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I am trying to reinstate my account but I keep getting an internal server error.
I am not seeing my options in the formFacade -enbeded in website. All that came up was help. I clicked on that and did the process it suggested and still nothing came up. I need the change form layout option to personalize confirmation responsesin google forms.
Account suspended due to payment dispute
You subscribed to the Neartail monthly plan on 30 November 2025, and the subscription was renewed on 30 December 2025. The cardholder has raised disputes for both of these transactions. We attempted to contact you via email to clarify the issue; however, we did not receive a response. As a result, your account has been suspended. Please withdraw the disputes and reply to our email so we can resolve this and restore access to your account.
My form responses are NOT going to my Google Form or Google Sheet like they used to. I thought it was because I was over my form limit and upgraded and paid for the Business plan. However, my account still shows Premium, and we are still not receiving the responses sent to the Google Form/Sheet.
By default, the responses will be recorded only in Formfacade. You can view the form submissions in the Formfacade Responses and the Reports page. If you have enabled the option to submit responses to Google Forms, the responses will be recorded in Google Forms and the linked Google Sheets as well. Submit to google forms Login to Formfacade > click on the form to open it > Edit page will be displayed > In the Edit page, click on the form title to select it > click on the settings gear icon > Form settings page will be displayed > click Advanced > enable the Submit to google forms option and click Save. Once enabled, new responses will be recorded in Google Forms. If you have linked your google forms with google sheets, the responses will be synced to google sheets. Track submission status You can track the google forms submission status in the Formfacade Responses page. Login to Formfacade > click on the form to open it > Edit page will be displayed > click Responses > In the Responses page, click on a response to view the details > scroll down and check the Additional details section > The status for "Google Forms" should be displayed as "Submitted". Otherwise, it will display the error message along with the option to resubmit.
I want to rearrange/rename the order status categories. Edit is not an option when I click on the three dots. The statuses will not let me drag and drop them.
By default, there are four order status: Abandoned, Submitted, Completed, Trash. When you enable automated as well as manual payments in your form, the default order status will include Abandoned, Submitted, Paid, Completed, Trash. You cannot rename the default status or rearrange them. Custom order status You can click on the + Status button in the bottom right corner of the Neartail Orders page to create additional status and manage your workflow. You will be able to rearrange the custom status as needed.
I am looking at the pricing between options - the number of responses listed per month...is that per form or across ALL active forms?
The response limits listed in the pricing options for Neartail apply to all active forms combined, not per individual form. This means that the total number of responses you can collect across all your forms will count towards that monthly limit.
Hello, I am wondering what the "unit" is that I'm am being charged for. For example in January I was charged for 3,145 units at $0.01 each, so my final bill was $31.45. There is no clear indication of what the units are or how they are calculated. Clarification on this is very much appreciated.
You have subscribed to the Startup plan. You will be charged a transaction fee per order based on the calculated order amount for submitted orders, regardless of whether payments are enabled. For example, if you collect 50 orders with the total amount of $1,000, you will be charged 2% of $1,000 as fees = $20. Stripe uses $0.01 as the unit. When a customer places an order, Neartail calculates the fees in cents and passes it to Stripe. This will be displayed as the quantity in the invoice. Your card will be charged on the 1st of every month for the previous months' orders. If there are no orders, you won't be charged. There are no limits on the number of orders you can collect since the fee is based on the usage.
When a user completed my form, it used to send the responses to a spreadsheet within my google drive. This is no longer working. The information within "my form"> reports tab is correct and I can force it to sync to my google spreadsheet via the reports tab> advanced settings> "sync all responses to sheets" but it no longer does the sync automatically.
