Common questions and fixes for Zoom Webinar Campaigns in Act-On. If you are setting up a new campaign, start with How to Set Up a Zoom Webinar Campaign.
How to use this page
Each question below is self-contained. Jump to whichever is relevant to you.
Can I import custom questions for my registration form?
Yes. When you build your registration form, choose +Generate Form. Act-On imports every standard question and custom question configured in Zoom, including the required flag and picklist values. This is the recommended option.
If you copy an existing form, custom questions are not imported. See Handling Required Fields for Zoom Webinar Registration Forms.
I made a mistake. How do I start over or fix something?
How you fix it depends on what is wrong.
To scrap the whole Webinar Campaign and restart
In the Webinar Campaign listing, hover over the webinar title and click Delete. This removes the Webinar Campaign from Act-On, but:
- The webinar itself is still in Zoom.
- The form, landing page, signup list, and any messages you created are still in Act-On and will need to be deleted separately if you do not want them.
After deleting, click the webinar title again in the listing to create a fresh Webinar Campaign.
To change the webinar title, date, time, or other Zoom settings
Make the change in Zoom, then open the Webinar Campaign in Act-On and click Sync at the top right.
To change the registration form or Zoom registration questions
If you need to add questions to your Zoom registration after the Act-On form is already built, the cleanest fix is to delete the form and generate a new one. Some Zoom questions (like Country) require specific picklist values, and generating a fresh form pulls those in automatically.
Option 1: Delete your form and start over (recommended).
- Go to Content > Forms and find the webinar form.
- Hover over the form name and click the trash icon to delete it.
- Do the same for the form's associated Landing Page (it usually has a matching title).
- Go to Automation > Webinars and click the webinar title.
- Create a new registration form using +Generate Form.
Option 2: Edit your existing form.
Use this only if you have already distributed the form link and cannot create a new one. You will need to:
- Manually add each missing field and enter its picklist values by hand. For the Country dropdown, you can use the Country Dropdown Content Fragment from Act-On's Content Catalogue. More information.
- Make sure every field name matches the question name in Zoom exactly. If they do not match, the data will fail to sync.
To change a message
- Registration Response messages: click Replace to start from a new message or pick an existing one to copy from.
- Any other message: click Delete to remove the existing message, then add a new one in its place.
Why was my reminder message not sent at the scheduled time?
There are two common causes:
Did you click Submit Launch Request?
Saving a schedule on a message does not send it. You must click Submit Launch Request. If you did not, the message was never queued.
Scheduled too close to the start time?
Reminder messages can only be scheduled at a specific hour, and Act-On cannot guarantee delivery to the minute. If you schedule the reminder for the same hour as the webinar start, it may arrive late. The recommended practice is to send the reminder one hour before the event.
Why is my Zoom webinar not updating with new signups?
The most common cause is a renamed or replaced signup list.
Do not rename or replace the signup list
When you create your registration form, Act-On automatically creates a list called "Signups from [My Webinar Name]". Registrations sync to Zoom through this list. If it is renamed or replaced, new signups will no longer reach Zoom.
If this has happened to your campaign, the simplest fix is to delete the form and signup list, then generate a new form so Act-On creates a fresh signup list with the correct name.
Why is my webinar not showing in the Act-On listing?
First, check the basics:
- Click Refresh at the top of the Webinars listing to pull the latest data from Zoom.
- Make sure you are on the right tab. There are separate Upcoming and Past tabs, and the default is Upcoming.
- Confirm the webinar is single-session. Recurring and multi-session webinars are not supported.
- Confirm you are connected to the Zoom account that owns the webinar. Each Act-On instance can only be connected to one Zoom account at a time.
Why is my Webinar Campaign missing a report?
A report disappears from the Reports drop-down if:
- The underlying asset (Form, Landing Page, or Message) was deleted. Deleting the asset deletes its report.
- You deleted the original Webinar Campaign and started a new one for the same Zoom event. Reports from the old campaign do not carry over.
When this happens, use Automation > Campaigns to build an aggregate report across the Webinar Campaign assets you still have.
Can I test my registration form?
Yes, but do not use the email address that owns the Zoom webinar. Registrations submitted with the host's email are not sent to Zoom, so the test will look like it failed even though the form is working correctly. Use any other email address to test.
How do I know if a webinar already has a campaign in Act-On?
In the Webinars listing, hover over the webinar title. If a Delete option appears, the webinar already has a Webinar Campaign. If there is no Delete option, clicking the title will create a new Webinar Campaign for it.
Does deleting a Webinar Campaign in Act-On delete the Zoom webinar?
No. Delete only removes the Webinar Campaign from Act-On. The webinar itself stays in Zoom, and no Zoom data is removed. If you want to cancel the webinar entirely, delete it in Zoom as well.
More help
- Zoom Webinars hub covers how to connect Zoom to Act-On.
- How to Set Up a Zoom Webinar Campaign is the main end-to-end walkthrough.
- Webinar Reports explains each available report.