I added a new field to a custom form. When I click the 'preview' button, it doesn't appear. When I click save, I see it on the form but when the form is used on a request, the field doesn't appear so it can be answered.
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It sounds like you have some display logic applied to that field causing it to only appear when a value in another field has been selected. When you click on the field in the custom form builder, does a display rule appear in the left hand side bar as demonstrated in the screen shot below?
Is there a section break in your custom form that appears above the field? If there is, there are two other things you could look into:
The only other thing you could try is to remove the field from the form and save it, and then re-add the field and see if that fixes the issue.
If none of these options work, then I would raise a ticket with support.