Frequently Asked Questions
Web Form Creation
- What kind of form can I create?
- Almost any kind. For instance, surveys with complex branching logic, multi-page data-entry forms, simple contact forms, etc...
- What kind of form can I not create?
- Our terms of service do not allow you to use our form processing service to collect payment information (like a credit card number). PayPal is a great alternative to collect payments without requiring credit card information. Users on the Professional Plan can easily integrate their web forms with PayPal.
- Do I need to know HTML or programming to use FormAssembly.com?
- Not at all. Our service is designed to be easily accessible to anyone, regardless of your technical skill set.
- Is there a limit to the length of one form?
- Technically yes, but you will probably never reach it. Users have created forms that contain hundreds of fields without problem.
- Can I put the form on my site?
- Yes, you can just copy and paste some HTML code, or use one of our other advanced publishing methods.
- I don't have a website, can I still create a form and receive the responses via email?
- Yes, we can host the form for you. The web address will look like this: http://app.formassembly.com/forms/view/12345
(where 12345 is a unique identifier for your form)
- Can I import an existing form in FormAssembly.com?
- Yes, although this is experimental and works best with standard-compliant web forms. Contact us for more information.
Data Processing
- Where is the submitted data stored?
- Your data is safely stored in our database. You can export it at any time, or browse through it using our web interface.
- Can my users submit/upload files with my form?
- Yes. Each file must be less than 10Mb. The number of files you can receive is not limited at this time (this service is not available with the free plan).
- Can I create a form to process payments?
- At this time, only through our PayPal integration option, available on the Professional Plan. See also "What kind of form can I not create" above.
- Can I use your processing service with my own forms or do I have to use the Form Builder?
- You will get a better experience throughout our application if you use our Form Builder to create your form.
Security and Privacy
- Who owns the data collected on our behalf? Are you selling it to anyone?
- We act as a facilitator only, we do not claim any ownership on your data and we certainly do not share or sell it to any third-party.
- Do you keep backups?
- Yes, we do daily backups and daily monitoring on our infrastructure. We use a reputed and reliable hosting provider (Softlayer, inc.) in a state-of-the-art datacenter.
- What is your retention policy? Is my data deleted when I cancel my account?
- Your data will remain available for as long as you have an active account with us. Your data is taken offline once you delete your account, but it may remain stored in backups for up to two years.
Read more about
our commitment to Privacy and Security.
Languages and Internationalization
- What are the supported languages?
- FormAssembly.com delivers web forms localized in over 30 languages.
This means that the web form and any text (such as validation error messages) that may appear
while your visitors are filling out the form will be displayed in your native language.
For the complete list of supported languages, visit
our localization page.
- My language is not listed. Can you support it?
- Yes, you can help us by providing a translation.
- Do you support non-latin character sets (e.g. greek, cyrillic, arabic, kanji, hebrew, ...)?
- Yes, all data is processed and stored in the Unicode format (UTF-8). Your forms will work just fine.
Support
- Do you provide phone support?
- No. We provide free and unlimited support via our request tracking system.
You may also use our customer forum for questions not specifically related to your account.
We do our best to answer as quickly and as thoroughly as possible, without canned answers or runarounds.
Pricing & Billing
- How much does it cost?
- We have free and paying plans. See our plan comparison page for more information.
- Can I try this service risk free?
- Yes! You can sign up for a free account. If you'd like to test the advanced features available in the paying plans only, we do offer a 30-day money back guarantee (no questions asked). There is no contract and you can cancel your account at any time.
If you are a Salesforce user, you can also try our full-featured free test-drive.
- How will I be billed?
-
You are charged the day you sign-up. The Pay-As-You-Go plan is a one-time charge.
Other paying plans are monthly recurring charges.
If you pay with a credit card, the charge will appear as "Veer West LLC" on your bank statements.
- How do I cancel my Account?
- You can cancel your account at any time. Just log into your account, click the "My Account" tab, then "Plan" and click "Cancel Account".
You will not be charged again once you've cancelled.
- Can I get a refund? Do you have a money-back guarantee?
