I’m quite concerned about the support responsiveness. I emailed almost 24 hours ago regarding an issue, but I haven’t received any acknowledgement or confirmation that my request was received, let alone an actual response.
For a SaaS product, especially when an issue is preventing implementation, I would expect at least an acknowledgement within a reasonable timeframe.
Can the DeftForm team...
Founder Team
andreas_ivymayhem
Aug 29, 2026
A: Hi there,
I can see how a 24-hour turnaround felt slow, and I understand the frustration.
We're a small team based in Germany, so replies can occasionally take a bit longer, especially across time zones.
One quick tip: using our ticket system usually gets you a faster response than email. I think I replied to your email earlier today, it was about webhooks, right?
I’m considering your AppSumo lifetime plan. Could you please confirm:
Do you use the 2021 EU SCCs despite the DPA referencing 2010? Which subprocessors and AI providers can access responses? Are minors’ and health data covered? How quickly are deleted responses removed from backups and subprocessors? Does eSignature include a verifiable audit trail? Is Deftform itself ISO 27001 or SOC 2 certified?
Q: How do I see payment status in my responses export for payment-enabled forms? I only see “Paid” on the dashboard.
I don't see paid indicated in my response export. I emailed support a few days ago and have not received a response.
Founder Team
andreas_ivymayhem
Aug 19, 2026
A: Hi there,
We currently don't expose this information when exporting responses. It's also not part of webhook payloads or syncs to external services like Google Sheets or Airtable.
To be honest, that was an oversight on our part. I added this to our internal todo list and it will be available once the next update is deployed, likely later this month.
Q: HTML in e-mail editor and hidden fields in response
Hi, I have made my first form. Even though I had to use some css, it was a positive experience after overcoming the learning curve.
Is it correct that we can't use HTML in the e-mail field under the After Submit heading?
Also, it is annoying that when you include responded fields ine the e-mail under After Submit, these e-mails include hidden fields. I wish those two things would be changed, or that I get an explanation how to overcome these obstacles.
Thanks, Per
Founder Team
andreas_ivymayhem
Aug 23, 2026
A: Thanks for your patience.
If you refer to the "Completion heading" field, then this is only for screen readers anyway. And single input fields, like a subject line, don't support HTML anyway.
As for your second point regarding hidden fields being visible, that's something we will add a toggle for soon. I understand that some customers use those fields for tracking data or internal things, so...
Thanks for your reply. I want to do HTML in the "Email confirmation message" in the "Form settings" "After submit". At the moment we only have H1, H2, H3, B etc.
Good to hear about the toggle. I use a lot of hidden fields, and a toggle would solve my problem, I believe.
I can see reCaptcha in the dropdown along with ALTCHA and Turnstile at the workspace level, but I can't find the option to enter the site and secret keys. Could you help me with this, please?
Founder Team
andreas_ivymayhem
Aug 13, 2026
A: Hi there,
That's really more a question for our direct support channel, not via AppSumo comments. :) Anyway, you don't need dedicated keys for Google reCAPTCHA. It's covered on our end.
Have deployed our first form on Deftform. Delay in the client confirming their id due to timezone differences. Very happy with what I have seen so far. Will post a review soon.
Q: What is the expected Support response time?
I’m quite concerned about the support responsiveness. I emailed almost 24 hours ago regarding an issue, but I haven’t received any acknowledgement or confirmation that my request was received, let alone an actual response.
For a SaaS product, especially when an issue is preventing implementation, I would expect at least an acknowledgement within a reasonable timeframe.
Can the DeftForm team...
andreas_ivymayhem
Aug 29, 2026A: Hi there,
I can see how a 24-hour turnaround felt slow, and I understand the frustration.
We're a small team based in Germany, so replies can occasionally take a bit longer, especially across time zones.
One quick tip: using our ticket system usually gets you a faster response than email. I think I replied to your email earlier today, it was about webhooks, right?
Share Deftform
Q: GDPR questions
Hi Deftform team,
I’m considering your AppSumo lifetime plan. Could you please confirm:
Do you use the 2021 EU SCCs despite the DPA referencing 2010?
Which subprocessors and AI providers can access responses?
Are minors’ and health data covered?
How quickly are deleted responses removed from backups and subprocessors?
Does eSignature include a verifiable audit trail?
Is Deftform itself ISO 27001 or SOC 2 certified?
Thanks!
Share Deftform
Q: How do I see payment status in my responses export for payment-enabled forms? I only see “Paid” on the dashboard.
I don't see paid indicated in my response export. I emailed support a few days ago and have not received a response.
andreas_ivymayhem
Aug 19, 2026A: Hi there,
We currently don't expose this information when exporting responses. It's also not part of webhook payloads or syncs to external services like Google Sheets or Airtable.
To be honest, that was an oversight on our part. I added this to our internal todo list and it will be available once the next update is deployed, likely later this month.
Thanks for bringing this to our attention.
Share Deftform
Q: HTML in e-mail editor and hidden fields in response
Hi,
I have made my first form. Even though I had to use some css, it was a positive experience after overcoming the learning curve.
Is it correct that we can't use HTML in the e-mail field under the After Submit heading?
Also, it is annoying that when you include responded fields ine the e-mail under After Submit, these e-mails include hidden fields. I wish those two things would be changed, or that I get an explanation how to overcome these obstacles.
Thanks,
Per
andreas_ivymayhem
Aug 23, 2026A: Thanks for your patience.
If you refer to the "Completion heading" field, then this is only for screen readers anyway. And single input fields, like a subject line, don't support HTML anyway.
As for your second point regarding hidden fields being visible, that's something we will add a toggle for soon. I understand that some customers use those fields for tracking data or internal things, so...
Share Deftform
andreas_ivymayhem?
Hi Andreas,
Thanks for your reply. I want to do HTML in the "Email confirmation message" in the "Form settings" "After submit". At the moment we only have H1, H2, H3, B etc.
Good to hear about the toggle. I use a lot of hidden fields, and a toggle would solve my problem, I believe.
Thanks,
Per
Q: Configuring reCaptcha keys.
I can see reCaptcha in the dropdown along with ALTCHA and Turnstile at the workspace level, but I can't find the option to enter the site and secret keys. Could you help me with this, please?
andreas_ivymayhem
Aug 13, 2026A: Hi there,
That's really more a question for our direct support channel, not via AppSumo comments. :) Anyway, you don't need dedicated keys for Google reCAPTCHA. It's covered on our end.
Share Deftform
Verified purchaser
Thank you for the response. I looked at the documentation and then came here. Appreciate you replying here. :-)
Verified purchaser
Have deployed our first form on Deftform. Delay in the client confirming their id due to timezone differences. Very happy with what I have seen so far. Will post a review soon.