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When Should I Use This?
Use this guide when:
Your form updates are saved but not showing to applicants (not yet published).
Applicants see an eligibility pop-up and cannot proceed (eligibility rules are disqualifying them).
Applicants enter an email or phone number and the format is rejected or does not behave as expected (contact formatting is needed).
You want to test layout, flow, or languages before publishing changes.
Step-by-Step Instructions
Issue 1: My form changes are not showing to applicants
Open the form editor and confirm you are working in Edit Mode (Toggle).
Make your updates to fields or sections as needed.
Click Save Changes (this saves updates without making them visible to applicants).
Click Publish (Blue button) to apply saved updates and make them live on the form.
If you want to test before publishing, switch to Preview (Toggle) to view and test form changes.
Issue 2: Applicants see an eligibility pop-up and can’t proceed
In the form editor, locate the section that is configured as an Eligibility Section (only custom form sections marked as eligibility behave this way).
Review the Eligibility Section settings for that section:
Confirm whether the eligibility toggle is set to stop applicants or allow them to move forward without meeting criteria.
Review the Field-Level Eligibility Rules (expected values) inside the eligibility section, since these determine whether an applicant is disqualified.
Confirm the Eligibility Title and Eligibility Message shown to applicants match what you intend them to see.
Issue 3: Email or phone fields are behaving unexpectedly
If you need email and/or phone inputs with correct formatting, use the Contact Field type when building your form.
Re-test the field behavior in Preview (Toggle) to confirm it works as expected before publishing.
Issue 4: I need to test a different language version of the form
Turn on Preview (Toggle) in the form editor.
Click the English dropdown and select from the available options to switch languages while previewing.
Common Mistakes to Avoid
Clicking Save Changes but not clicking Publish (Blue button) (saved changes are not visible to applicants until published).
Activating a program before the form is complete and published (the guide warns this can expose sections and fields that are not configured).
Turning on an Eligibility Section without confirming whether the toggle should stop applicants or allow them to move forward without meeting criteria.
Using a generic field when you need formatted email/phone inputs (use Contact Field for correct formatting).
Best Practices for FORWARD Direct Users
Use Preview (Toggle) to test form layout and flow before publishing changes.
If your program serves multiple languages, test translations in Preview using the English dropdown before publishing.
Publish intentionally: Save Changes first, then Publish (Blue button) when you are ready for applicants to see updates.
Before activating a program, ensure the FORM is complete and published to prevent exposing unconfigured sections or fields.
FAQ
Why aren’t my form updates visible to applicants?
Because Save Changes does not make updates visible to applicants. You must click Publish (Blue button) to make saved updates live.
What does the eligibility pop-up mean?
It means the applicant entered information that disqualifies them based on your eligibility setup. FORWARD Direct shows a pop-up informing them they are not eligible to proceed.
Can I choose whether eligibility rules stop an applicant?
Yes. In an Eligibility Section, the toggle can be set to stop the applicant completely or allow them to move forward without meeting eligibility criteria.
How do I test the form before publishing changes?
Use Preview (Toggle) to view and test form changes. Saved changes are not visible to applicants until you publish them.
How do I support correct email or phone formatting?
Use the Contact Field type, which is designed for email and/or phone setup with correct formatting.