Troubleshooting Survey and Form Flows

Two things surprise most merchants who build a Flow on a Survey or Form completion trigger: the confirmation email appears to stop sending when the same person submits the form again, and there is no screen anywhere that lists who has submitted. Both are working as designed. This page explains what is happening in each case and what to do about it.

Quick diagnostics

Symptom	Likely cause	Where to go
The email arrives on the first submission but not on later ones from the same address	Concurrent Enrollments NOT Allowed is blocking re-entry while the earlier enrollment is still active	The Flow email is skipped on repeat submissions
A manual Test Flow or Test Emails send works, but Total Started stays at 0	The manual test buttons do not exercise the Survey Name trigger match, so the trigger itself is untested	Check the trigger's Survey Name against the widget's Name field
There is no way to tell whether anyone has filled out the form	Flows built on a Survey Completion trigger send outbound follow-up to the submitter, and do not notify you	You cannot see who submitted a survey or form

The Flow email is skipped on repeat submissions

Symptoms: You receive the confirmation email the first time you submit the form, then nothing on later submissions from the same email address. No error appears anywhere in the StoreFront admin.

Root cause: The Flow's Concurrent Enrollments NOT Allowed setting, at the top of the Flow builder, stops a contact from starting a second run of the Flow while an earlier enrollment for that same contact is still active. A repeat submission from an address that is already enrolled is skipped rather than queued.

Diagnosis: Open the Flow, click into the email step, and open its Step Activity dispatch log. The date range defaults to the last day and can be widened. Look for the same address appearing several times in a short window. If that address also lands in the step's Skipped count for the period, this setting is the cause. The Emails skipped figure in the Flow Analytics panel corroborates it at the Flow level.

Solution: Nothing needs fixing if you intend to send the confirmation once per person. A real visitor who submits the form once is unaffected.

note

This is by design. Repeat submissions from a contact who is still enrolled are skipped so that one person cannot be pulled through the same sequence twice at once.

If every submission should always send a fresh email, including repeats from the same person, turn Concurrent Enrollments NOT Allowed off permanently in the Flow settings. The tradeoff is that someone who submits twice, whether deliberately or by double-clicking Submit, receives the confirmation each time.

Testing a Flow without tripping the skip

tip

Use a different email address for each test submission. It is the only approach that leaves the Flow's live configuration untouched.

Any of these work:

• Use a different email address for each test.
• Wait for the earlier enrollment to clear before you resubmit from the same address.
• Turn Concurrent Enrollments NOT Allowed off while you test, then turn it back on when you finish.

A successful test send does not prove the trigger fires

Symptoms: The Test Flow and Test Emails buttons deliver mail correctly, but the Flow's Total Started count sits at 0 and no live submission ever enrolls anyone.

Root cause: The manual test buttons simulate the Flow's steps with test data. They do not perform the Survey Name trigger match, so a successful test says nothing about whether live submissions enroll.

Diagnosis: Compare the Survey Name filter on the Flow's trigger against the Name field on the survey widget itself. They must match. Then watch Total Started after a live submission rather than relying on a test send.

Solution: Correct whichever of the two names is wrong so they match, then submit the form for real and confirm Total Started increases. See Flows for what each toolbar button does.

You cannot see who submitted a survey or form

Symptoms: You have a Survey Element form collecting responses, and no screen shows who submitted it or how many submissions arrived. The only mail involved is the confirmation that goes to the submitter.

Root cause: A Flow built on a Survey Completion trigger exists to follow up with the person who submitted. It does not notify you. Submission visibility comes from reporting instead.

Diagnosis: Check which of the two you actually want, because they are easy to conflate. Inbound notification is data about who submitted. Outbound confirmation is the email the submitter receives. This section is about the first.

Solution: Start with the AI Report Builder, and move to a spreadsheet export only if you need submissions flowing continuously into another system.

Ask the AI Report Builder

The AI Report Builder, under Operations → Reporting, answers questions about submission data in plain language and needs no external setup. It is the fastest route to visibility. A prompt like this gets you started:

Show me all YOUR_FORM_NAME submissions from the last 30 days,
including YOUR_FIELD_NAMES, sorted by most recent submission.

Replace YOUR_FORM_NAME with the survey's Name and YOUR_FIELD_NAMES with the fields you want as columns.

If the AI Report Builder does not appear in your Reports menu, it may need to be turned on for your account. Ask UltraCart support before concluding it is unavailable.

Export submissions to a spreadsheet

Zapier is the usual first suggestion here and it does not work for this. UltraCart's Zapier integration triggers on order events only, so no survey or form completion trigger exists to build on.

Pull the submissions from the data warehouse instead. Survey Data to Google Sheets walks through flattening the uc_surveys table into one row per response with one column per question, then connecting it to a Sheet that refreshes on its own. Treat this as its own setup task rather than a quick answer.

Where to check

Tool	What it tells you
Step Activity dispatch log	Per-step send and skip history for a date range. The primary tool for a skipped send
Flow Analytics panel	Flow-level totals across all time, useful for confirming a pattern is not isolated to one step
Total Started	Whether the trigger is enrolling anyone at all
Test Flow and Test Emails	Message content and formatting. They do not exercise the trigger match

What the counters mean

Counter	Meaning
Total Started	Enrollments the Flow has ever begun, across all time
Emails skipped	Enrollments where the email step did not send, most often because Concurrent Enrollments NOT Allowed blocked a re-entry
Emails sent	Dispatch was attempted
Emails delivered	The receiving server accepted the message
Step-level Sent and Skipped	The same ideas scoped to one email step over the selected date range, not all time

When to escalate

Escalate as a possible Survey Completion trigger problem, rather than a concurrent enrollment case, when a real visitor reports never receiving the confirmation after a single first-time submission and the dispatch log has no entry for their address at all. Absent is different from skipped. A skipped entry points back to the concurrent enrollment behavior.

Include the account ID, the Flow name, the submitter's email address, and the submission time the merchant reported.

Related documentation

• Flows covers building a Flow and what each toolbar action does.
• Adding a Survey to StoreFronts covers building the survey and the uc_surveys table its responses land in.
• AI-Powered Report Builder covers asking for a custom report in plain language.
• Survey Data to Google Sheets covers the continuous spreadsheet export.
• Zapier Integration lists the order events Zapier can trigger on.