Instagram app > Cards Form: The Form is cut off on iPhone when it is being accessed using Instagram inbuilt browser

  • Profile Image
    Lucy_Harrison
    Asked on February 21, 2021 at 04:44 AM

    Hi, I have added the link to my pre-application form to my Instagram bio (IG handle @luminescefitness). When you click the link on an iPhone or iPad in portrait mode, the form doesn't fully show when it opens, half of the question is cut off. If you change the orientation of the device to landscape the screen doesn't rotate. If you happen to open the link while already in landscape mode it looks ok, but not many people have their device that way when on Instagram.

    It appears to work fine on android devices.

    I want to make it as user friendly as possible, not rely on people taking the extra step of opening the form in a browser, that will lose me potential leads.

    Is there any way to get this to work please?

  • Profile Image
    Johann_A
    Answered on February 21, 2021 at 09:15 AM

    Greetings,

    Unfortunately, I was not able to replicate the issue, when I've checked your form on your Instagram account I was able to see the form in the responsive mode :




    1613916830_60326a9e0b60e_Screenshot_20211613916829_60326a9ddb4c8_Screenshot_20211613916829_60326a9dae81f_Screenshot_2021

    Can I ask if you have embedded this form on a website? Can you please try from another browser?

    Let us know how it goes,

    Thanks,

    Johann


  • Profile Image
    Lucy_Harrison
    Answered on February 21, 2021 at 01:00 PM

    Did you try viewing it through the Instagram app on either an iPhone or iPad as that is specifically where the problem occurs? It is fine through browsers or using Instagram on android devices, the problem I need to overcome is for iPhone users using the Instagram app. Thanks

  • Profile Image
    Johann_A
    Answered on February 21, 2021 at 05:36 PM

    Greetings,

    I went on your Instagram and then to the form. We are glad that you like our product. Regarding your concern, forms are now mobile responsive by default. This means no further configuration is required.

    However, if you would like to style your form, it is possible through Advanced Designer and/or custom CSS, but those CSS options are only available on normal forms, so you would have to change the layout.

    Can you try from another browser on your mobile?

    Johann

  • Profile Image
    Lucy_Harrison
    Answered on February 24, 2021 at 07:28 AM

    Hi, I do like your product but this is kind of a dealbreaker and we seem to be talking at different purposes.

    As I mentioned it is fine accessing the form through a browser but people don’t tend to go on Instagram through a browser on their phones or tablets, they use the Instagram app and that’s where the problem is.

    I need the form to display correctly for iPhone/iPad users when they click the link in Instagram while using the Instagram app. People won’t bother to try opening the form elsewhere, they will just think I’ve added a form that doesn’t work which will lose me potential business.

    I’ve done a video showing what happens when you try and access the form on iPhone via the Instagram app, which I emailed across yesterday. The same has happened for other iPhone users. To replicate the problem you will need to access it in the same way please.

    Is there a solution to this please as if not I think I’ll have to try with a different online form provider.

    Many thanks

    Lucy

  • Profile Image
    Johann_A
    Answered on February 24, 2021 at 11:48 AM

    Greetings,

    I understand your frustration, and I'm sorry for that, but if we are not able on our side to replicate the issue we need to ask you a few questions and also run out some tests, to advise the best solution for you. Sorry if it might sound redundant.

    I did try your form on my Instagram personal account and the form was working fine as well, see the video below:

    1614183534_60367c6e6f583_ezgif.com-gif-m

    Can you please delete the link and add it another time?

    Where to Find My Form URL?

    How do I add a bio or a website to my Instagram profile?

    Johann

  • Profile Image
    Lucy_Harrison
    Answered on February 25, 2021 at 08:13 AM

    Hi

    I have just tried deleting and re-adding the link to Instagram. I have tried doing adding the link using my desktop browser and directly on my phone. The same problem is still occurring when I click the link in Instagram on my phone.

    Is the phone you tried it on an iPhone or Android? The problem only happens on iPhone and iPad.

    Thanks

    Lucy

  • Profile Image
    Nik_M
    Answered on February 25, 2021 at 10:20 AM

    Apologize for the inconvniance this may have caused.

    One of my colleagues was able to replicate the issue on his iPhone. The issue cannot be replicated on Android devices.

    I'll report the issue to our developers. If there is any update we'll inform you here.

    For now, I can only suggest using Classic Forms.

    Related Guide:

    How to Change Form Layout

    Cards or Classic: Which One Should I Use?