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Newsletter sign-ups are no longer working, can you check?

Diagnose and fix a newsletter form that is no longer collecting leads

Key points ● Verify that the newsletter form is correctly sending data ● Check the form configuration on both the website and the email marketing tool ● Test the end-to-end subscription process (success message, confirmation email, adding to the list) ● Implement a testing routine with each website update

You've noticed that newsletter sign-ups are no longer working on your hotel website and you'd like us to investigate. Technically, we don't have access to your back office or email marketing tools, so we can't directly check your configuration. However, we can guide you step-by-step to identify the source of the problem and restore contact collection.

The objective is to check, in order, the form on the site, the link with your emailing tool (Mailchimp, Brevo, Campaign Monitor, etc.) and the correct receipt of leads in your list.

1. Check the form on the website

Start by making sure that the newsletter form itself works correctly on the published site (and not just in preview).

Points to check: ● The email field is correctly labeled as email and is required. ● The submit button triggers an action (no technical error message). ● A success message is displayed after submission. ● The form does not get stuck on "Submitting..."

Steps to follow

  1. Open the published version of the page in a private browser.
  2. Enter a test email address (for example, an internal hotel address).
  3. Click the registration button.
  4. Note down exactly what happens: success message, error message, page reload, nothing at all, etc.

💡 If no message is displayed after clicking, it is often a sign of a script problem, a JavaScript conflict, or a misconfigured redirect.

2. Check the form configuration

Depending on how your newsletter is connected, the form can: ● send data via a native connector ● send data via an action URL (API endpoint) ● send data via a custom script

Questions to ask yourself: ● Have you recently modified the layout or duplicated the newsletter section? ● Is the current form a copy of an older form that was working? ● Have the field names (name, email) been changed?

Best practices ● Maintain a consistent form ID or name over time. ● Avoid renaming fields expected by your email marketing tool (e.g., “EMAIL” or “email”). ● Verify that the form has not been set to “display:none” or hidden by an interaction.

💡 If you have recently redesigned the footer or newsletter section, it is possible that the new form is no longer connected to your email tool.

3. Check the connection with your email marketing tool

Next, check if the "link" part is still working.

Most frequent cases: ● Integration via a script or embedded code provided by the email marketing tool ● Integration via an external form copied and pasted into a code block ● Integration via API (action URL + API key)

Check the following in your email marketing tool: ● The list (audience) still exists and has not been deleted or renamed ● The API key used has not been reset ● No errors appear in the logs (if your tool provides them) ● The external form has not been disabled or modified on the provider's end

💡 Tip: Test the signup process directly from a native form hosted by your email marketing tool. If it works there but not on your website, the problem lies with the website integration, not the tool itself.

4. Test the complete registration string

Functional registration is not limited to submitting the form. The entire process must be tested:

  1. The form is successfully submitted to the website.
  2. A confirmation message (or a redirect) will appear.
  3. You may receive a double opt-in email (if enabled).
  4. The address has been successfully added to the correct list in your email marketing tool.

Recommended testing procedure: ● Use 2 or 3 different test email addresses (Gmail, Outlook, work address) ● Test on desktop and mobile ● Test in private browsing mode to avoid caching

If you see the success message but the email never arrives in the list, the problem lies between the form and the emailing tool (bad endpoint, invalid API key, incorrect list, etc.).

5. Common problems after a website update

Newsletter forms often stop working after: ● a redesign of the footer or header ● a change of class or ID on the form ● a duplicated page where the integration code has not been copied ● the addition of a new script that blocks submissions (JavaScript error)

Troubleshooting steps: ● Compare with an older version of the site (if you have a copy) ● Verify that all integration scripts are still present in the site's custom code ● Temporarily disable recently added scripts to see if the form starts working again

💡 When modifying the structure of a block containing forms, avoid deleting technical elements (IDs, integration codes, hidden fields) without verifying their usefulness.

6. Security, spam and double opt-in

It is also possible that the registrations “work”, but you do not see them for validation or filtering reasons.

Specifically, check: ● if double opt-in is enabled (the user must click in a validation email before being added to the list) ● if confirmation emails are not being marked as spam ● if your email marketing tool has not suspended sending due to high bounce rates or spam

💡 Ask your reception teams to also monitor spam folders during your testing phase.

7. Establish a monitoring routine

To avoid discovering too late that the form is broken, set up a simple routine:

  • Test newsletter signup after any major website update ● Verify monthly that new contacts are correctly added to the list ● Clearly document which form leads to which list

This discipline prevents you from unknowingly losing dozens of potential registrations.

Conclusion

Even though we can't directly check your configuration, you can effectively diagnose a malfunctioning newsletter form by following these steps: test it on the website, check the form itself, verify the connection to your email marketing tool, test the entire process, and review any recent changes. Once these points are checked, your forms should once again correctly capture email addresses from your future customers.