The "sync all responses to sheets" option in Formesign allows you to export the data from Formesign Reports to Google Sheets. Please note that this is not a real time sync. If you would like to sync the responses to Google Sheets in real time, then you should enable the Submit to google forms option. Login to Formesign > click on the form to open it > Edit page will be displayed > In the Edit page, click on the form title to select it > click on the settings gear icon > Form settings page will be displayed > click Advanced > enable the Submit to google forms option and click Save. The new responses will be submitted to google forms as well. You can use the Google Forms' Link to sheets option to sync the google forms responses to google sheets.
I keep getting an error saying Formfacade is not a collaborator even though I have added them. Not sure what else to do.
Hi Brian, When you customize your google form using our addon, the service account is added to the google form as a collaborator. If this service account is removed as a collaborator from your form, you will not be able to make edits using our Editor. We show a warning message at the bottom of the Formfacade Edit page. If you have manually added the editor@formfacade.com service account as a collaborator in google forms, then click on the addon icon > click Formfacade > click More options > click Update or Customize to sync the changes. Once completed, you will be able to make the edits directly in the Formfacade Edit page.
Is there a cost if we do not use your services for payment processing? i.e. we just want to capture order details.
Hi Eric, Neartail is a paid product with a 7 day free trial. You get the first 20 responses during this trial period. If you would like to collect more than 20 responses or continue using Neartail after the trial ends, you will need to subscribe to the paid plan. You can choose to enable the payments in your form. We have integrated with Stripe (Card, Apple Pay, Bancontact, Paynow, Cash App, iDeal) and Paypal (Paypal, Venmo) for automated payments. In addition, you can also enable manual & offline payment methods such as UPI, Cash App, Zelle, Lydia, cash on delivery, bank transfer, check. Please note Stripe, Paypal charges a transaction fee.
My amount is not adding correctly for items.
Hi Sarah, you have calculated the order amount and added the option for the users to enter the membership discount, but you haven't calculated the net amount in the form. Calculate total amount Login to Neartail > click on the form to open it > Edit page will be displayed > In the Neartail Edit page, click on the Order Amount field to select it > click on the Add price field icon > select Net amount, click Next > select Standard calculation using NETTOTAL() formula, click Next > click Create.
Hi - we have paid for a premium plan to make an order form online. I added two collaborators to help edit and update the form. Both of them now are facing a screen that the "Free trial has ended" but we already paid for the yearly plan. Please help?
Hi Andrew, the subscription is linked with the email used to subscribe to the paid plan. Only that account can be used to customize the form and collect responses. You can add collaborators to provide access to your team, but please note that the collaborators will have to subscribe to the paid plan using their email account to continue using it after the trial ends.
Getting banned without any reason every time and im sick of it
Your form was reported by multiple users for abuse. After review, we confirmed that a form linked to your account requested uploads containing nudity. Your account has been banned for violating the terms of service.
Our organization, JOYweavers has a subscription until March and will be renewing. As I updated our forms, I wanted to send it to collaborators to review. They are getting messages that their trials have expired and they need to have paid subscriptions. Our total number of forms is limited to 5 and honestly we cannot afford to upgrade our plan. I don't understand why there is not a way that I can continue to review forms with our staff. There are 2 2026 forms I need their input on. You have a really good product and it served us well last year. We would like to stay the course if we can. There is a second share link to consider as well. https://near.tl/sm/F0UrM2yY_ Thank you for your help
