Shopify contact form submissions not coming to email account

Shopify contact form submissions not coming to email account

caitlinlworth
Visitor
1 0 0

All of a sudden the 'contact us' form submissions are not being received in the email account. I'm not using any plugins for this form, and it appears i have been receiving submissions fine until february 2023, and all of a sudden they have stopped coming through. I am still receiving online order notifications through the online store. The email account in the back of house in 'notifications' has not been changed.

 

Can you please help?

Reply 1 (1)

Kimi
Shopify Staff
1511 169 262

Hi, @caitlinlworth.

 

Do you remember if there was a third-party app, or custom coding, that was added to your store around the time that your contact form stopped working?

 

To troubleshoot any potential third-party interference, you can install a fresh copy of a Shopify theme so that you can test out your contact form in a fresh environment. To add a new theme, navigate to Online store > Themes > Scroll down to Popular free themes > click Add next to one of the available free themes. From there, you can click on the Ellipsis (...) > then click Preview, where you can test your store's contact form to see if your email address will receive the contact submission.

 

If the issues don't persist on the fresh theme, chances are a third-party app is interfering with how your contact form is meant to function.

 

If you need further help to look into your issues from here however, you can contact our team so that we can take a closer look at your account from our end. We aren't able to do this via the Community Forums, due to security reasons, but you can reach out to our support team via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our live support team will be able to assist you further from there.

Kimi | Social Care @ Shopify 
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