FAQ

Frequently asked questions

What kind of forms can I create?
Any kind of custom web form. For instance, you can build survey questionnaires with complex branching logic, multi-page data entry forms, client feedback forms, simple contact forms, web order forms, online registration forms, and more.
What kinds of forms can I not create?
Forms asking for login credentials or any sensitive information such as a Social Security number or passport number will be automatically disabled. You will need to contact us and go through a review process to ensure that the use of the form is legitimate and appropriate. Learn more about our moderation practices.
Can I collect credit card information?
Yes, but the form fields that collect credit card information (credit card number and CVV code) must have the Sensitive Data settings enabled. Note: With Sensitive Data fields, only the last 4 digits of a credit card will be stored.

It's easy to add payment fields with Predefined Content. You can also integrate online forms with a payment processor.
Do I need to know HTML or programming to use FormAssembly?
Not at all. Our service is designed to be easily accessible to anyone, regardless of your technical skill set. You can create and publish HTML web forms without any coding knowledge.
Is there a limit to the length of one form?
Technically, yes, but you'll probably never reach it. Users have created forms that contain hundreds of fields without any problems.
Can I embed the form on my site?
Yes, you can easily embed forms to your website by pasting the provided HTML code, or by using 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'll host the form for you. The web address will look like this:
https://www.tfaforms.com/12345
(where
12345
is a unique identifier for your form)
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 I receive the data in my email?
Yes, you can receive a customized email notification each time a response is submitted.
Can the person who submits the form receive a confirmation email?
Yes, we can send a customized email to that person on your behalf.
Can my users submit/upload files with my form?
Yes. The total upload size cannot exceed 20MB per submitted response. The number of files you can receive is not limited at this time.
Can I create a form to process payments?
Yes, as long as you use our approved payment solutions, such as Stripe, PayPal, or Authorize.Net.
Can I add e-signatures to forms?
Yes, if you’re on Premier, Enterprise Cloud, or Compliance Cloud, people can easily sign forms with the e-signature feature.
Can I use your processing service with my own forms or do I have to use the Form Builder?
Our service is designed to work with forms created with our Form Builder, but you're free to further customize the form's HTML.
Who owns the data collected on our behalf? Are you selling it to anyone?
We do not claim any ownership on your data. We act as a facilitator only. We will never share or sell your data to any third party.

TRUSTe
Do you comply with the EU–U.S. Privacy Shield framework?
Yes, we've certified our compliance with the EU–U.S. Privacy Shield Framework. Learn more in our Privacy Policy. Our Enterprise Cloud solution can also operate in EU-based datacenters, to facilitate compliance with data residency requirements.
Do you comply with HIPAA? Are you PCI-certified?
Yes, our Compliance Cloud solution is both HIPAA compliant and PCI DSS Level 1 certified. Learn more about our security and encryption best practices.
Do you comply with FERPA?
Yes, all FormAssembly plans are FERPA compliant.
How reliable is your service?
To get real-time and historical data on our uptime, please visit our service status site. In 2016, our uptime was 99.94%.
Do you keep backups?
Yes, backups are done hourly, daily, weekly, monthly, 6-monthly, and yearly. We use a reputable and reliable hosting provider (Amazon Web Services [AWS]) and state-of-the-art datacenters.
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. Customers on Enterprise Cloud and Compliance Cloud may ask for a custom retention policy.
Are your forms compliant with Section 508?
Yes, FormAssembly forms are designed to be accessible with assistive technology, so anyone can use your web forms. See our Compliance Statement and Voluntary Product Accessibility Template for more details.
What languages do you support?
FormAssembly delivers web forms localized in over 30 languages. This means that the 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 isn't 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, Hebrew, kanji)?
Yes, all data is processed and stored in the Unicode format (UTF-8).
Do you provide phone support?
No. We provide free and unlimited support through our support request system. We do our best to answer as quickly and as thoroughly as possible, without canned answers or runarounds.

Email support is available during 8 AM to 8 PM U.S. Eastern Time.

You can also search the Knowledge Base for questions not specifically related to your account.
How can I get more help?
If you need expert help with your FormAssembly forms, check out our Partner Directory for consulting, web development, and web design services. Our Partners are happy to assist you with anything from small details to large-scale projects.

If you'd like to offer your expertise and partner with FormAssembly, you're welcome to enroll in our Partner Program.
Do you have documentation or a Knowledge Base?
Yes, here's our Knowledge Base.

