form.

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