Contact Us Form Not Sending Email

[monde]

Hello!

I have set Contact Us page with the page.contact template. I have a form that seems to function, at least to the user as you can fill it in and hit the Submit button (you get a 'successfully submitted' message on the screen).

However the email does not sent, I have tried several times. Also deleting and creating the page again.

All my settings seem to be correct, the Customer email properly set too.

Please someone help me! Thank you 🙂

[Singhui]

Hi,

I have the same issue too.  I am unable to receive the emails from the contact us bar you see at the bottom of my page. 

I have already done the following -> Admin -> Settings -> General and ensure the email under store contact and customer email are correct. Please help

Thanks.

Regards,

S

[GCWebTeam · Accepted solution]

Hi everyone,

Are your stores currently on a paid shopify plan? I've worked on a few stores that the 'subscribe' and 'contact-us' page came up with the same 404 error currently on hellowcircus.com.

The problem solved itself once the store was out of development mode and onto a paid shopify plan.

[juliomilanes]

Hi all,

The email contact is not working and I only found out because one of my customers was offended that I never returned their email. In addition the buying process did not work as well... It is embarrassing and you have to jump through hoops now for help with shopify. What happened to your awesome customer service?

Please help,

Julio

my page is timeriderdesigns.myshopify.com

[Levi5]

I have this same problem. My contact form worked perfectly for years. Yes I have been a paid plan for all of those 4 years. No idea why it would stop. I have checked with my e-mail host and everything is working there otherwise. Please help

[kfrasertextiles]

I'm also in the same boat.

I've removed the contact us template but am worried that I've missed loads of customer enquiuries before I noticed the problem.

Does anyone know if there's any way to retrieve these lost emails?

[bne001]

Hey Dan,

I have a shopify site that has been on a paid plan for over 2 years. 

We use a modified contact form to receive service requests from our customers.

It has been working with no issue for most of 2020. 

In the later stages of 2020 we noticed customers were calling saying they had used the form but not received any reply. This has become more common in 2021.

From the other posts in this thread it seems it is more of an issue with shopify not the contact forms.....

[GCWebTeam]

your store url and i'll have a look now

[bne001]

Hey Dan,

www.solasport.com.au

I just tried an inquiry myself and it came in to our inbox almost instantly. So it appears not to be consistant.

The link to the form that gets the most use and where we have received reports of inquires not received is below.

https://solasport.com.au/pages/dealer-bookings

Thanks!

[GCWebTeam]

the email FROM the contact form, what is the FROM address ?

or email me directly would be better / private / stop spammers here collecting it....

[GCWebTeam]

because if the FROM address of the contact form email to you is

xxxx@solasport.com.au

your current domain settings, TXT records are

v=spf1 include:spf.protection.outlook.com ip4:202.86.211.121 ip4:203.24.148.133 -all

which EXCLUDES shopify from sending emails with that domain, = email wiped / deleted before delivery.

make the TXT record

v=spf1 a include:spf.protection.outlook.com ip4:202.86.211.121 ip4:203.24.148.133 -all

-- added the letter a

which denotes the A record is a valid sender for emails for that domain too, the A record is shopify !!

otherwise change -all  to ~all  and dont be so strict of WHO can send email from your domain

🙂

[Eidi]

Hello Dan,

i have the same problem.

I made the domain settings, as previously described. But it did not work. What else can it be?

[GCWebTeam]

whats your store URL?

[Eidi]

www.bettho.com

[ASweetRide]

Hi there...

We have the same issue that seemed to have appeared a few weeks ago. Everything worked fine before.

Emails from the Contact Form page, AND emails from the pop-up windows say Sent... but nothing arrives. Receving emails are working fine.

Store is: https://asweetridecalledclyde.com/

Thanks

[Santos_miles]

firstly you tried on designing your store, you did a great job 

[GCWebTeam]

Sweet Ride called Clyde, DM me or reach out to my webpage in my signature

[bne001]

Thanks for the reply Dan, I have spoken to our domain controller who has confirmed that is the issue.

To avoid spam we will create a workaround using an external domain for "sender" email.

[GCWebTeam]

Eidi,  have a look at your zoho settings / firewall. Login to zoho >> email  or ask zoho support

[Eidi]

Dan, I sent an email to Zoho support and they asked me for the server logs along with their connecting IP address. You can send me?

[Diana_Rammell]

Hi Dan,  I'm hijacking this thread in hopes to get your help with the same issue for my store?

[GCWebTeam]

whats your store url Diana ?

[RT2015]

Ignore this.

