Hi, I had a customer reach out and said she has emailed me 3x with no response. I have not received the emails, so I had someone send me a test email and it did not arrive in my inbox or spam folder. I have the correct email in my store details contact info and I am stumped and a bit irritated as to why I stopped receiving customer emails via the contact form. I receive email notifications from Shopify + Printful when an order is submitted, but not if someone emails me from the contact form on my website. Anyone out there having this issue? Can any one help? I spent an hour on Shopify chat without a resolution, so in the meantime, I have my email within the body of text on my contact page.
@highwestwild Please contact to shopify team/help.
Hi @highwestwild ,
Thanks for reaching out!
Are you using a third-party app to control your store’s contact form? Or do you perhaps have a third-party email app installed on your store?
If so, you can try to disable the app’s features if it’s available to do so within the app to see if the issue will be fixed. You can also try and install a fresh copy of a Shopify theme by going to Online store > Themes > Explore free themes and select a theme to add to your library. From there, click on Actions > Preview, and you can then test your store’s contact form to see if your email address will receive the contact form submission.
If the issues don’t persist on the fresh theme, a third-party app is likely to interfere with how your contact form is meant to function. If you or a developer working on your store have recently made any code changes to your theme, the newly added code may also cause this issue.
Are you using a custom email address that is connected to your domain? Where is your custom email being hosted? You can double-check to see if you’re receiving other email communications in your mailbox, to see if your email address is functioning as intended. You can also see if your email address has been set up correctly to receive emails.
If you need further help in looking into your issues, you can contact our Advisors team so that we can take a closer look at your account from our end. We cannot do this via the Community for privacy and security reasons, but you can reach out to our team via our help center here. Once you’ve logged in to your store on our help center, select the topic you need help with. After that, you should see the Get Support section at the very bottom of the page, and you can select your preferred method of communication. From there, our support team can assist with your query further.
Hi Iris,
I am using Google for my domain + custom email, but when I go select my domain in settings then click on my domain, there is no further options for email forwarding so I can switch to email hosting. I did have someone help optimize my site + help with Google analytics and SEO. Yesterday I saw that my domain was no longer authenticated, so I resubmitted it and it appears to have been approved because the “pending” notification is no longer there. Should I reach out to a Shopify Expert to check my code? I don’t know anything about coding or how to check if something is missing. Thanks for your reply.