The subscription is linked with the email account used to subscribe to the paid plan. Only that account can be used to create the form and collect responses. You can add collaborators in the form to provide access, but please note that the collaborators will need to subscribe to the paid plan to access Formesign after their trial ends. If you just need to provide access to the form responses, there are three options: #1 Notification emails You can set up email notifications for new responses to be sent to your team. Please note that collaborators will need to subscribe to the paid plan to edit and manage responses using Formesign. Login to Formesign > click Forms > click on the form to open it > Edit page will be displayed > click Responses > In the Responses page, click on the three dots more icon next to the Submitted status > click Notify collaborators > enter the email address, click Next > follow the prompts to complete the email set up. When the user fills the form and submits it, the notification email will be automatically sent to the configured email addresses. If you would like to notify multiple collaborators, you can use comma as a separator to add multiple email addresses. #2 Sync to drive You can set up the sync to drive option to automatically save the signed forms to your Google Drive folder as well as sync the responses to Google Sheets. There are two options to do this setup: 1️⃣ Formesign addon for Google Forms: https://formesign.com/esign/how-to-sync-signature-and-signed-document-to-google-drive.html 2️⃣ Formesign Drive page (new): https://near.tl/support/drive-page-manage-signed-documents.html Once you have set up the sync to drive, the signed PDFs will be automatically synced to the selected Google Drive folder. You can add your team as a collaborator in this folder to provide access. #3 Submit to google forms By default, the responses will be recorded only in Formesign. You can view the form submissions in the Formesign Responses and the Reports page. If needed, you can enable the option to submit responses to Google Forms. Login to Formesign > click on the form to open it > Edit page will be displayed > In the Edit page, click on the form title to select it > click on the settings gear icon > Form settings page will be displayed > click Advanced > enable the Submit to google forms option and click Save. Once enabled, new responses will be recorded in Google Forms. If you have linked your google forms with google sheets, the responses will be synced to google sheets. You can add your team as a collaborator in the linked google sheet to provide access to the responses.
Hi my form is linked with google forms and then with sheets, all the answears appear on the sheet except for the total score, how come?
You have setup your form to only display the score in the thank you message displayed after submit. If you would like to record the score in Google Forms and the linked Google Sheets, please follow the instructions below. Login to Formfacade > click Forms > click on the form to to open it > In the Formfacade Edit page, click on the last question in the form > click on the + Add field icon > enter the question title "Total score", select Short answer question type > click on the settings gear icon > Question settings page will be displayed > click Answer > enter POINTS() formula in the Calculate option > select Hidden for the Appearance option and click Save. Once you make this change, you can submit a response to test the form.
If I add Apple pay do I have to link anything if I already have credit cards/Stripe linked?
If you already have Stripe set up for credit card payments, you do not need to link anything additional to enable Apple Pay. Apple Pay will work through your existing Stripe integration. Just ensure that you have enabled Apple Pay in your payment settings within Neartail.
Hi, is there a way to auto-sync Formfacades reports with Google Sheets so I don't have to manually hit "sync" every time to update the Google Sheets? Thank you!
Hi John, The sync responses option in the Formfacade Reports page allows you to export the data to google sheets. If you need the real time sync, you can use the Link to sheets feature in Google Forms. By default, the responses will be recorded only in Formfacade. You can view the form submissions in the Formfacade Responses and the Reports page. If needed, you can enable the option to submit responses to Google Forms. Submit to google forms Login to Formfacade > click on the form to open it > Edit page will be displayed > In the Edit page, click on the form title to select it > click on the settings gear icon > Form settings page will be displayed > click Advanced > enable the Submit to google forms option and click Save. Once enabled, new responses will be recorded in Google Forms. If you have linked your google forms with google sheets, the responses will be synced to google sheets in real time.
Unable to link to Google Forms
By default, the responses will be recorded only in Neartail. You can view the form submissions in the Neartail Orders and the Reports page. If needed, you can enable the option to submit responses to Google Forms. Submit to google forms Login to Neartail > click Forms > click on the form to open it > Edit page will be displayed > In the Edit page, click on the form title to select it > click on the settings gear icon > Form settings page will be displayed > click Advanced > enable the Submit to google forms option and click Save. Once enabled, new responses will be recorded in Google Forms. If you have linked your google forms with google forms, the responses will be synced to google sheets.
