Form Help
Stuck Partway Through A Form?
Most form trouble comes down to the browser, the device, or a question you haven't reached yet. Here's how to get unstuck.
Let's Finish It
Three Fixes That Solve Most Of It
Before troubleshooting anything specific, these three cover the large majority of form problems.
Switch To Desktop View On Your Phone
Tap the three dots in your browser menu and choose Request Desktop Site. This fixes most cases where the form looks cut off or a button won't respond.
Open It In Google Chrome
Chrome handles our forms most reliably. If you opened the link from inside an email or text message, it may be running in a stripped-down browser — copy the link into Chrome instead.
Use A Laptop Or Desktop If You Can
A full-size screen removes almost every layout and tapping problem at once. If you have access to a computer, start there rather than working around a phone.
What Might Be Going Wrong
Find the one that matches what you're seeing.
The Form Doesn't Load At All
If you're looking at blank space where the form should be, something on your end is blocking it — most often an ad blocker or privacy extension, a privacy-focused browser, or a work or school network.
Try Chrome with extensions paused, or switch from wifi to your cellular connection. If you're on a work computer, a personal device will usually go straight through.
New Questions Keep Appearing
That's the form working as intended. Our forms adjust to your answers, so questions open up or drop away as you go — you only see what actually applies to you.
If a question you expected disappeared, an earlier answer made it unnecessary. Nothing is broken and nothing is missing.
It Says Something's Required
Scroll back up — the field it's waiting on will be marked. It's often in a section that only opened after you answered something further up, so it can be above where you were last typing.
Autofill Filled In The Wrong Boxes
Phones are quick to drop your saved details into whichever field they think fits, which isn't always the right one — your email landing in a name field, for instance.
Read back through what's filled in before you submit, and type entries in yourself where autofill got it wrong.
You Refreshed And Lost Your Answers
The form doesn't save as you go, so refreshing the page, tapping back, or letting your phone lock mid-form will clear what you'd entered.
Nothing partial was sent to us, so you can safely start again. If it's a long form, filling it out on a computer makes this much less likely.
You're Not Sure It Submitted
A completed submission shows you a confirmation screen and sends a confirmation email. If you saw either one, it went through — please don't submit it again.
If you saw neither, it didn't reach us and you can fill it out again without worrying about duplicates.
Please don't submit the same form several times. Duplicates have to be sorted out by hand before anything can move forward, which slows your request down rather than speeding it up. If you're unsure whether one went through, email us and we'll check.
When The Payment Step Is The Problem
If the form itself is fine and it's the card that won't go through, that's a different fix.
Card declined, or the payment screen won't accept your details? The usual causes are autofill putting the card number in the wrong field, a billing address that doesn't match your bank, or a gift card that hasn't been registered yet.
Submitting a form and paying for it can be two separate steps. Depending on what you're requesting, your form may go through first and the payment link arrive afterward — so a submitted form without an immediate charge isn't a sign that something failed.
Still Can't Get Through It?
Email our support team with the form you're trying to complete, the device and browser you're using, and where in the form it stops. We can look at it from our end, and if it comes to it we can take your information another way.
support@lavenderskyhealth.comForm questions are handled by our support team, not your provider. For anything about your medication, dosing, or symptoms, message your provider in the patient portal instead.