Questions?

Creating Web Forms

What kind of forms can I create?

Any kind of custom web form; the options are virtually unlimited. 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, with sensitive fields not marked as sensitive, or Social Security, Passport, or Bank Account Numbers will be automatically disabled for manual review.  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, and you must use an approved payment connector, such as PayPal or Stripe. Note: Cardholder data is not stored on our servers.

It’s easy to add payment fields to your forms with Predefined Content.

Do I need to know HTML or programming to use FormAssembly?

Not at all. Our online form builder 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. Also, FormAssembly allows you to create unlimited forms and collect unlimited responses.

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 with the online form builder 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 (where12345 is a unique identifier for your form).

Data Processing

Where is the submitted data stored?

Your data is safely stored in AWS-hosted datacenters. 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 35MB per submitted response, and there is a limit of 20 file upload fields per form.

Can I use the online form builder create a form to process payments?

Yes, as long as you use one of 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 online Form Builder, but you’re free to further customize the form’s HTML.

Security and Reliability

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.

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.

Can I get a copy of your latest PCI Compliance Summary?

Yes! You can access that PDF here: PCI Compliance Summary.

Do you have an IRP?

FormAssembly has an established Incident Response policy and procedure based on NIST guidelines that activates upon a Security breach. In the event of an incident, a member of our team will notify you immediately of any unauthorized access to your data.

Do you comply with FERPA?

Yes, all FormAssembly plans are FERPA compliant.

What else are you compliant with?

In addition to the above, we are also compliant with NIST, ISO, and CIS guidelines.

How reliable is your service?

To get real-time and historical data on our uptime, please visit our service status site. For Professional & Premier accounts we’re currently maintaining a 99.99% uptime, and we have a 99.9% SLA for Compliance Cloud accounts.

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.

What is an IT security incident and how are they handled?

An IT security incident is considered to be an event that has compromised or is likely to compromise the confidentiality, integrity, or availability of information belonging to FormAssembly or a FormAssembly customer. Information is considered to be anything that is processed, stored, or transmitted through our systems.

An IT security incident can occur for numerous reasons:

  • A hacker bypassed a security feature to acquire sensitive information
  • An insider threat occurred
  • A security mechanism failed
  • A phishing attempt was successful
  • Too high of role-based access was granted

If you know or suspect that an incident has transpired, please fill out this form https://appsecfa.tfaforms.net/787 and contact [email protected] or [email protected] immediately.

Accessibility

Are your forms compliant with Section 508?

Yes, FormAssembly forms made with our online form builder 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.

Localization

What languages do you support?

FormAssembly delivers web forms localized in over 40 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).

Support

Do you provide phone support?

No. We provide free and unlimited chat & email support for questions about our online form builder and other features through our support request system. We do our best to answer as quickly and as thoroughly as possible, without canned answers or runarounds.

We offer 24/5 global tech support, and 24/7 web case submission. Limited chat support is available periodically between 10 a.m. to 7 p.m. EST, based on support request volumes.

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, reach out to our Implementation Services team. We have packages ranging from onboarding assistance to group training to individual form reviews.

Do you have documentation or a Knowledge Base?

Yes, here’s our Knowledge Base.

For quick tips and online form builder tutorials, check the blog. For updates, follow us on TwitterFacebook, and LinkedIn.

What if I want to suggest a new feature or improvement?

We welcome your feedback through our feedback form, accessible on our roadmap page!. 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, you can open a support request for prompt, friendly support.

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 using our online form builder, and we’ve got tons of great resources to help you out. Read about the whole process on our Getting Started page.

Pricing/Billing

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 a nonprofit discount on annual plans.

Plans

Compliance Cloud

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, all of which can be created with our online form builder.

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..

What does the Compliance Cloud cost?

Please reach out to us for pricing information.

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 more.

For more information based on your organization’s specific needs, please contact us today.

Enterprise Cloud

What’s the difference between Enterprise Cloud and the other plans?