[GCWebTeam]

Diana,

google is your email service provider, so they are super fussy about ppl using their domains as spam.

Login to your DOMAIN NAME
add the DNS  

TXT record
v=spf1 a mx include:_spf.google.com ~all

[Lolo_Racks_USA]

I'm having the same issue with my site (loloracks.com). Shopifys default contact form didn't work so i added nerdy form app and still not receiving emails from the contact form.

[SITB]

Hey Dan,

Having the same issue. 
here are the DNS overview of everyday-australia.com and the issue of no emails going thru from Shopify website to the inbox of info@everyday-australia.com. 

can you advise where the issue is ?

 

[GCWebTeam]

Thanks SITB, I have contacted you directly in your case

[SITB]

thanks @GCWebTeam please send to somethingintheblack@gmail.com or reply thru Shopify.

[GCWebTeam]

Some people are finding that their domain host ( the company they bought the domain thru ) does not support adding a TXT record to their domain 'unless they upgrade their service to web-hosting' 🤦🏼. In this case ask for the transfer authorization, or EPP code for your domain and go with a better domain registrar!

Just google one that accepts TXT records. Only re-sellers of re-sellers and tiny registrar companies do this. You are likely paying too much for the URL anyway if you are with one of these.💰

Haven't seen a contact form that I can't get working with shopifys standard contact form page👍. No need to load third party apps or use Gmail redirects or the like. Some themes have rubbishly coded backends, even they can work. Some websites have more problems than others.

This thread will cover 90% of problems and solve them. Shopify store themes are not a problem. ⭐️ Still stuck ? ⭐️ Msg me ⭐️

[zayy]

Hi, I'm having the same issue and I've tried all the suggestions you posted but it still isn't working. My URL is https://www.twentieschi.com/ . Please help

[GCWebTeam]

Sure, in your case, delete all the red v=spf1, yes all of them. Then add one record that is

v=spf1 a mx include:_spf.google.com include:shops.shopify.com ~all

FB might be smart enough to auto tag faces and friends in pictures, but DNS still can only can read ONE v=spf1 record to follow, not 4  🙂

 

Make the change and PM me back in a few hours   🙂

[zayy]

unfortunately I'm unable to delete TXT records. There's no option to edit or delete the TXT records and I'm unsure what to do now 

[GCWebTeam]

PM or eml me, there is no use publically displaying all the messages back n forth in your individual extreme case that no-one but your website will find useful.   🙂

[mymalagarden]

Hi! I´m having problems with my contact form as many other people. 

Could you please help me? My website is: https://mymalagarden.com/

Kind regards,

Sandra

[GCWebTeam]

replied via msg, unique setup

[gracenicoll]

@GCWebTeam Hi, I'm having trouble managing my DNS in Google. I click manage domains but don't have the option for DNS settings. I read through all of your replies and can't seem to access what I need to in order to get my contact form to work. My domain is hrkcustoms.com

[gracenicoll]

Actually, I found all the info in Shopify and followed your instructions but it's still not working. Messaged you!

[GCWebTeam]

This forum would cover 90% ish of problems, but a million things can go wrong. I have replied for your individual case, displaying here wouldn't help anybody.

[JennaPaige_7]

Hi Dan ! I have been reading through this forum - I am having this same issue my contact form not sending me emails. Can you

www.jennapaige.net.co

desperate to get it fixed

Kindest

[GCWebTeam]

msg me Jenna, your website is not a normal setup and would not benefit the community posting publically.  🙂

[Diana_Rammell]

raspberrycreekfabrics.com

[GCWebTeam]

yes, diana, edit the DNS TXT record, you are missing the a mx. This means that SHopify then has permission to send as @raspberrycreekfabrics.com

Login to your DOMAIN NAME

add the DNS TXT record

v=spf1 a mx include:_spf.google.com ~all

smash that like button if these helped everyone.

🙂

[brando2]

Hi Dan, 

Having the same issue. https://www.flowzastream.com/

Everything works with the contact form. Everything is setup properly on Zoho. I have another store setup the same way and it is working just fine, but for this store I cannot receive customer messages from the contact form.

My theme is a free one on the store I am having trouble with but that should not be an issue right?

[Sofia-DoorBowCO]

Hi Dan - I am also having the same issue.  Even though Shopify hosts my domain.  Web address is www.doorbowco.com and email is info@doorbowco.com - any chance you can help please? thanks!

[jyaffa]

I also have this problem. I am not receiving emails from customers via my contact me page.  A customer tracked me down on instagram to let me know.  And now when I try to send an email through the form it doesn't work.  What can I do?  www.jyaffa.com

[GCWebTeam]

Hi Jyaffa,

This has been covered previously here already.

google is your email service provider, so they are super fussy about ppl using their domains as spam.

