A merchant using Dawn 3.0 theme reports that their contact form submissions never reach their inbox, despite their Google-hosted email working normally for all other Shopify notifications including test emails. Email authentication with Shopify has been completed.
Troubleshooting attempted:
Current status: The issue persists after initial troubleshooting. Shopify support recommends creating a support ticket to investigate whether emails are being sent correctly or bouncing.
Community insights:
The discussion remains unresolved for the original poster, with the recommendation to escalate to Shopify’s technical support team.
Hi there,
Our contact form on our website does not deliver emails to us. Our email address otherwise receives emails just fine. I reached out to Shopify Help and they said to authenticate our email with them. That has been done, and still we do not receive emails.
Could it be something with our code? We are using Dawn 3.0.
Thank you!
Hi, @tayloralexandra .
Thanks for reaching out!
I understand you’ve already communicated with our Support team to authenticate the email address.
Could you please provide a timeline of when you first experienced the issue of not receiving emails via your Contact Form? For further context could you also advise how you’ve created this contact form or if you’re using a third-party app?
In regards to not receiving emails, who is the host for your email and have you tried contacting the email host directly?
First, could you try navigating to your Shopify admin, Settings > Notifications section and scroll down to Staff order notifications. Next to the email affected, click Send test notification. If you’re still not able to receive an email after sending a test notification then please follow the steps below to remove and re-add the same email address.
Remove and re-add email address:
From your Shopify admin, head to Settings > Notifications.
Scroll down to the Staff order notifications section.
Click the trash icon to delete any recipients that are not receiving notifications as expected. (You may need to scroll right to make the changes to remove or disable the staff notifications.)
Click the Add recipient button and re-add the same email address.
Make sure to Save changes.
This should trigger the proper creation of these notification subscriptions and should send through Courier as normal.
Please let us know if you’re still experiencing the same issue after following the above steps and contacting your email host. I’ll be happy to take a closer look or point you in the direction of the appropriate team.
We have never been able to receive emails from the form. The Contact page was included in the Dawn 3.0 template we’re using. I did not edit anything on the page or in the code.
The host is Google. No, we have not contacted them because the email otherwise works for everything and receives all other emails from Shopify, including the “test email” staff notification. After deleting the entry and re-adding it, the Shopify notification still works.
However, the contact form does not. No email has ever been received by way of the contact form.
Thank you for providing that information and trying the troubleshooting steps above.
The next step would be to contact our Support team as we’ll need to look into your account further to see if emails are being sent to the correct address and if any emails are being bounced. You can create a support ticket via our help center so that our team can troubleshoot further.
@tayloralexandra , I’d also like to learn more about what kind of online business you have and how you started.
Looking forward to hearing from you!
for years, so many customers have same issues （can be googled on the internet): Message from Contact From can reach the mail box while normal emails are fine. I believe this is from Shopify side!
No Shawnx, there is alot that needs to be setup correctly for a third party ( shopify ) to use your domain and send email ( contact form ).
Otherwise everyone would be spamming everyone using other people @emails. Have a look a common problems and solutions here ..
https://community.shopify.com/c/shopify-discussions/contact-us-form-not-sending-email/td-p/742990
Hi I am super late to the party but just had the same issue. I figured out that the contact form submission goes to our mail. However we must select the All mail option instead of inbox. It is not in the junk mail. Once you go to all mail category, you must categorize the sender. It will then move all emails to inbox automatically. If you are using an iPhone, you would slide left on the email, press more, select categorize sender, and place in inbox or primary. I hope this helps. I will also post the link to my new business. I would appreciate any support https://seekingthekingdom.myshopify.com. Have a blessed day!