Why is my contact form not sending emails?

Shopify Discussion

Topic summary

Store owners report contact forms appearing to submit successfully but emails not arriving. The issue stems from multiple causes requiring different solutions:

Primary Technical Causes:

  • Incorrect SPF (Sender Policy Framework) records in DNS settings preventing Shopify from sending emails using the store’s domain
  • Stores being placed on Shopify’s “suppression list” after repeated email bouncebacks
  • Email providers (Gmail, Outlook, etc.) blocking or filtering Shopify-sent emails as spam

Recommended Solutions:

  1. Update DNS TXT records to include Shopify authorization:
    • For Gmail: v=spf1 a mx include:_spf.google.com include:shops.shopify.com ~all
    • For Outlook: v=spf1 a mx include:spf.protection.outlook.com include:shops.shopify.com ~all
  2. Ensure only ONE SPF record exists (multiple records cause conflicts)
  3. Wait 48 hours for DNS propagation after changes
  4. Contact Shopify support via chat to request removal from suppression list if emails still don’t arrive
  5. Verify emails aren’t landing in spam folders

Key Points:

  • The issue is typically NOT Shopify’s fault but rather domain/email provider configuration
  • Stores on development/trial plans may experience different behavior than paid plans
  • Some users successfully resolved issues by using alternative sender email addresses or third-party form apps, though these have privacy/speed tradeoffs
Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

Hello!

I have set Contact Us page with the page.contact template. I have a form that seems to function, at least to the user as you can fill it in and hit the Submit button (you get a ‘successfully submitted’ message on the screen).

However the email does not sent, I have tried several times. Also deleting and creating the page again.

All my settings seem to be correct, the Customer email properly set too.

Please someone help me! Thank you :slightly_smiling_face:

2 Likes
2

Hi,

I have the same issue too. I am unable to receive the emails from the contact us bar you see at the bottom of my page.

I have already done the following → Admin → Settings → General and ensure the email under store contact and customer email are correct. Please help

Contact us not working.png
Contact us not working.png1920×1080 271 KB

Thanks.

Regards,

S

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3

Hi everyone,

Are your stores currently on a paid shopify plan? I’ve worked on a few stores that the ‘subscribe’ and ‘contact-us’ page came up with the same 404 error currently on hellowcircus.com.

The problem solved itself once the store was out of development mode and onto a paid shopify plan.

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4

Hi all,

The email contact is not working and I only found out because one of my customers was offended that I never returned their email. In addition the buying process did not work as well… It is embarrassing and you have to jump through hoops now for help with shopify. What happened to your awesome customer service?

Please help,

Julio

my page is timeriderdesigns.myshopify.com

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5

I have this same problem. My contact form worked perfectly for years. Yes I have been a paid plan for all of those 4 years. No idea why it would stop. I have checked with my e-mail host and everything is working there otherwise. Please help

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6

I’m also in the same boat.

I’ve removed the contact us template but am worried that I’ve missed loads of customer enquiuries before I noticed the problem.

Does anyone know if there’s any way to retrieve these lost emails?

4 Likes
7

Hey Dan,

I have a shopify site that has been on a paid plan for over 2 years.

We use a modified contact form to receive service requests from our customers.

It has been working with no issue for most of 2020.

In the later stages of 2020 we noticed customers were calling saying they had used the form but not received any reply. This has become more common in 2021.

From the other posts in this thread it seems it is more of an issue with shopify not the contact forms…

1 Like
8

your store url and i’ll have a look now

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9

Hey Dan,

www.solasport.com.au

I just tried an inquiry myself and it came in to our inbox almost instantly. So it appears not to be consistant.

The link to the form that gets the most use and where we have received reports of inquires not received is below.

https://solasport.com.au/pages/dealer-bookings

Thanks!

10

the email FROM the contact form, what is the FROM address ?

or email me directly would be better / private / stop spammers here collecting it…

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11

because if the FROM address of the contact form email to you is

xxxx@solasport.com.au

your current domain settings, TXT records are

v=spf1 include:spf.protection.outlook.com ip4:202.86.211.121 ip4:203.24.148.133 -all

which EXCLUDES shopify from sending emails with that domain, = email wiped / deleted before delivery.

make the TXT record

v=spf1 a include:spf.protection.outlook.com ip4:202.86.211.121 ip4:203.24.148.133 -all

– added the letter a

which denotes the A record is a valid sender for emails for that domain too, the A record is shopify !!

otherwise change -all to ~all and dont be so strict of WHO can send email from your domain

:slightly_smiling_face:

8 Likes
12

Hello Dan,

i have the same problem.

I made the domain settings, as previously described. But it did not work. What else can it be?

1 Like
13

whats your store URL?

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14

www.bettho.com

15

Thanks for the reply Dan, I have spoken to our domain controller who has confirmed that is the issue.

To avoid spam we will create a workaround using an external domain for “sender” email.

16

Eidi, have a look at your zoho settings / firewall. Login to zoho >> email or ask zoho support

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17

Dan, I sent an email to Zoho support and they asked me for the server logs along with their connecting IP address. You can send me?

18

Hi Dan, I’m hijacking this thread in hopes to get your help with the same issue for my store?

19

whats your store url Diana ?

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20

Ignore this.

1 Like