Login to your DOMAIN NAME
add the DNS

TXT record
v=spf1 a mx include:_spf.google.com ~all

which should have been done when you setup google as per

https://support.google.com/a/answer/2716802?hl=en

smash the likes or reach out if you have any Shopofy needs

🙂

[jyaffa]

Does that take time to go into effect?  Because it doesn't seem to be working.

[kessistef]

Can you help me? Klaviyo mails landing into spam and i don't receive any mails from my contact form what can i do? 😕

[GCWebTeam]

Read the whole discussion and implement all the changes as directed here. Its mostly non-shopify related, your domain changes ( DNS ).

After that, leave me your URL to have a look or PM me.

[n_bcn]

Hello, 

I have read through the posts and followed the above steps but it does not seem to have made a difference. Could anyone help?

My store is here.

Thank you

[SimonTronik]

Same issue, DNS settings were changed yesterday as per previous post's recommendations, but issues still occuring.

Email is definitely the issue though as replacing the store's usual email with my own personal one makes it work flawlessly.

The store is at bijouled.co.uk

[GCWebTeam]

No Simon, you haven't

currently you have

TXT Records

• ~all v=spf1 include:shops.shopify.com ~all

and from the prev posts here you should have for google email servers

TXT record
v=spf1 a mx include:_spf.google.com ~all

update that and w8 for it to get around the world

for every1, a quick way to check you domain settings is

http://auditdns.net/?domain=bijouled.co.uk

and you can see the TXT record setup  ( obviously change the URL you want to see )

🙂

[SimonTronik]

Sorry, i did have it set as the google one, but was still having issues.
Having spoken to Shopify support, they recommended this TXT value, and also
noted that the email was being suppressed by their servers due to previous
bounce-backs. I've just now tested the contact form again, and i'm happy to
say it's working again.

For anyone who the google TXT record isn't working for, this Shopify one
may be worth a try.
Name: @
TXT Value: v=spf1 include:shops.shopify.com ~all

Your results may vary, but it's worked for me.
Thanks GCWebTeam for pointing me in the right direction though, your help
is much appreciated.

[GCWebTeam]

" also noted that the email was being suppressed by their servers due to previous
bounce-backs"

- Ha, thats good to know, even after every1 fixes it they need to contact shopify @ support to get back on Santas Nice list

🙂

[tapigotapioca]

Hello Dan, 

I am having a similar issue on my website. I cannot even receive shopping notification emails! Shopify support wasnt able to help... Can you help?

www.tapigotapioca.com

[Kōena]

Update #2: 
Problem resolved. The error was caused by Shopify. Support fixed it. 
The info__at__koenabeauty.com email address was on their suppression list - probably due to an issue in the past that created irregular results. 
Happy, that everything works now, but still irritated, that there is no pro-active information about this.  

Update #1: 
Just figured out that Sender E-Mail: lina__at__koenabeauty.com  works while info__at__ koenabeauty.com does NOT work...
Could that be an issue with Microsoft Exchange? Lina is the primary account address, but info is entered as alternative e-mail address and I can send / received e-mails via Outlook from both aliases. 

@tapigotapioca : looks like you also use Microsoft Exchange for your e-mail address. Have you been able to fix the issue? My web forms have worked in the past 100% (I've tested them)... now, I find out by accident that they do not work anymore. 

@GCWebTeam : do you have any other suggestions? I've added all kinds of "include: google / shopify / ..." and "mx a" records, but contact forms will still not work. No errors, but no e-mails either. 

This is the domain with one of the non-working contact forms: 

https://koenabeauty.com/pages/book-me

It is SO frustrating and I wonder what I have missed that caused this issue. Not sure for how many days, weeks, months people cannot reach me via these forms. Horrible! 

[tapigotapioca]

Hello Koena, I am glad support was able to fix that for you. I did not have the same luck as they blamed outlook for error. I removed the contact forms from the website. I hope they could help me as they did for you.  

[made4Uo]

Seems like people are having trouble with emails. Why not create a contact form which directly goes to you email. The contact form will have product title and SKU. Some website charge for this.  You don't have to install an up or sign up for subscription. It is FREE. Just check this link

[Frankcw]

I'm having the same problem. I don't get a message when someone sends a message via the form. Paid store set up for years.

www.jewelryholdersforyou.com

Hopefully Dan is still around

[jwu703]

My email on contact us page has randomly stopped working. No changes to code. Anyone know whats going on?