Enterprise Cloud is designed for larger organizations and professionals who need to manage multiple users in a dedicated and customizable environment. Enterprise Cloud allows you to:

  • Add, remove, and manage accounts for form creators using a centralized administrative interface.
  • Define roles and permissions and set up an optional approval process before forms can be published.
  • Manage your own dedicated template library and list of form themes.
  • Brand the application.
  • Develop custom plugins and connectors to integrate with your information system or preferred services.
  • Use the Salesforce Dynamic Picklists feature to add drop down menus to your forms that pull options from Salesforce picklists and lookup results.

Can I downgrade from Enterprise to other plans?

Enterprise Cloud accounts are hosted on their own dedicated and isolated environment and are not compatible with other plans. Therefore, you cannot downgrade from Enterprise to another plan.

Can I be invoiced? Do you accept purchase orders?

We accept purchase orders and we can invoice you for an annual subscription to Enterprise CloudClick here to request a quote.

Premier

What’s the difference between the Premier Plan and the other plans?

The Premier Plan offers all the features available in the Professional Plan, plus advanced Salesforce prefilling, e-signatures, Salesforce Marketing Cloud (ExactTarget) integration, and payments with Authorize.Net and CyberSource.

How much does it cost?

The Premier Plan costs $224 per month when paid annually, and $249 month-to-month. See more features and start a trial..

Can I pay every year / annually, instead of every month?

Sure! Sign up for the desired plan first and then contact Support to request the new billing schedule.

Please note that we cannot offer a pro-rata refund if you choose to cancel your account before the end of the year.

Professional

What’s the difference between the Professional Plan and the other plans?

The Professional Plan is our starter plan, which offers advanced customization and branding options, such as personalized emails and landing page routing. You can also access sophisticated tools to integrate your web forms with other apps like Salesforce, Google Sheets, PayPal, FreshBooks, and more. You can also use our HTTPS connector to integrate with even more services

How much does it cost?

The Professional Plan costs $89 per month when paid annually, and $99 month-to-month. See more features and start a trial.

Can I pay every year / annually, instead of every month?

Sure! Sign up for the desired plan first and then contact Support to request the new billing schedule.

Please note that we cannot offer a pro-rata refund if you choose to cancel your account before the end of the year.

Integrations

Salesforce

How does the Salesforce integration work?

FormAssembly is a Salesforce Gold ISV Partner with a seamless Salesforce integration and high-rated AppExchange listing, making it easy for you to create Salesforce Web-to-Lead, Web-to-Case, Stay-in-Touch forms, and more. 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 Salesforce + FormAssembly eBook or view 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 and all the vertical cloud editions, such as Financial Services Cloud and Health Cloud.

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 objects 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.

Payments

How can I collect payments with a FormAssembly form?

We integrate with a suite of powerful payment gateways: Stripe, PayPal, iATS Payments, Chargent, CyberSource, and Authorize.Net. With our connectors, you can create Stripe payment forms, PayPal order forms, Chargent donation forms, and more in our online form builder.

Learn more about how to set up payment forms with our connectors.

You can also see our step-by-step tutorial on how to set up a simple PayPal registration form.

What are the requirements for a payment form?

To create a Stripe form, you’ll need a FormAssembly account and a Stripe account.

To create a PayPal form, you’ll need a FormAssembly account and a PayPal account (Premier or Business account recommended).

To create an iATS Payments form, you’ll need a FormAssembly account and an iATS account.

To create a Chargent form, you’ll need a FormAssembly account and a Chargent account.

To create a CyberSource or Authorize.Net form, you’ll need a FormAssembly account (Premier or higher) and a CyberSource or Authorize.Net account.

What are the limitations of the PayPal integration?

PayPal integration 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, and 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 have a PayPal Premier or Business account, your customers can pay using a credit card once they reach the PayPal site, even if they don’t have a PayPal account.

Can I create PayPal subscriptions or collect recurring payments?

Not at this time. Our PayPal integration only covers one-time, “pay now” transactions.

How can I invoice customers with a FormAssembly form?

