Why are we not receiving emails from our online store?

Technical Q&A
1

Dear,

For a while we no longer receive emails from our shopify store (rochesterkitchen.myshopify.com/). So we no longer receive the contact forms on which we receive questions from our customers. Also in our spam box we can’t see any emails from our shop.

Our mail provider is Gsuite. Can you help us?

2

Hello there,

Welcome to Shopify.

From time to time, email addresses can be placed on suppression lists. This happens when the address has previously returned an error and resulted in a bounced email, it may be added to the list. Whenever an email from Shopify is attempted to be sent to an address on this list, it will automatically be dropped by our email service.

This can be resolved by the Shopify Support Team. In order to do so, Please reach out through live chat, email, or callback. Please visit Shopify Help Center and log in to your account to create a support request. Once you have logged in, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’ and then click ‘Continue.’

From there, the team can get to work on resolving this right away. If you have any questions about that, please let me know.

Best regards

Marie-claire,

Return Prime.

1 Like
3

Hi, @MartijnV595 .

Welcome to the Shopify Community and thanks for sharing your question here.

I understand that you’re not receiving emails from your contact forms and no emails have been located in your spam folder from your store.

I would like to advise that Contact form submissions are sent to the Sender Email under Settings > Store details, not the Store Contact Email. Please ensure you’re checking the correct email address. You can find more information on our contact form submission resource.

As @ReturnPrime has mentioned, your email address may have been placed on a suppression list. However, I’d like to further troubleshoot by sharing steps to send a test notification. By following these steps, it should trigger the proper creation of these notification subscriptions, and going forward the emails should send through courier as normal.

How to send a test notification:

  • In your admin, go 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

Please let us know if the above troubleshooting steps have helped narrow down or resolve the issue. Looking forward to hearing back.

4

Hello,

I did all this.
But we can’t receive any emails yet with our contactform.
The email adres that we use for our contactforms is
[email removed]

Can you help us out?

5

Thank you for following up on the thread here, @MartijnV595 .

We appreciate you trying the above troubleshooting steps to test your Notifications. We may need to take a closer look at your Settings > Notifications section and notification logs to identify where the issue is coming from.

If you could please create a support request through the Shopify Help Center, log in to your store, and follow the prompts to contact our team.