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.
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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