Two days ago I had a slight issue with the email connected to receive my Shopify Orders and messages from our Contact Us page. My mailbox was full causing emails to bounce back. This problem with my email was fixed promptly however since then I have been unable to receive any emails with my shopify orders nor am I receiving any emails that customers submit using the contact us page form.
This is a major problem especially as we get lots of emails on a daily basis.
Please, please can anyone assist?
Can anyone assist?
Hey, @MTS1 !
Could you try to send a test email notification to yourself to double-check these emails are bouncing? If the Test Notification button doesn’t result in an email being sent to the email address, remove the email address from the list of recipients, save and re-add the email to the list of recipients. To do this, you can go to Settings > Notifications in the admin:
- Scroll down to the Staff order notifications section
- Click the trash icon to delete any recipients that are not receiving notifications as expected
- 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 going forward they should work as normal.
If the above method doesn’t work out for you, our Technical team will need to take a closer look at your domain settings internally to see where the issue lies. I’d recommend the live chat service here as it offers the most instant response times! TO access the chat option, you can type in your question or the topic you need help with. After that, you will be provided with some guides that may resolve your issue for you, and it will also give you the option to speak to a Support Advisor if the guides aren’t what you’re looking for. You should see the ‘Contact Support’ link at the very bottom of the page once you’ve typed in your question.
Let me know how you get on!
Ava
Social Care | help.shopify.com
HI @Ava
Thank you for the reply, I have tried those steps as advised by someone on the online chat service however sadly it still doesn’t work.
I was told on Saturday that this needs to be passed to the technical department for further asistance but to date (Tuesady) no one has gotten back to me.
I am stuck and losing business through lost customer messages, I’m really desperate for a resolve.
Thanks for getting back to me here, @MTS1 !
I’m so sorry to hear it’s taking a little longer than usual for you to get a response from our team. We aim to respond to tickets in 1-3 business days depending on the complexity of the issue; so if your ticket was sent to the Technical team on Saturday, it can delay the process a little over the weekend. I’m sure you will hear back soon though! Today (Tuesday) would be day 2 of 3, so the team should be getting back to you later today or tomorrow. You can always respond to the team by replying to the email you already have open with them - this response will go straight to the Technical team!
I do wish I could help you out more here on this thread, but it does seem like this can only be resolved by our Technical team after they assess the internal settings of your domain. I’m sure this will be resolved for you soon!
Ava
Social Care | help.shopify.com