For quick tips and tutorials, check the blog. For updates, follow us on Twitter, Facebook, and LinkedIn.
What if I want to suggest a new feature or improvement?
We welcome your feedback on our ideas board! You can also vote on the most useful ideas. We'd love to hear how we can make FormAssembly better for you.
Why can I not access the live chat?
Our chat is supported by our customer success team. Though growing, our team often experiences high quantities of tickets at one time. This causes the chat functionality to temporarily become disabled, allowing our representatives to best serve their active customers. During this time, all chat requests are submitted via email ticket, with a first response time of 1.5 hours. For more information, visit our blog.
How do I get started with FormAssembly?
Getting started with FormAssembly is simple. First, select and sign up for a plan (with or without Implementation Services and Priority Support). Next, schedule your Welcome Call with a dedicated member of our Customer Success team. After that, you’re ready to start building forms, and we’ve got tons of great resources to help you out. Read about the whole process on our Getting Started page.
How much does FormAssembly cost?
See our plan comparison page.
Can I try this service risk-free?
Yes, you can sign up for a 14-day free trial, no credit card required. There's no contract, and you can cancel your account at any time.

If you're a Salesforce user, you can also try our free, full-featured test drive.
How will I be billed?
You'll be charged when you enter your payment information for your plan. Plans are monthly recurring charges. If you pay with a credit card, the charge will appear as "Veer West LLC" on your bank statements.
Can I submit a purchase order or pay by invoice?
For the Professional and Premier Plans: We can only accept payment with a credit card (Visa, MasterCard, or American Express).

For Enterprise Cloud and Compliance Cloud: We accept purchase orders and we can invoice you for an annual subscription.
How do I cancel my account?
You can cancel your account at any time. Just login to your account, click My Account ➜ Plan ➜ Cancel your account. You won't be charged again once your account is canceled.
Can I get an invoice for the charge?
Paid invoices are available for your account once your credit card has been charged. Log in to your account and click My Account ➜ Plan. The invoices will be listed near the bottom of the page.
Do you have special discounts for nonprofits?
We're happy to offer discounts to to nonprofit customers:
  • 30% discount on annual subscriptions
  • 20% discount on month-to-month Professional and Premier subscriptions



Who needs the Compliance Cloud?
The Compliance Cloud is for organizations with stricter security and compliance requirements, and organizations that need a data collection solution compliant with the United States Health Insurance Portability and Accountability Act (HIPAA). The Compliance Cloud is FormAssembly's most secure and compliant option.

The Compliance Cloud allows healthcare organizations to collect and store Protected Health Information (PHI). Common uses include medical research data collection, clinical trial applications, and intake forms.
What types of data does the Compliance Cloud allow me to collect?
Compliance Cloud is designed to meet the most stringent security and privacy requirements, and can be used to collect your most sensitive data. It is particularly well suited for Protected Health Information (PHI), under the United States Health Insurance Portability and Accountability Act (HIPAA), and any other Personal Identifiable Information (PII) that requires a similar level of compliance.

To determine if our Compliance Cloud is right for your organization, contact us at sales@formassembly.com.
What does the Compliance Cloud cost?
Our pricing options are available for review at www.formassembly.com/compliance.

For additional pricing information based on your organization’s specific needs, please contact us today at sales@formassembly.com.
What is the difference between Enterprise Cloud and Compliance Cloud?
Our Compliance Cloud offers organizations with greater security and compliance needs access to stricter privacy and security controls. The Compliance Cloud features a 99.9% Service Level Agreement (SLA), state-of-the-art encryption practices (both at rest and in transit), Business Associate Agreements (BAA) for organizations requiring HIPAA compliance, and much more.

For more information based on your organization’s specific needs, please contact us today at sales@formassembly.com.



How does the Salesforce integration work?
FormAssembly is a Certified AppExchange Partner, making it easy for you to create Salesforce Web-to-Lead, Web-to-Case and Stay-in-Touch forms. 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 and Salesforce Marketing Cloud (ExactTarget). For more information, check out our AppExchange listing.
What are the supported Salesforce editions?
We support the Group, Professional, Enterprise, and Unlimited editions of the Salesforce CRM and Force.com products. FormAssembly also works with the Nonprofit Starter Pack.
Is this secure? Do I need to share my Salesforce or Salesforce Marketing Cloud credentials with you?
Yes, it's secure, and you do not 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 and Salesforce Marketing Cloud (ExactTarget).

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 meets the high standards set by Salesforce in terms of information security and operating policies. The annual certification review includes a thorough audit of our systems to ensure 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.
What kind of ExactTarget data extension or subscriber can I work with? Does it work with custom data extensions?
We also support all Salesforce Marketing Cloud (ExactTarget) data extensions and subscribers available in your Salesforce Marketing Cloud instance and to which you grant us access.
Can I update existing records in Salesforce or Salesforce Marketing Cloud?
Yes, see our documentation for more information.
Can I upload files to Salesforce?
Yep, you can attach files (attachment objects) to most Salesforce objects, including Leads, Cases, Contacts, or Accounts.

Questions?

help@formassembly.com

Want more information?

Get a free demo today.

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FormAssembly does not sell or share personal information with third party organizations.


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