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Rising Star I
drew
Rising Star I
Oct 30, 2026 1:37 PM UTC
Question

EA Self-service form does not display account phone numbers

I created a self-service form for members to update their contact information, including their telephone numbers and SMS opt-in status. The existing telephone numbers don’t display and do not get recorded when added. Address changes are recorded. What am I doing wrong?

2 replies

Rebekah Eslao
Rebekah Eslao
Community Manager
Oct 30, 2026 6:39 PM UTC

Hi @drew! The problem is most likely how the phone inputs are mapped. Could you try to check on these to find out what might went wrong?

  1. Confirm the phone inputs map to the standard fields. - Online Actions phone inputs are Home Phone, Cell Phone, and Work Phone. Home Phone saves as Phone Type Personal with Device Type Unknown, Cell Phone as Personal with Device Type Cell, and Work Phone as Work. If your custom fields don’t map to these, the numbers may not save or may not display.
  2. Test with a new contact and a single phone number- Submit the form, then check the contact record. If the number still doesn’t appear, look at the record’s All Details Phones section, since that view shows the full phone data.
  3. Compare against a working form. - If you have an existing form that saves phones correctly, compare its field mappings line by line.

 

If the mappings look right and the numbers still don’t save, contact Support at ea-help@bonterratech.com. Hope this helps!

 

 

Rebekah at Bonterra
Rising Star I
drewAuthor
Rising Star I
Oct 30, 2026 7:25 PM UTC

The only way I can add fields to this self-service form is by checking the boxes next to the fields on the Build Page tab, Contact Info section. There are no custom field options. These fields don’t populate with the existing data from the phone fields and adding/saving new data shows Saved popup but nothing is actually updated. I have forms that will add phone records, but these aren’t self-service. 

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