Jump to content

My form submission is not arriving at the client's inbox

Go to solution Solved by paul2009,

Recommended Posts

Hello, 

My client's website has a basic form on most pages that has worked fine until recently. The were using a mail app on an ipad to pick up emails, but for some reason the app's not working now. When the form is completed and sent, the post-send message appears and no error messages. However, the client never receives the submission in their inbox, not even when using a Safari browser rather than the mobile App. It's not in spam/junk either.

I've tested the email without the form and they receive my email and can reply to me. I've also switch the form's storage email to my own and sent myself a test and the form works fine. So, just for the client, the form is going somewhere, but we can't figure out where.

I've not yet suggested they add form-submission@squarespace.info to a rule or filter because the form isn't going into their spam/junk folder. 

Any suggestions on where their form submissions are going would be very much appreciated. Thank you.

Link to comment

You've proven that it's not a Squarespace issue, so it's difficult to help here, but something on the receiving end is blocking, rejecting, routing, or forwarding the form mails. I suspect you'll have to go through all their settings to find the culprit.

Link to comment
24 minutes ago, qosmic said:

I suspect you'll have to go through all their settings to find the culprit.

As @quosmic mentions somewhere along the line it is getting caught up (probably into a bit bucket, trash). Once you've eliminated your own computer as the issue, you need to consider going up the pipeline. Your router, your email service provider, and etc. From the time SS sends an email until it gets to your computer it is traveling like a piece of U.S. mail. From point to point until it reaches you. Once it leaves SS, they are no longer part of the problem.

It is not unusual, for example, for a computer at your work to have the email server set to savagely dispose of email to get rid of SPAM. Sometimes they'll notify you that there was an issue, sometimes not. Personal email servers (your ESP) are usually less strict but again there is often filtering going on there as well.

Find my contributions useful? Please like, upvote, mark my answer as the best ( solution ), and see my profile. Thanks for your support! I am a Squarespace ( and other technological things ) consultant open for new projects.

Link to comment
  • Solution
11 hours ago, mark.bate said:

the client never receives the submission in their inbox.

I've tested the email without the form and they receive my email and can reply to me. I've also switch the form's storage email to my own and sent myself a test and the form works fine.

Their email address has likely failed at some point, and Squarespace have added it to their 'bounce list'. Please see my earlier post, and see if this helps: 

Did this help? Please give feedback by clicking an icon below  ⬇️

 

Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji. Buying a coffee is generous but optional.

Link to comment
13 hours ago, paul2009 said:

Their email address has likely failed at some point, and Squarespace have added it to their 'bounce list'. Please see my earlier post, and see if this helps: 

Did this help? Please give feedback by clicking an icon below  ⬇️

 

This sounds like exactly what's happening. I'll follow your advice and let you know if the issue is resolved. Thank you.

Link to comment
On 5/10/2023 at 7:01 AM, paul2009 said:

Their email address has likely failed at some point, and Squarespace have added it to their 'bounce list'. Please see my earlier post, and see if this helps: 

Did this help? Please give feedback by clicking an icon below  ⬇️

 

This is exactly what the problem was. The client's domain had expired. They promptly renewed it but by then their email address was blocked when used with the Squarespace form. It was fine when used directly, there was just an issue with Squarespace. So as Paul2009 suggested, I contacted support via online chat, and after a quick check, they confirmed the email had been blocked, and very quickly they unblocked it for me. Forms work perfectly now. You learn something every day. Cheers Paul 🙂

Link to comment
  • 1 month later...

I have a "Hiring jobs" button on my website the squarespace, when clients click on this button and fill out the form their data to my own gmail I get their filled form but when I change my gmail to the google workspace which i opened i don't get emails from squarespace, so I don't receive filled forms from squarespace.

Screenshot 2023-07-10 010418.jpg

Link to comment

I've never had problems with receiving SS forms to my Google Workspace email.

Several things to check. Is the email address for the form set to your GW account? Have you checked the SPAM folder? If there, then mark them as not SPAM. Have you created a  filter that is moving them somewhere you've forgotten about?

Let us know how it goes.

Find my contributions useful? Please like, upvote, mark my answer as the best ( solution ), and see my profile. Thanks for your support! I am a Squarespace ( and other technological things ) consultant open for new projects.

Link to comment
  • 1 month later...

Hi, 

Hope everyone is well. Anyone experience issue with the contact form? I am using Squarespace 7.0, when I use my Google Workspace email as the receiver for contact form submission, I don't receive the notification email at all (not even in spam/junk folder), but when I use my personal email (gmail or iCloud) is works fine. 

Please advise, this issue really give me a heavy headache. 

Cheers!

Link to comment
47 minutes ago, PutuYo said:

I don't receive the notification email at all

Please see my post above.

Me: I'm Paul, a SQSP user for >18 yrs & Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL. We provide high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji. Buying a coffee is generous but optional.

Link to comment

Create an account or sign in to comment

You need to be a member in order to leave a comment

×
×
  • Create New...

Squarespace Webinars

Free online sessions where you’ll learn the basics and refine your Squarespace skills.

Hire a Designer

Stand out online with the help of an experienced designer or developer.