We integrate with FreshBooks, an online invoicing and billing service provided by 2ndSite Inc. You can use FreshBooks to invoice customers, track time, and organize expenses.

You can create forms with FormAssembly’s online form builder that, thanks to the FreshBooks integration, will automatically send out estimates or invoices to your customers. For instance, a customer could order your product or service by filling out your form. Once your customer submits the form, an invoice is automatically created, and your customer can pay you online. You can read more about our FreshBooks integration in our Knowledge Base.

What are the requirements for the FreshBooks integration?

You’ll need a FreshBooks account and a FormAssembly account.

Do I need to share my FreshBooks password with you?

No. We rely on the OAuth authorization protocol, which lets you grant and revoke our access to FreshBooks without having to share your login or password.

What access will you have over my FreshBooks account?

Once you grant us access, we use the FreshBooks API for three purposes:

  1. Query your list of clients to see if there’s an existing client matching the information collected with your form.
  2. Create a new client record if needed.
  3. Create the desired estimate, invoice, or billing profile records.

We do not access any other information and we do not store any information retrieved from your account.

Google

How does the Google Apps integration work?

We rely on severalGoogleAPIs to request authorization, write new data to a Google Spreadsheet, or publish your form to your Google Site. We match the functionalities of a Google Spreadsheet form and provide many more useful features.

Do I need to install FormAssembly from the Google Apps Marketplace?

It’s a practical way to sign up for FormAssembly and enable Single Sign-On, but it’s not mandatory. You can still use our Spreadsheets integration and Site publishing if you don’t use the marketplace or if you don’t have a Google Apps domain. Just sign up directly on our website!

What are the requirements?

You’ll need a Google account and a FormAssembly account. Google Site publishing and Single Sign-On are available on all plans.

What is Single Sign-On?

If you’re already logged into your Google account, it’s a quick and convenient way to access your FormAssembly account without having to authenticate again.

Do I need to share my password with you?

Nope, we don’t need your password. When you grant us access, Google only shares with us a unique authorization token. This token allows us to perform our API requests. You can also revoke our access at any time from your Google account.

Why do you need read/write access to my documents?

In order to write your data to the spreadsheet you designate, we need you to grant us this read/write permission. Unfortunately, Google doesn’t offer a way to request more restricted access. Note that you can revoke our access at any time, while keeping your FormAssembly account and Single Sign-On privilege.

Why do you need read/write access to my Google Site?

We need this access to create new pages on your Google Site to host your web forms. A full read/write access is more than what we need, but Google doesn’t offer a way to request more restrictive permissions at this time. Again, you can revoke our access at any time.

What is your Google Apps deletion policy?

When you delete FormAssembly from your Google Apps, you revoke any permissions you granted us, and single sign-on is disabled.

Your FormAssembly account remains active and is accessible independently at https://app.formassembly.com. If you’re on a recurring paid plan, you’ll continue to be charged for your account on the usual schedule.

Authentication

How can I authenticate respondents with a FormAssembly form?

You can authenticate respondents using our integration with LDAP/Active Directory, Salesforce Communities, CAS, and SAML. Authentication ensures that only authorized users can access your FormAssembly forms.

Learn more about form authentication here.

Custom

What are remote scripts?

The HTTPS Connector allows you to automatically forward submitted data to any remote script, using the HTTPS protocol (the same protocol used when a web form is submitted).

This can be used to integrate with many third-party services like HubSpot, MailChimp, or even Twitter. In fact, with the HTTPS Connector, any service that relies on a web form submission can work with FormAssembly!

This connector is also particularly useful if you already have a form set up and you need to keep using your server-side script. FormAssembly 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’ll need a FormAssembly account. It is also assumed here that you already have or will develop and host the remote script.

What are the supported protocols?

We support the GET and POST methods of the HTTP protocol, with an optional HTTP Basic Authentication.

Can I develop my own integration for FormAssembly?

Yes, you can use the FormAssembly API to write applications for FormAssembly users and create integrations for third-party services.

Don’t just collect data — leverage it.