Discuss and resolve questions on Liquid, JavaScript, themes, sales channels, and site speed enhancements.
Hi, I've just done a test on my contact form and see that it's not working. This may have been broken for a long time, and now I'm scared I've missed out on many customer queries.
Can someone please advise how i get it to work again. I'm on paid plan.
Hey @nibbedcacao
That is not ideal! You would usually expect the contact form emails to come through OK. I can understand why you would be scared of missing customer queries.
Can you recall when the last contact form email you received was? Also, were you able to verify that the email account is in good working order, and can send/receive emails?
It would also be a good idea to check any spam/junk folders, just to make sure they are not ending up in there by accident.
Can you also confirm if you are receiving any other Shopify emails to that email address such as CSV exports, new order notifications, payout notifications, and staff account related emails?
Rick | Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog
Hi @Rick,
Not sure when was the last time it worked, maybe never.
Yes, email account is able to send/receive - am sending and receiving many emails a day.
Checked spam folders, can't see anything.
Not receiving order confirmations, payout notifications. But am receiving support related emails.
Hey @nibbedcacao
Thanks for getting back so quickly with that extra information. I appreciate the fact that you confirmed the email is working correctly, and that the relevant emails are not landing in the spam or junk folders.
The fact that you are not receiving any store related emails from us likely means we will need to take a closer look on our end to see what is happening to these emails. If you use this link here to contact our support team, we can authenticate you and do some troubleshooting (here on the Community Forums we have no account access).
Besides the contact us form, have you considered implementing any other methods of communication for customers? You could consider using a chat app such as Tidio. Also, having your social media links in the footer of your theme is a great idea if you haven't done so already, as it gives customers other means of contact and can increase trust in your brand.
Rick | Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog
This forum has a very extensive list to check too ..
https://community.shopify.com/c/shopify-discussions/contact-us-form-not-sending-email/td-p/742990
2m ago Learn the essential skills to navigate the Shopify admin with confidence. T...
By Shopify Feb 12, 2025Learn how to expand your operations internationally with Shopify Academy’s learning path...
By Shopify Feb 4, 2025Hey Community, happy February! Looking back to January, we kicked off the year with 8....
By JasonH Feb 3, 2025