Why hasn't this submission landed?

What the Why? check on a Capture submission tells you, what each answer means, and what to do next.

This article is being updated.

Every submission on a form's Responses tab carries a Delivery chip. Landed means its answers have reached your records. When the chip reads Queued, Retrying or Saved - will retry, a Why? link sits beside it, in the list and in the submission's detail. Select Why? to see where the submission stands and what to do.

Submissions that need attention also show under Check my account when you open Help in Capture, newest first.

Where the submission stands

The answer tells you when the submission was saved and what has happened since.

It has landed. The submission was saved and has landed. There's nothing to do.
The visitor didn't finish. What they entered so far is saved. It stays a Partial response.
It's waiting in line to land. The submission was saved but hasn't landed yet. There's nothing to do.
Its last try didn't go through. The submission was saved, but its last try to land didn't go through. Prevarro tries again on its own. The chip reads Retrying, and the fix reads Open the capture submission so you can read its answers while you wait.
The automatic retries stopped. The submission couldn't land after several tries. Its answers are kept. The chip reads Saved - will retry.

When the automatic retries stopped

What you can do depends on where the submission came from. The Source column shows Hosted, Embed or API.

From your hosted page or an embed. Select Re-queue the capture submission. It opens the submission's detail on the Responses tab, where you choose Re-queue to try again. You can also choose Re-queue from the row's menu. You need edit access to Capture. Without it, the fix reads Open the capture submission, and someone with edit access can re-queue it.
From a survey on your hosted page or an embed, held before survey answers kept the details a re-queue needs. The answer says so. It can't be re-queued, and the fix reads Open the capture submission so you can read its answers.
From an integration (API). These can be re-queued in the same way, unless the answer says the submission came in without the details a re-queue needs. Then it can't be re-queued, and the fix reads Open the capture submission so you can read its answers.

If the answer also says why the submission was refused, see the next section. Some reasons mean a re-queue would be refused the same way.

When the answer says why it was refused

Sometimes the answer also names why the submission was refused when it tried to land. For each reason below except the last, re-queuing it would be refused the same way, so the fix reads Open the capture submission whatever your access. Select it to read the submission's answers. The row's menu and the submission's detail may still offer Re-queue, but a re-queue is refused the same way again.

The API key or connected source it came in through has since been deleted. This happens only to a submission from an integration (API). If that system should keep sending submissions, it needs a current key or signed source. See Capture forms and surveys.
Something it pointed to, such as the survey request it answered, was no longer there when it tried to land. This happens only to a submission from your hosted page or an embed.
The form asks for its consent box to be ticked and this one arrived without the tick. This happens only to a finished submission from your hosted page or an embed. It's refused the same way for as long as the box is asked for.
One of its answers doesn't fit the version of the form it was filled in on. This can happen to a submission from any source.
It clashed with a record already saved in your business. Re-queuing can clear this one where the submission can be re-queued, so the fix is the one in When the automatic retries stopped.

Held submissions that were refused

Sometimes Prevarro holds a submission it can't save straight away and tries again. If a held submission is refused when it's tried again, it never becomes a response, so it isn't on any Responses tab. Check my account tells you when this has happened, with the time of the most recent refusal.

Refused submissions are kept in Settings:

Go to Settings → Integrations.
Under Developer & data, open the Ingest API card.
Under Held submissions, a refused one reads Refused, with the reason it was refused.
From its menu, choose Re-queue to try again, or Delete with note to delete it. Deleting asks why it's being deleted, and can't be undone.

If your role can open Settings → Integrations, the fix in the answer takes you there: Review the refused capture submissions, or Open the Developer & data card if your role can look but not change Capture's settings. Otherwise the answer says someone who manages your business's integrations can look at them.

If none has been refused, Check my account says nothing about held submissions.

If Check my account reads We couldn't read the held capture submissions just now, so one that was refused may not show here., check again in a few minutes. Check my account reads refused submissions only if your role can see Capture's settings.

If the check can't answer

You can't see this record means the submission belongs to a form you can't see, such as one that has been deleted.
We couldn't run the check. means Prevarro couldn't read the submission just then. Choose Try again.