-
Yes we have a 30-day money back guarantee. If, for any reason, you are not happy with our service, we will refund your payment - no question asked.
Simply email us with your refund request and we'll take care of it (usually within one business day).
- Can I get an invoice for the charge?
- Invoices are available under your account. Log into your account, click the "My Account" tab, then "Plan".
- Do you have special discounts for non-profits?
- We offer our best price to all our customers, so no additional discount is available.
If our service is not within your budget or if you have extraordinary circumstances,
please get in touch with us. We may be able to suggest alternatives.
Free Plan
- What are the limits of the free plan?
- Some advanced features, like file upload, secure forms (SSL) or auto-responders, are not available on this plan.
You can still however create an unlimited number of forms and process an unlimited number of responses.
- What does 'Ad-Supported' mean?
- This means that your visitors will see an advertisement after each submitted response (see example).
This also means that the automatic redirection option is disabled in order for the advertisement page to be displayed.
Pay-As-You-Go Plan
- What is a 'credit'?
- A 'credit' on FormAssembly.com is a currency that lets you receive one response to your form. You can purchase credits when you need them.
- How much does a credit cost?
- Credits can be purchased in packs of 50, 100, 200 and 500. You will get the best price per credit with the 500 credit pack.
| Pack | Cost (USD) |
|---|
| 50 credits | $5 |
| 100 credits | $9 |
| 200 credits | $14 |
| 500 credits | $24 |
- How can I test my form without spending credits?
- Go to your forms tab and select the form you want to test, then in the 'Publish' tab, look for the 'test address'. Using the address provided you can submit a response without spending a credit.
- If I run out of credits, will my visitors still be able to submit responses to my forms?
- Yes, we always process responses to your forms. The responses will be locked though until you purchase more credits.
- I received spam / duplicates / junk responses, can I get my credits back?
- Our spam filter will tag suspect responses and you will not be charged for them. Should one slip through, email us with the description of the problem, your username and the name of the form. We'll gladly refund the corresponding credits.
- What is the difference between the Pay-As-You-Go plan and the Subscription plan?
- Both plans offer the same set of features, only the pricing structure is different. If you have a large, or steady stream of responses submitted, you will probably find the subscription plan to be more advantageous, as you will only pay a low monthly fee. On the contrary, if you receive only a few responses every now and then, then the Pay-As-You-Go plan is better suited to your case.
- Can I switch from Pay-As-You-Go to the Subscription plan?
- Yes, we want you to use the plan that best suits your needs. If you find, after a while, that you're going to pay over $9 a month in Pay-As-You-Go credits, then you should switch to the subscription plan. Be aware though that switching plan will not allow you to unlock responses that were receive while you were on the Pay-As-You-Go plan, so you'll need to purchase credits first to retrieve any locked response.
Subscription Plan
- How many responses can I receive with the subscription plan?
- There's no limit to the number of responses or forms you can have under the subscription plan.
- How much does it cost ?
- This plan costs $9 per month. See also our plan comparison page.
- How do I cancel my subscription / downgrade my accout to pay-as-you go?
- Login to FormAssembly.com and go to 'My Account', then 'Plan' and click on 'change my plan'.
- Is there a contract?
- No, there is no contract and you can cancel at any time. Please note that cancellation is immediate and there is no refund for any remaining time (except under our 30-day money back guarantee).
- Can I pay on an annual basis, instead of every month?
- Yes, but please note that we cannot offer a pro-rata refund if you choose to cancel your account before the end of the year.
We will however honor our 30-day money back guarantee if you're not satisfied by our service during the first month.
At this time, this option is only available when using this link to sign-up.
Once you have created your account, select the subscription plan ($9/month). On the payment screen, you will see the detail of your selection with the annual schedule and annual fee ($108/year).
Enter your credit card or PayPal details and you're all set.
Professional Plan
- What is the difference between the Professional Plan and the other plans?
- The Professional plan offers all the features available in the Subscription plan, plus access to sophisticated tools
to integrate your forms with third-party applications like
Salesforce.com, PayPal and any server-side script that can handle HTTP post requests (See integration with remote scripts below).
- How much does it cost ?
