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.
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Hello all from the Shopify Community!

This is Dan from the GC Web Team. It’s been a pleasure helping so many of you optimize and troubleshoot your stores over the past few years. I’ve had the opportunity to work with hundreds of stores, providing solutions and insights to help you grow and succeed.

While I’m passionate about this community and committed to your success, I’ve reached a point where I need to balance my desire to help with the sustainability of my own efforts. Thus, I’d like to propose a small change moving forward.

I’m happy to continue assisting you with your technical issues, especially related to email functionalities in Shopify like the contact form issues discussed here. However, for further personalized support, I’ll be asking for a small payment to compensate for the time and resources involved.

Please feel free to contact me directly if you need dedicated support. My commitment to providing you with quality service remains unwavering, and this change will help me continue to offer my expertise effectively.

Thank you for understanding and for your continuous support!

Best regards,
Dan
GC Web Team (DOT) com