[made4Uo]

That is the main reason why I did not want to directly use my google email with shopify. Don't want to mess up with Google.  I use EmailJS. They have a free 200 emails per month. If you go over 200, then you have to pay subscription. If you need help in setting up your emailJS, here's the link. There is also another way to create a contact form. Check this video. 

Note: I don't work, nor earn anything from EmailJS

[meeeeeee]

You are correct. This does work! I switched emails and contact form started working 

[ebonyshop]

Thanks this was the issue for me.  DNS was fine, they took a look and found the suppression, took them a couple of looks, but that was the solution.  They removed it and a second later the form was working.

[GCWebTeam]

Yes, once you fix the DNS problems, you need to contact Shopify to get them to remove you from the "supression list". Stores get on the "supression list" if their DNS is setup wrongly, and sent emails from shopify ( contact form ) keep bouncing back ( because poor DNS settings ), so Shopify adds the store to the list and stops sending altogether. But they dont notify the store !!

Then you sometimes need to be very lucky to find a Shopify support chat operator who even knows what a "supression list" is, let alone try to remove you from it. Try 2-3 times if you have to, be patient.

🙂

[TimMapa]

Hey Dan @GCWebTeam , You are the MAN!! 

Thanks heaps for guiding us through to success on this! finally, it worked for us! you are an Absolute Legend! 😇

To those who keep scrolling, here is your man! look no further if you need help with Shopify.

Wish you all the very best everyone!

Cheers from the other end of the world... 🌏

Tim

[Copz]

Hello Dan,

Can you help me? our shopify store is lostinparadisestore.com and we had this problem from 2021, but no one noticed it. Been going back and forth checking DNS and google workspace setting...all set and go, but the form keep not sending any email to our inbox.

Regards,

Copz

*UPDATE : already solved...I ask the Shopify support to check the Supression List..and its working!!! thx u Dan!!!

[Beeser]

Hi 

This is just a possible solution for people with google workspace.

Google workspace support said to use this email address as a work around assuming you have done most of the things in  google admin toolbox...

So put this email address info@_______.com.test-google-a.com instead of the normal workspace email address in to the shopify admin.

The contact form worked for me then straight away..

[Danielle1124]

Hi Friend - I tried both TXT records, neither are working. My domain was purchased through shopify, but my email is hosted on GSuite. So confused! www.styledaf.com

[aziz123]

Hi Dna,

I am having the same issue, i tried to upload v=spf1 include:_spf.google.com ~all as TXT in DNS settings. I am still not getting emails from the contact form.

[GCWebTeam]

Hi all,

Most of the time its not Shopify settings, its the way your domain is setup and the email provider you are using. eg if you use Godaddy for the domain ( the ppl you bought the domain from ) and use google ( gmail ) for the email then all the DNS settings need to be correct so the contact from ( shopify ) has permissions to SEND emails using your domain name ( from the contact form ), and not being marked as SPAM and being deleted / ignored. 

Using third party forms/apps send the form and details to them first ( and if you use an app also sends all your customer data, store data to them too ) will work too. But the webpage form load time is increased since the from has to load from third parties - conclusion - risky and not private and slow. Free? haha, they sell your data gathered about your store. Do you really want unknown third parties reading all your messages? You might not mind, but your customers might.

If you find that the contact form was working for years, now suddently stopped working, 100% your email provider ( eg gmail ) has added more spam filters and because you never setup the DNS properly, contact form messages being sent are marked as spam ( deleted ) or Shopify is not authorised to send email as your domain.

100% google and Shopify work together, thats just FUD that "i'm afraid that it will break my gmail"  lol

Finally, in some cases, even when you have setup your email to work with Shopify, your email provider ( gmail, zoho etc ) may have seen Shopify trying to send forms for a while and BLOCKED SHOPIFY. Once you have setup correctly, you need to contact the email provider to UNBLOCK Shopify from sending, or whitelist Shopify servers.

Lastly, in very few cases, after all this is setup well, please check the messages aren't going to your SPAM folder in your office365, macmail or whatever. LOL, thats the easiest problem to fix !!!

This thread will fix 80% of dramas,

===============

>>>>>   TLDR  <<<<<

===============

PM me or hit me up at the webpage in my signature and I'll have a look. But I am not shopify support and need to pay bills too ( so dont ask for free ). Happy to help with all things Shopify with your store too.

🙂

[Jaxet]

Having the same issue.  https://jaxet.com/pages/contact  

The form sends email to some other domain, but not to @Jaxet.com 

The CNAME etc are set correct on the domain side.