Contact Form NOT Sending Info to My Email - Dawn Theme

Shopify Discussion

Topic summary

A Shopify store owner using the Dawn theme reports that their contact form isn’t delivering submissions to their email address (lon@theoncedeadartist.com), despite the email being correctly configured and receiving other store notifications like purchase confirmations.

Troubleshooting Steps Taken:

  • Verified email address is correct and checked all email folders
  • Confirmed no customizations were made to the contact page
  • Email is hosted outside Shopify (via cPanel)
  • SPF records were corrected by a programmer, which resolved other email delivery issues but not contact form submissions
  • Email deliverability test showed a 10/10 score

Recommended Solutions:

  • Test with a generic email address (Gmail, Outlook) to isolate whether the issue is with the email host
  • If generic email works, verify SPF records are properly configured per Shopify’s documentation
  • If issue persists, delete and recreate the contact page to rule out theme-related problems
  • Contact Shopify technical support or theme developer for further escalation

Status: The original poster acknowledged the guidance and planned to contact Shopify Help Center. A follow-up user (alex_p33) later asked about the ultimate fix, indicating they’re experiencing the same issue, but no resolution has been posted yet.

Summarized with AI on November 24. AI used: claude-sonnet-4-5-20250929.
1

I checked to make certain the email is correct and it is (unless I’m supposed to verify it somewhere else):

lon@theoncedeadartist.com
Shopify uses this to contact you

I also checked EVERY email folder and nothing has been sent.

https://www.TheOnceDeadArtist.com

Thanks again.

2

Hi Lonni! Lets see if we can narrow down the possible cause for this. I have some questions, if you could answer them that will really help!

  • Have you done any customizations or editing to the Contact us Page outside of the default template for it?
  • Is this email address setup as a forwarding address via your Shopify Domain settings, or is this email from a host outside of Shopify?
  • Are you receiving emails sent directly to that email address, outside the contact form?
  • Please try running a test using this external tool to see if your emails are being blocked for any reason: Email spam test.

Let me know!

1 Like
3
  1. No. As far as I know there have been zero customizations to the Contact Page.
  2. It is from a host outside of Shopify (Cpanel).
  3. Yes. I am receiving mails directly outside the contact form.
  4. Score 10/10
4

BTW, thank you so much for helping me Shay!

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5

Thank you for that confirmation @Lonni !

Next steps will be to try changing the contact email to something generic (@gmail, @outlook etc) to test and see if the email submits through the contact form.

If yes, then the issue is somewhere within the email host (most likely) and could be due to incorrect SPF records. Please ensure that your SPF records are correct and set up per our instructions in our Help Center: Setting up your email · Shopify Help Center. If you are able to confirm that those are correct then we will want to escalate this to our technical team for a closer look. Please reach out through our Help Center here to do so: Help Center - Contact Support.

If no, then we can narrow down the issue to a theme issue. Please delete and recreate the contact us page, test, and if the issue persists still, contact the theme developer for additional troubleshooting.

6

Yes. They are correct. I actually had a programmer set them up for me yesterday - just to make certain I was doing it correctly (I wasn’t - almost but that only counts in horseshoes). Anyway, he was able to make the corrections and, I immediately started receiving emails concerning purchases etc. through the site. But not through the Contact Form.

:slightly_smiling_face:

I’ll reach out to the Help Center! :slightly_smiling_face:

Thanks again, SO much!

Lon

PS: You wouldn’t happen to know how I can stop the ‘Chat’ option from appearing on my site would you? I’m not going to be around to chat with people but I will be able to contact them within 30 minutes if I receive an emailed question.

7

Hey @Lonni

I took a look at your store to see about the chat feature, but I wasn’t able to see one active. Looks like you were able to get that resolved! It sounds like you are still in the process of setting up your store, but I did notice an empty placeholder on the bottom of your product page template: Multi Colored Feather; TheOnceDeadArtist. You should be able to edit that spot or remove it from within the theme editor.

Your artwork is gorgeous by the way! Love it!

1 Like
8

Thank you so much Shay! I really appreciate it. Yes, I was able to get the Chat Feature figured out because you asked me to contact Shopify directly. It was very easy and painless.

Thanks for the notice on the Multi-Colored Feather! :slightly_smiling_face:

9

Lonni,

What was the ultimate fix for the contact us form not working? I’m running into the same issue. Is it code related or DNS related?

Thanks,

Alex