Difference between FormSubmission on meta ads and Klaviyo profiles

Question

Hey everyone, we’re running Meta ads and got around 1,000 form submissions across 5 ads. But when I check Klaviyo, I only see about 800 profiles added to the list. We don’t use double opt-in, and we’re not using Klaviyo forms - it’s a custom form on our funnel. Any idea why there’s such a gap between submissions and profiles showing up in Klaviyo?

Byrne C · Accepted Answer

Gotcha, ​@KristianZdrav, thanks for confirming. Is it possible that some people filled out this form more than once? That could be the cause for 1000 submissions, but 800 new profiles.If that doesn’t seem to be the answer, you can check your accounts Dev tools logs here:https://www.klaviyo.com/developer-tools/logsto see if that provides more info. Since you’re running custom forms, it’s likely that whenever somebody fills out the form, API calls are being made to Klaviyo that send us their data. Are you seeing any failed Bulk Subscribe Profiles calls? They should look like a request called “profile-subscription-bulk-create-jobs, and have a red error message next to them. If so, that means that these calls are failing to subscribe profiles. Clicking into the call would allow you to learn more about the error and figure out what needs to be done differently.If that doesn’t seem to be the issue, your next step would be to either reach out to the team that designed these custom forms, or our support team at Klaviyo.com/support, so we can look into it further!

Byrne C · Answer

Hi ​@KristianZdrav,Are people submitting lead ads on Meta, or are these forms entirely custom? If people are submitting lead ads, you can go into your Metrics page, and search for the Filled Out Lead Ad event, and track how many of these events were sent to Klaviyo in a certain time frame, to ensure that the number matches what you see in Meta. Assuming that there was no disruption in the integration, or any sync issues, my assumption is that 200 out of these 800 people filled out a lead ad 2 or more times, resulting in 1000 submissions, but only 800 people. If you don’t believe that was the case, I’d recommend reaching out to Klaviyo.com/supportand asking them to check if there were any integration issues specific to your account. Let me know if this helps, or if I can answer any follow-up questions about this!

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