Clearbit for Marketo: Forms Enrichment Troubleshooting Guide

Note: This guide is for troubleshooting enriching Marketo forms. If you are troubleshooting Marketo Database enrichment (via a webhook), use this guide instead.

 

If you are experiencing any of the below issues with Clearbit Marketo Forms Enrichment, follow each of the recommended troubleshooting steps.

Symptoms:

  • One or more fields are failing to get enriched no matter what email is filled into the form.
  • New leads are getting created through my form, but not all required fields are filled in (only happens for some emails).
  • Hidden fields are appearing when they should not.
  • Hidden fields are not appearing when they should.

 

Make sure Allowed Referrers are set on your Clearbit account

Your Allowed Referrers is a list of domains that are allowed to use your Clearbit account's publishable API key. This allows us to protect your publishable API key and prevent others from finding it and using it on unauthorized domains.

  1. Log into your Clearbit account and go to your API Dashboard.
  2. Under API Settings, you should have one or more domains listed in the Allowed Referrers box.

If you do not have Allowed Referrers set, add any domains where you will have a Clearbit-Marketo form deployed (only one domain per line). Here are some examples:

  • clearbit.com - This will whitelist the clearbit.com homepage and any page on the clearbit.com domain. For example, adding this also whitelists clearbit.com/advertising.
  • dashboard.clearbit.com - This will whitelist only pages that exist on the dashboard subdomain of Clearbit's website.
  • *.clearbit.com - This will whitelist any page on any subdomain of Clearbit's website.

If I wanted to add all three of these to my Allowed Referrers, here's how it would look:

Screen_Shot_2020-07-21_at_5.08.21_PM.png

 

Make sure Clearbit is connected to your Marketo account

  1. Log into your Clearbit account and go to your Clearbit-Marketo dashboard.
  2. Click the Connection tab and ensure all fields are filled in.

If the fields are not filled in, click the Setup tab and complete all the steps there.

 

Make sure your Clearbit-Marketo field mappings are configured

  1. Log into your Clearbit account and go to your Clearbit-Marketo dashboard.
  2. Click the Fields tab and ensure you have some mappings set up. Here is an example of a few field mappings:

Screen_Shot_2020-07-15_at_4.50.20_PM.png

If there are no field mappings configured in your dashboard, add each of the form fields you want Clearbit to enrich. The attribute on the left is Clearbit's data, and the field on the right is the name of the form field that attribute will be written to. When you are done, click Save Field Mappings.

 

Make sure Clearbit's Marketo forms JavaScript snippet is added to the page

  1. If you're using Google Chrome, click ViewDeveloperInspect Elements
  2. Press Command + F (Mac) or Control + F (Windows).
  3. Search the elements for "marketo.clearbit.com".

You may have to click the up and down arrows to cycle through the matches, but somewhere in the HTML, you should find this script tag:

Screen_Shot_2020-07-21_at_5.13.25_PM.png

 

Make sure the form's visibility rules are configured correctly (for form shortening issues only)

  1. Log into your Marketo account.
  2. Go to Design Studio.
  3. Click the name of the form.
  4. Click Edit Form.
  5. Click on a field that you want to dynamically hide/show.
  6. Click Enabled/Disabled next to Visibility Rules.

Each field that you want to dynamically hide/show should have visibility rules following this pattern:

Screen_Shot_2020-07-21_at_5.33.34_PM.png

The most common mistake here is to use the wrong field name in the "If Clearbit Form Status Contains FirstName" portion. For this condition, you must use the field's SOAP API name. To find that, follow these steps:

  1. Go to Marketo's Admin dashboard.
  2. Go to Database ManagementField Management.
  3. Click Field Actions Export Field Names

This will download a Fields.xls spreadsheet of all your Marketo fields. Each row has the REST API Name, SOAP API Name, and Friendly Label. When configuring a fields visibility rules, you must use the SOAP API name of the field. You do not have to use this name anywhere else, just for visibility rules.

  

If you are adding this form to a Marketo Landing Page, make sure you re-approve the landing page every time you make changes to the form.

Marketo Landing Pages will always reflect the content that was on the page when it was last approved, including the state of any Marketo Forms that were on the page at time of approval. This means if you approve a landing page that is using a Marketo Form and then make changes to the form, the updated form will not appear on the landing page until that page is re-approved.

If you have added your form to a Marketo Landing Page:

  1. Go to Marketo's Design Studio.
  2. Click the name of the landing page where you added your form.
  3. Click Edit Draft.
  4. Click Landing Page ActionsApprove and Close

You do not need to make any changes before clicking Approve and Close. Clicking this will redeploy the same exact landing page but will ensure the page starts using your updated form.

  

Check for errors on leads that Clearbit attempted to enrich (for lead enrichment issues only)

  1. Log into your Clearbit account and go to your Clearbit-Marketo dashboard.
  2. Click the Dashboard tab.
  3. Check if any leads are marked as Skipped instead of Updated.

If you find one, click the Skipped link:

Screen_Shot_2020-07-15_at_3.03.12_PM.png

This will bring you to the related error:

Screen_Shot_2020-07-15_at_2.59.42_PM.png

Use the error provided to troubleshoot the underlying issue. If you are not sure how to proceed and have already completed all the above troubleshooting steps, please reach out to support@clearbit.com for assistance, providing the error code, error message, and any other context you have about the symptoms of the issue you are experiencing.