Problem: notice about credit card data in forms is customer-unfriendly

Chris from Hamburg

Under all forms in Pipdrive the following sentence is displayed mandatory "Never share sensitive information (credit card numbers, social security numbers, passwords) through this form.".

This is just annoying and also total nonsense. If I only ask for the name and email address in the form to subscribe to the newsletter or order a case study, why should the customer get this notice. It just makes the form longer and more unpleasant for the customer. The customer thinks about something where there is no reason to think about it.

Urgent request to Pipedrive product team: please remove this notice from all forms. Why does Pipedrive think to care about something that is none of Pipedrive's business? As a company, I am responsible for the data that I request from the customer. If Pipedrive thinks it wants to play policeman here, then this notice should only appear if a free text field is used in the form or if a custom field with free text is used in the form. Only then could there be a risk that the developer of the form might ask for credit cards or other sensitive data in an illegal way.

Frank Filippelli

You're 1000% correct! It's not their place to govern what data we request from our customers and how. It makes the form look questionable and untrustworthy 😠

Frank Filippelli

Can you guys please make this optional, you guys are killing us.

Paul-Techy

Hello @Mike van der Valk

I was not sure who I should make aware of this annoyance on the webforms, I just added lead booster to my account and noticed this under the submit button:

Never share sensitive information (credit card numbers, social security numbers, passwords) through this form.

Can this be turned off or please removed from the forms entirely?

Thanks

Veronika Danielova

Hey hey @Paul-Techy,

Veronika here (all about Pipedrive Leads, LeadBooster add-on and Web Visitors add-on)

Thank you for bringing this one to our attention.

Please note that this is a Regulatory compliance requirement for the protection of our customers and their customers therefore there is not an option to turn this information off or remove it.

Thank you for understanding

Veronika

Chris from Hamburg

Hello @Veronika Danielova,

I'm sorry Veronika, but your answer and your reasoning couldn't be more wrong. There are no rules that require Pipedrive to intervene in the communication and use of Pipedrive between the Pipedrive account owner and their customers. Otherwise, please list the specific legal text that forces Pipedrive to intervene here.

Why does Pipedrive think it has to do this but a large and strong competitor like Hubspot or Salesforce doesn't?

It would be nice if you and the Pipedrive team would finally take the multiple customer feedback seriously and remove this nonsensical reference.

Thank you for your understanding.

And many thanks to @Paul-Techy and @Frank Filippelli for bringing up the subject again.

Paul-Techy

Hello @Veronika Danielova

Thank you for commenting but I don't understand how this is mandatory.

I have not seen any other CRM vendor making this mandatory on their form builders.

Is it because of where Pipedrive's office / incorporation is situated? this is not a mandatory thing in Australia, a privacy note and or a tick box for subscribing is in most cases a standard.

Its just kind of odd to be on the bottom of the form.

Thanks

Frank Filippelli

So as you can see @Veronika Danielova we're not buying Pipedrive's crap! Do us all a favor, tell the bean counter sitting in the big chairs at Pipedrive HQ to put the AI nonsense on hold for a little while and have the developers focus on giving us a good Form experience first. The entire Form feature needs to be overhauled because, to be honest, that's the only reason I'm even paying an extra $40 a month for the lead booster package anyway. I just want a good Form building tool that's natively integrated with my CRM. It's not a lot to ask and most other CRMs already have it.

Paul-Techy

Hello @Veronika Danielova

Can you please provide an update on this thread.

Thanks

pipedriveuser2025

I agree. Other MUCH LARGER CRMs do not require this disclaimer. It should be left up to the customer to add this type of language in their own policies. This disclaimer discourages people from actually using the form. Please make this optional in the Web Forms configuration settings. Your legal team could just put a disclaimer on the configuration settings that tells the Pipedrive customer that they must include similar language on their page. If they do not, the customer is liable and not Pipedrive. Problem solved.

Manuel Oliveira

Hi @pipedriveuser2025 , according to our product team, the reason for the warning is to take precautions and prevent it from being exploited as a tool for scamming, such as capturing sensitive personal information. This is something a malicious actor could use web forms for, and we cannot prevent them from doing so.

That is why the team chose to play it safe for all Pipedrive users and go further than what’s required by law with this warning. You might also see a similar warning in other web form tools such as Google Forms.

Rene H

Hi @pipedriveuser2025

Thanks for flagging this! We discussed it with Manuel and the team and our current stance is that, while it's not legally obligatory to show the disclaimer and I agree it might look out of place in a number of forms, the risk of it being used for scams outweighs the other side of the argument.

If we'd live in a nicer world, I'd be happy to remove it based on all the points that have been made and that I agree with.

Also like Manuel mentioned above, probably the best known web form provider Goolge Forms has similar disclaimers, I'm sure they get a ton of similar requests and my guess is that they are not allowing to remove it for the same reasons as us.

Sorry to be the bearer of bad news!

-Rene from Pipedrive product team