Unable to download CSV file
The export to csv feature is not included in your subscription. If you would like to download the responses as csv, you can download it from Google Forms, the Google Sheets linked with Google Forms or the Google Sheets linked with Formesign. Sync Google Forms responses to Google Sheets You have enabled the submit to Google Forms option in your form. The submitted responses will be recorded in Formesign and Google Forms. If you have linked your Google Forms with Google Sheets, the responses will be synced to sheets in real time. Open your form in Google Forms > click Responses > click on the ⋮ more icon > click Download responses (.csv) or click Link to Sheets and download the responses from Google Sheets. Formesign Responses - Sync to sheets Login to Formesign > click Forms > click on the form to open it > Edit page will be displayed > click Reports > In the Reports page, click on the ⚙️ settings gear icon > click Sync all responses to google sheets > You can then download the responses as csv.
Hi, I have setup an account under the email address marketing@cathclub.com.au, however to view the form responses i have added some collaborators such as acooke@cathclub.com.au, does each user require a subscription or can multiple people have accounts to access the form? the subscription says we can have a certain amount of forms or responses but nothing about access accounts.
The subscription is linked with the email account used to subscribe to the paid plan. Only that account can be used to customize the form and collect responses. You can add collaborators in the form to provide access, but please note that the collaborators will need to subscribe to the paid plan to access Formfacade after their trial ends. If the collaborator needs access to the Formfacade reports and the ability to edit responses, they should subscribe to the collaborator+ paid plan. https://formfacade.com/enhance/collaborator-pricing.html If your team just needs to view the responses and the uploaded files, you can enable the "Submit to google forms" option in Formfacade and the sync to Google Drive option, and then add your team as a collaborator in Google Sheets and Google Drive to provide access. This option does not need a Formfacade subscription for your team.
I have emailed Neartail 2-3 times already. I set up payment arrangements and Neartail took the full amount. Also accepting payments is not working after purchases are made.
Your subscription We sent an email last week with the instructions to switch to the monthly plan. Please see attached screenshot. I'm replying here in case you haven't received our emails. When you subscribe to the paid plan, you can choose the monthly or annual option. You were charged $216 per year because you choose the annual option. If you need it only for a short term, you can switch to the monthly option. Login to Neartail using the registered email > click Manage plan > click Update plan to open your customer portal > click Update plan > select the Monthly option. Stripe will automatically do a prorata and add the balance amount as credit in your Stripe account. This will be used towards the future monthly payments. When you cancel your subscription, any balance amount will be refunded. Neartail Basic plan monthly pricing is $36 per month. Collect payments Which payment options have you enabled in your form? What is the issue you are facing with accepting payments? Are you getting any error messages? Please share the relevant details along with the link for your form.
Total score not displaying after submission?
You can customize the confirmation message displayed after submit to include the score and other relevant details. Login to Formfacade > click Forms > click on the form to open it > Edit page will be displayed > scroll down to the submit section > select Custom message > enter the preferred confirmation message. Click on the @ icon in the message to insert specific fields from the form.
Buen dia, actualice un formulario previo, y quiero borrar las respuestas anteriores, como puedo eliminar las respuestas anteriores y que el numero de formulario comience de cero nuevamente?
You can follow the instructions below to delete orders in Neartail. Please note that deleting orders will not reset the order number. Delete orders Login to Neartail > click Forms > click on the form to open it > Edit page will be displayed > click Orders > In the Orders page, you can drag and drop (place the cursor on the profile image/default icon to drag) orders to the Trash status or click on an order to view the details, select the Trash status for the Move to option and click Submit. Please note that you cannot change the order status for abandoned orders. You can move redundant orders to Trash status. These orders will not be included in the Reports. Enable Strict Privacy You can enable the Privacy option to delete the responses in Abandoned and Trash status permanently. Login to Neartail > click Forms > click on the form to open it > Edit page will be displayed > click Orders > In the Orders page, click on the three dots next to the Abandoned or Trash status > You can enable or disable the privacy settings. When enabled, the orders in Abandoned and Trash status will be automatically deleted after 7 days. Please note that the Abandoned status will be automatically hidden when the privacy option is enabled.
