Why am I not receiving emails from my contact us form?

Kawkab
New Member
7 0 0

Hey All, recently added a domain and it has finally been verified, however I’m having trouble receiving emails via my contact us form to my domain email. I’ve tried everything, from editing the DNS on my domain host, to even putting the email as a gmail. When the form is filled out it says thank you for contacting us so it seems to be working but the emails just disappear. I am on a paid plan, and not sure what else can be done to get this sorted. I want to fix it before going live. Please help!

Replies 9 (9)

Victoria
Shopify Staff
2161 150 253

Hi there, @Kawkab.

 

Thanks for reaching out and posting your question here!

 

Could you kindly share your store URL? I'd like to try filling out the contact us form on your storefront. Once sent, you can confirm whether you've received an email to the email address that is saved in your Settings > Store Details > under Sender email

 

Is this issue affecting how you receive other notifications such as new order notifications, payout notifications and staff-related emails? 

 

In the meantime, could you try the below troubleshooting steps to see if you receive notifications to the email address on file?

 

Send a test notification:

 

  • In the 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.
  • Click the Add Recipient button and re-add the same email address.
  • Save your changes.

 

Please let us know if the above troubleshooting steps have pushed through a notification to your email. 

 

While on the topic of contact forms, I'd love to hear what other ways you engage with your customers. Do you currently have social media channels integrated into your store? If so, what are some of the social channels that you feel generate the most traffic from? 

 

Looking forward to your reply!

Victoria | Shopify 
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Kawkab
New Member
7 0 0

Hi Victoria, thanks for replying

domain is kawkabseasonal.com

i receive other emails fine, it’s only the contact form email. 

Victoria
Shopify Staff
2161 150 253

Thanks for your prompt response, @Kawkab.

 

Upon checking your domain through Whois, your DNS settings look to be correct. You've also advised that the domain has been verified within the Settings > Store details > Contact information section. 

 

Since you're receiving other emails and notifications as expected, we may need to run an audit and check your account settings to identify the error. In order to do this, could you please create a support request via the Shopify Help Center. Once authenticated, our team will be happy to take a look to ensure these email are received.

Victoria | Shopify 
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AndrewPotts
Shopify Partner
3 0 0

As I understand it, and this is a common misconception, the contact us emails do not go to the store email address (Settings > Store Details), but they go to the notifications sender under Settings > Notifications > Sender email.

adam_fullofy
Visitor
2 0 0

I am receiving the same issue.  When I set the sender email to my outlook email account I receive it.

I can send and receive to my zoho email that is set up with my domain.

 

When I change the sender email to my domain account I do not receive any emails.

 

Victoria
Shopify Staff
2161 150 253

Hi there, @adam_fullofy.

 

Thanks for joining the thread.

 

I understand you're experiencing a similar issue where you're not receiving any emails. 

 

I would like our internal team to run a report to see where the issue is stemming from. At this time, through our community forum, we are unable to access your account to do this. Could you head over to the Shopify Help Center, log into your store and create a support request? This will ensure you're connected with a member of our team who will be able to have access to your account/store to investigate more closely.   

Victoria | Shopify 
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adam_fullofy
Visitor
2 0 0
I managed to get it resolved via the support. Thanks
AndrewPotts
Shopify Partner
3 0 0

What did they do? I have the same problem.

Victoria
Shopify Staff
2161 150 253

Hi, @AndrewPotts.

 

To have this issue further looked into, I recommend connecting with our internal support team via the Shopify Help Center. When accessing the help center, please log into your account and select a support topic to view our available contact options.  

 

If you're having trouble accessing the help center please let us know by threading your question here.

Victoria | Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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