Pipedrive Integration: Phone Number Field Shows Blank In Custom Phone Field

Hi, I've set up an integration from JotForm to Pipedrive, and I'm encountering an issue with how Australian 10-digit mobile numbers are being handled.

Initially, the phone number field in Pipedrive was set to "Phone" format, but this wasn't pulling any data from JotForm—the field was left blank in Pipedrive, although clearly it is populated in JotForm. When I changed the field type to "Text," the number started populating. However, it's now treated as plain text in Pipedrive and is no longer clickable for calling, which is essential for our workflow.

I have raised this issue with Pipedrive community https://community.pipedrive.com/discussion/comment/47254#Comment_47254

And was told that "this is a JotForm thing - they need to address it since the integration with Pipedrive is handled by them as well." Can you pls advise how this issue can be addressed? Thanks

Hi John,

Thanks for reaching out to Jotform Support. I cloned your Sales Lead Submission (QLD) form Sales Lead Submission (QLD) to replicate the issue, but it seems the phone number shows properly. Check out the screenshot below:

Can you provide more details on how you replicated the issue? It would be helpful if you could share a sample Australian phone number as well. This will help us better understand the issue and work towards a solution.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi Aries,

I tried adding the "Phone" format again - Test Phone Num

Here's the sample data submitted in JotForm

Integration -

JotForm : Customer Phone Number

to populate 2 fields in Pipedrive

Customer Phone Number - which is Text format

Test Phone Number - Phone format

However, it only populated the text format field, and not the Phone format field.

Whether the phone number is valid or not, as long as it's a 10-digit number starting with '04', it should be showing hyperlink. As shown in your screenshot, even your test 10-digit number still retains the call hyperlink; however in our case it is not showing for "Test Phone Num" field.

Please advise how we can correct this? Thanks!

Hi John,

It appears that while the phone number is correctly submitted and visible in Jotform, it only populates the Pipedrive field set as "Text" and not the one set as "Phone," which prevents the number from being clickable for calls.

This behaviour suggests that the phone number format sent from Jotform might not be fully compatible with Pipedrive's "Phone" field validation or formatting requirements for Australian numbers. Since your test 10-digit number starting with '04' shows as a clickable link in your screenshot but not in your integration, the issue likely lies in how the data is transmitted or interpreted between Jotform and Pipedrive.

Here’s what you can try to address this:

1. Ensure the phone number field in Jotform is set to the "Phone" field type and formatted to accept Australian numbers properly. You might want to use an input mask or validation pattern that matches Australian mobile number formats (e.g., starting with '04' and 10 digits).
2. Check your integration mapping carefully to confirm the Jotform phone field is mapped exactly to the Pipedrive "Phone" field, not the "Text" field.
3. Test with different phone number formats in Jotform to see if adding country code (+61) or spacing affects how Pipedrive receives and displays the number.
4. Consult Pipedrive's documentation or support to verify the expected phone number format for their "Phone" field and any known issues with integrations.

If the problem persists, it may require a technical adjustment on how Jotform sends the phone number data to Pipedrive, potentially involving formatting the number as a clickable link or adjusting the integration settings.

Once you try these steps, please share your findings, and we can further assist you in resolving this integration issue.

Let us know if you have any other questions.

Hi Israel,

>> Ensure the phone number field in Jotform is set to the "Phone" field type

Yes, it is "Phone" field - i reckon you are able to see the Phone Properties for this field - as mentioned by Aries in his initial post "I cloned your Sales Lead Submission (QLD) form Sales Lead Submission (QLD) to replicate the issue, but it seems the phone number shows properly." - without me even informing which form it is.

So how did Aries able to replicate our form, and from his replicated form, he is able to push Phone number from JotForm to Pipedrive as an actual Phone format? As you are able to see our JotForm setup, and above I've already posted the screenshot in our Pipedrive configuration that the field accepting the form is "Phone" format. Can you pls advise what we need to correct to have this working as how Aries able to work a replicated form? Thanks!

Hi John,

To clarify, are you referring to a different form than the one my colleague used as an example? If so, can you share the link to your form, I can check it out and try to replicate the issue.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Hi Lara,

NO it is NOT a different form. The form having issue is what Aries use to replicate -  Sales Lead Submission (QLD) . Wherein Aries replicated earlier, and he said that "phone number shows properly." with the screenshot he provided above. So, can Aries, or yourself pls advise how did he made it work from his end, while from our end it is not working? What was his setup so that JotForm accepts 10-digit Australia phone number, and Pipedrive able to pull that data and reflect it as hyperlink "Phone" format ? Thanks!

Hi John,

Could you try re-integrating the form to Pipedrive by removing and connecting the form again? Let me walk you through it:

1. In Form Builder, click on the Settings tab.

2. Select Integrations from the left side menu.

3. Click on the Pipedrive Integration.

4. Next, click on Remove Integration, and Yes, Remove! button to confirm.

5. Lastly, integrate the form to Pipedrive again.

Give it a try and let us know how it goes.

hi Israel,

Removed and reinstated the Pipedrive integration, and still "Phone" format is still not push to Pipedrive from JotForm, only the "Text" format.

Again, how did Aries replicate our form Sales Lead Submission (QLD) and make it worked from his end? What was his setup so that JotForm accepts 10-digit Australia phone number, and Pipedrive able to pull that data and reflect it as hyperlink "Phone" format ? Thanks!

Hi John,

I also cloned your form but was unable to replicate the issue. To further check this, can you take a screenshot of your console log report and send it to us? This will help us better understand the issue. We have a guide on How to get a Console Log Report that you can check out.

As soon as we hear back from you, we can move forward with a solution.

Hi Cristy,

console log from the actual JotForm

Hi John,

I also cloned your form, tested it, and it appears to be working as expected. I have not changed anything on the form. Check out this screenshot below:

Can you try creating a new form to see if the issue is only happening to one specific form? If the issue is still happening on the other form, I suggest you reach out to the Pipedrive Support Team, so they can check if there is anything on your account that is causing this.

But, if the issue is only happening to one of the forms, let us know, so we can do a more in-depth investigation.

Once we hear back from you, we can move forward with a solution.

Hi John,

Done tests as below - "Phone" format still not getting the data from JotForm

1.Clone JotForm - Phone number (as "Phone" format) is not push to Pipedrive, while text format is

2.Clone JotForm using a different login for integration - same issue, "Phone" format still not receiving the data

Hi John,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Hi John,

It appears that you have a custom pipeline called Sales Lead with a custom phone number field. I created the same setup and attempted to replicate the issue on my end, and I ran into the same issue. Check out the screenshot below:

The issue is not limited to Australian phone numbers. It also happens on other phone number formats, so I created a ticket about it and escalated this to our Developers. As soon as we have an update, we’ll let you know.

Let us know if you have any other questions.

Hi Aries, is there an update on this issue? What is the ETA for resolution?

Hi John,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I’ve marked this as a Priority and reached out to our Developers again. We’ll let you know as soon as there’s an update.

Thanks for your patience and understanding, we appreciate it.

Hi John,

We appreciate your patience while we work on a solution. The issue has been resolved.

Give it a try and reach out again if you have any other questions.

Phone number integration to Pipedrive is now working, thank you to all support team members and developers involved!