A resident is having trouble with a public application. What should I check?

Residents do not have GovPilot accounts, so when something goes wrong with a public application they usually contact your office. This article lists the most common problems, what you can check, and when to reach out to our support team. Some checks require a system administrator.

The resident cannot find the form

1. Send them the link to your municipality's eForms page. Forms can be searched by name or browsed by department.
2. If the form is not listed, it may not be on the page. A system administrator can check Account Settings, Public Forms, and confirm the form is listed under a department group.

The link sends residents to a login page

The link on your website may be incorrect. The public link should open your eForms page, not the GovPilot login screen. To get the correct link, go to Account Settings, Public Forms, click Open E-Forms Page, and copy the address from the browser. Replace the link on your website with that address.

[Screenshot needed: Public Forms tab with the Open E-Forms Page button highlighted]

The form will not load or is blank

1. Ask the resident to try a different browser. We recommend Chrome or Edge.
2. Ask them to clear their browser cache. Press Ctrl+Shift+Delete, select Cached images and files, and delete.
3. If the eForms page fails to load for every resident, reach out to our support team.

A required field will not let them continue

Required fields must be filled in before the form moves on. Ask the resident to check every highlighted field on the page. Some fields only appear after an earlier answer, so a field they did not expect may now be required.

They get an error when submitting

1. Ask them to try a different browser.
2. Check for required fields they may have missed.
3. If the module has a submission limit, it may have been reached. A system administrator can check Account Settings, Module Configuration, the module, Limits tab.
4. If none of these apply, reach out to our support team with the form name and the exact error message.

They did not receive a confirmation email

1. Ask them to check their spam or junk folder for an email from noreply@govpilot.com.
2. Open the record in GovPilot and confirm the email address was entered correctly. Typos are common.
3. If the address is correct and the email is not in spam, their email provider may be blocking it. Ask them to add noreply@govpilot.com to their safe senders list.

They want to check the status of their request

Residents cannot log in to see their request. They receive updates by email only, and only when the module is set up to send them. Open the record in GovPilot, check the status, and send the resident an email directly from the record.

They say they paid, but the record shows unpaid

Open the record and check the Transactions tab. If no payment is recorded, the payment step may not have been completed. If the resident has a receipt showing they were charged and the record still shows no payment, contact your payment processor.

When to reach out to our support team

If the steps above do not resolve the problem, reach out to our support team and include the module, the form name, the record number if one was created, what the resident sees now, and what should happen instead. A screenshot from the resident helps.

✅ Pro Tip: Ask the resident which browser and device they are using before anything else. Many form problems clear up by switching to Chrome or Edge.

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