Contact form submissions continue going to an old email address despite updating the storeâs contact email and searching the theme code for hardâcoded addresses.
Whatâs been tried:
Updated email in Settings > Store Details; removed old email across settings. No change.
Theme is âExcursionâ from TemplateMonster (thirdâparty, not from Shopify Theme Store).
Key suggestions:
Shopify staff: Because the theme is thirdâparty/outside the Shopify Theme Store, it may not honor the standard Store Details setting. Recommended contacting Shopify Live Support to check backend/app conflicts, and reaching out to the theme developer for themeâspecific support.
Community member: In Theme Customizer, navigate to the Contact page, add a new contact form, then delete the old one; this resolved a similar issue for them.
Notes:
A screenshot was shared illustrating where to edit the store email, but this step was already attempted without success.
Status/outcome:
No confirmation that the issue is resolved. Most likely themeâspecific; next steps are to try replacing the contact form and/or contact Shopify Support and the theme developer.
Summarized with AI on December 15.
AI used: gpt-5.
I have a theme installed in my online store and when anybody fills in the contact form it sends a email to my personal email account, which was the email i used to use before but i changed my email adress everywhere to a new company email adress also like they suggested here: https://community.shopify.com/c/shopify-discussions/change-contact-form-submit/td-p/494211
I looked through the code and couldnt find any hard-coded email adresses, also in the theme editor i couldnt find the email adress so I am totally lost how it can still send that email to the old e
Hey there, @edwinterborg . Thanks for reaching out to the Shopify Community with your contact email issue. Itâs nice to meet you!
Usually, the email address linked to the Contact Form for your âContact Usâ page in your theme would be the email set in âSettings > Store Details.â Have you tried changing the email address there, and then try testing things again and let me know how it goes?
Also, do you know what theme youâre using in your store?
This is Richard from PageFly - Landing page builder, Iâd like to suggest this idea:
Step 1: Go to Online Store->Theme->Settings
Step 2: Store Detail â Click âEditâ to edit email:
I have already tried this, but it keeps sending it to the old email adress. I have removed the old email adress from all settings pages so it seems rather strange that it keeps sending it there.
Hey again, @edwinterborg . Thanks for following up with us.
I appreciate you providing that link. It looks like youâve downloaded this theme from a third party platform, and not from out Theme Store. Is this correct?
In situations where the theme youâre using is entirely third party (itâs not made by Shopify, and it was downloaded outside of the Shopify Theme Store), our support scope is pretty limited. This is because the themes downloaded external to our Theme Store can be built in a different way than what we require, and limits the amount of control we have over how these themes function. This could explain why the âSettings > Store Detailsâ step isnât working for you, when it typically works for themes from our theme store.
I have two suggestions for you here. My first is for you to reach out to our Live Team for help. They can access your back-end and determine if the cause is theme specific, or caused by something like a third party application. My other suggestion is for you to reach out directly to the folks that developed your theme, as they understand their themes best and should be able to provide you with support as you downloaded the theme from them.
I had the same issue with a custom theme. I resolved it by Customizing the Theme > Navigating to the Contact Page and adding a new contact form and deleting the old one.