- This plan costs $34 per month. See also our plan comparison page.
- Can I pay on an annual basis, instead of every month?
- Yes, but please note that we cannot offer a pro-rata refund if you choose to cancel your account before the end of the year.
We will however honor our 30-day money back guarantee if you're not satisfied by our service during the first month.
At this time, this option is only available when using this link to sign-up.
Once you have created your account, select the professional plan ($34/month). On the payment screen, you will see the detail of your selection with the annual schedule and annual fee ($408/year).
Enter your credit card or PayPal details and you're all set.
Licensing Information
- Can I use the Form Builder in my own application?
- A commercial license is available.
- Can I install FormAssembly on my own server?
- An on-site edition is available.
Integration with Remote Scripts
- What is the purpose of this feature?
-
This feature allows you to automatically forward submitted data to any remote script, using the HTTP protocol (the same protocol used when a web form is submitted).
This is particularly useful if you already have a form set up and you need to keep using your server-side script.
FormAssembly.com will act as the 'middle-man', processing your form and delivering all its advanced features, and then forwarding the data so that your existing business process remains uninterrupted.
- What are the requirements?
- You need to sign-up for our Professional Plan. It is also assumed here that you already have or will develop and host the remote script.
- What are the supported protocols?
- At this time, only the POST method of the HTTP protocol is supported, with an optional HTTP Basic Authentication.
PayPal Integration
- How does the PayPal integration work?
- The PayPal connector allows you to easily collect payments with your web form.
Here is an overview of the purchasing process, from the buyer’s perspective.
See also our step-by-step tutorial on how to set up a simple registration form.
- What are the requirements?
- You need to sign-up for our Professional Plan and you need a PayPal account (premier or business account recommended).
- What are the limitations?
-
This service is better suited for simple situations, where:
- You sell only a few different items.
- Prices and quantities are either fixed or derived from the form data using simple calculations.
- Shipping & handling fees and taxes are applied to the total price.
Here are a few examples:
- Selling intangible goods such as music (mp3), software, e-books, ...
- Charging a membership or an admission fee.
- Charging a flat fee for consulting services.
- Accepting donations.
- Selling physical goods, to the extent that inventory is not an issue.
- Do my customers need a PayPal account? Can they pay using a credit card?
- If you are a PayPal premier or business account holder, your customers will have the opportunity to pay using a credit card once they reach the PayPal site, even if they don't have a PayPal account.
- Can I use this service to create PayPal subscriptions or collect recurring payments?
- Not at this time. Our PayPal integration only covers one-time, "pay-now" transactions.
Salesforce Integration
- How does the Salesforce integration work?
- We leverage the Salesforce API and our web form creation and processing technology to make it easy to create and update any record in Salesforce.
For more information, check out our AppExchange listing.
FormAssembly.com is a Certified AppExchange Partner.
- What are the supported Salesforce editions?
- We support the Unlimited, Enterprise and Professional Salesforce editions.
Users on the Workgroup or Personal editions can still use our enhanced Web-to-Lead feature (limited to creating new leads).
- Is this secure? Do I need to share my Salesforce credentials with you?
-
- Yes, it is secure and no, you don't need to share your own Salesforce credentials with us.
-
We recommend that you create an API-only user, with limited permissions (see our documentation).
We'll use these credentials in our API calls with Salesforce.
- We also support single-sign-on, meaning that you can access our application from your Salesforce account, without sharing your password with us.
- As a certified partner, FormAssembly.com meets the high standards set by Salesforce and Symantec in terms of information security and operating policies.
The certification process included a thorough audit of our systems to insure that your data and your API credentials are securely handled.
- We use a 256-bit encryption mechanism to store your API credentials and all API transactions are performed over SSL.
- What kind of Salesforce object can I work with? Does it work with custom objects?
- We support all the objects, including custom objects, that are available in your Salesforce instance and to which you grant us access.
- Can I update existing records in Salesforce?
- Yes! See our documentation for more information.
- Can I upload files to Salesforce?
- Yes, you can attach files (attachment object) to most salesforce objects, including Leads, Cases, Contacts or Accounts.