I did not sign up for this but got charged? The account email is bwheeler5708@gmail
Hi Charles, There is no account linked with bwheeler5708@gmail.com email address. We do not ask for the card details when you install the addon/create your account. So you don't have to worry about getting charged automatically. If you would like to continue using the form after your trial ends, you can subscribe to the paid plan using your card directly on our website.
One of our 1 page forms inadvertently got converted to a 2 page form. I cannot see any capacity to merge the two pages, delete a page or revert the form to a previous layout. How can I go about returning the form to just one page?
Login to Neartail > click Forms > click on the form to open it > Edit page will be displayed > In the Edit page, click on the title for the 2nd page to select it > click on the merge icon (see attached screenshot) to merge the second page with the first page.
Hi, How do monthly payments work? Are they charged on a pro-rata basis? For example, if I purchase a monthly billed plan covering the period from 28 November to 24 December, would I be charged for 1 month or 2 months? thanks - Michael
Hi Michael, you subscription starts on the day you subscribe to the paid plan. Monthly subscription is automatically renewed each month and you can cancel it anytime. When you cancel your subscription, it will be valid till the end of the current subscription period. If you purchase a monthly plan covering the period from 26 November, your subscription will renew automatically at the end of the billing cycle on 26 December unless you choose to cancel it.
Is it possible to remove the message on the footer "This content is neither created nor endorsed by Formfacade - report abuse" Thanks
The disclaimer and Report abuse link in the footer will always appear on the Formfacade share link and cannot be removed. If you embed the form on your website, it will not be shown.
Good morning! Is it possible for people to pay with a credit card?
Hi Keith, We integrate with Stripe for automated card payments, which allows users to pay using their credit cards directly on your form. Login to Neartail > click Forms > click on the form to open it > Edit page will be displayed > In the Neartail Edit page, scroll down to the payment section > click Enable > Payment settings page will be displayed > click Enable payments > The payment options supported in your country will be displayed > configure the preferred payment options and click Save.
I would like to try your product for a few months. The payment terms are unclear. If I purchase monthly can I cancel at any time?
When you subscribe to the paid plan, you either choose the monthly or annual plan. Monthly subscription is automatically renewed each month and you can cancel it anytime. Annual subscription is a 12 month contract and it is non refundable. When you cancel your subscription, it will be valid till the end of the subscription period.
Frequently Asked Questions
Hello! Why do some say completed and others read PAID, I am not understanding the difference. Is there something I need to do?
Hi Katrina By default, there are four order status: Abandoned, Submitted, Completed, Trash. You cannot rename the default status, but you can choose to hide a default status. When you enable automated as well as manual payments in your form, the default order status will include Abandoned, Submitted, Paid, Completed, Trash. Abandoned orders If a user starts filling the form, but does not submit it, it will be displayed in the Abandoned status. These orders will be displayed only in the Neartail Orders page and it will not be included in Reports. Abandoned orders will have * prefixed to the order number in the Neartail Orders page. Submitted orders When the user chooses the automated payment option and submits the form, the order will be displayed under the Paid status. When the user chooses the manual payment option and submits the form, the order will be displayed under the submitted status. Once you verify the payment and update the payment status, it will be moved to the Paid status. These submitted orders will be recorded in Neartail and Google Forms. You can sync Google Forms responses to Google Sheets. Submitted orders will have # prefixed to the order number in the Neartail Orders page. The order numbers should be in sequential order. Trash orders You can move redundant orders to Trash. Login to Neartail > click on the form to open it > Edit page will be displayed > click Orders > In the Orders page, you can drag and drop (place the cursor on the profile image/default icon to drag) orders to the Trash status or click on an order to view the details, select the Trash status from the dropdown list for the Move to option and click Submit. Delete orders The orders in Abandoned and Trash status will not be included in the Neartail Reports. You can enable the Privacy option to delete the orders in Trash status permanently. Login to Neartail > click on the form to open it > Edit page will be displayed > click Orders> In the Orders page, click on the three dots next to the Abandoned or Trash status > You can enable or disable the privacy settings. When enabled, the orders in Abandoned and Trash status will be automatically deleted after 7 days. Please note that the Abandoned status will be hidden when the Privacy option is enabled.
Can I remove or edit my name at the bottom of my form? "Created by_______"
Hi James, You can customize the footer, header, theme, logo, but please note that this is common for all the forms you create using your account. Customize header, footer, theme Login to Formfacade. Click on the form to open it. Edit page will be displayed. Click Preview. In the Preview page, theme settings will be displayed in the right pane. Click Page. Enter the required text in the Business name (header / account name), Footer option (replaces "This site belongs to...") and click Save. You can upload your logo (square image 1:1 aspect ratio) to replace the default profile picture in the footer.
Hello, I am getting two errors on my form, when fully submitted, here are two screenshots: 1. Right at submit: https://prnt.sc/C9idKb4uTbtI 2. Another error note, which also happens on submit: https://prnt.sc/d2hkzBekDrAv Thank you!
Submit failed: Not able to update in google forms https://prnt.sc/C9idKb4uTbtI When the user submits the form, the response is recorded in Formfacade and Google Forms. If there are any issues with submitting the form or recording the responses in Google Forms, we show an error message to the user and also send a notification email to the form creator. The submit can fail because there is an issue with the form, internet connectivity issue etc. The notification email will include the error message, draft id, link to the response (abandoned or submitted). If the draft id is prefixed with the *, it indicates that the response has not been submitted. If it is prefixed with a #, it indicates that the response has been submitted. If the error for response shows "Not able to update this response in Google Forms", then this indicates that the submit was successful and the response was recorded in Formfacade, but it was not updated in Google Forms. Google Forms might reject the responses if it fails any response validations (incorrect answers, missing answers for required questions) or if you have enabled any of the features that require signin such as limit to 1 response, collect email address - verified input, send response receipts, response too large etc. You might have also noticed that sometimes Google Forms throws a "Something went wrong" error without giving any additional details. Request entity too large error https://prnt.sc/d2hkzBekDrAv You have added 28 paragraph questions in your form. When the user fills the answer for these paragraph questions along with other required questions in the form, the resulting response exceeds the size limit supported by google forms. That's why you are getting the entity too large error. To fix this, you can add a response validation for these paragraph questions to restrict the max characters or you can enable the option to not record the responses in google forms. Login to Formfacade > click on the form to open it > Edit page will be displayed > In the Formfacade Edit page, click on the form title to select it > click on the settings gear icon > Form settings page will be displayed > click Advanced > enable the toggle button for "Don't submit to google forms" and click Save. When this option is enabled, the responses will be recorded only in Formfacade.
Does this add-on allow a Google Form to be embedded into a website if the file upload feature is part of the form?
Yes, you can use the Formfacade addon to embed a google form with file upload on your website. Google Forms file upload requires login. You must customize your google form using the Formfacade addon to convert this into a html file upload to allow users to upload files without login. You can subscribe to the Formfacade - Embed paid plan. This plan is suitable for occasional light use cases that require collecting files. You get a 10mb max size per file with a total file storage of 1gb. Only the form owner can access the files one at a time after they login with their google account. Formfacade - Embed https://formfacade.com/embed/pricing.html If your requirement is to collect large files and collaborate with your team, you should also subscribe to the file upload plan 10gb, 100gb or 1tb. You can increase the max file size to up to 1gb per file (depends on the plan), the number of files per file upload question, restrict file types, enable unlisted links to allow anyone to access the files, add collaborators to provide access to specific users and use our addon to sync the uploaded files to your google drive. Formfacade - File upload https://formfacade.com/file-upload/pricing.html Convert to html file upload + Sync to drive https://formfacade.com/file-upload/google-forms-file-upload-sync-to-google-drive.html