I’m not receiving messages from my form: what now?

Step 1: Is the submission in WordPress?

Go to Forms → Submissions and select the form. Every submission is saved here, even if the email doesn’t arrive.

• Is the submission there? Then the form works and the issue lies with the email. Proceed to step 2. You can read the request here in the meantime and reply to the customer.
• Is it not there? Then first check step 5 (spam). If it’s not there either, the form was not sent. Ask the visitor if they saw an error message and test the form yourself.

Step 2: Check your spam folder

Look in the Spam or Junk Email folder of your email program, and also in any other folders or filters you have set up. Is the message there? Mark it as “not spam”. Your email program learns from this and will place future messages back in your inbox.

Step 3: Check the address in the notification

Open the form, click on Settings → Notifications and open the notification for the administrator. Check under Send to email address if the address is correct. Watch out for typos, an old address from a former colleague, or {admin_email} (this is the admin address of WordPress, which may not be the address you expect). Also, check in the list if the notification is set to active. How to adjust this: set who receives the form messages.

Step 4: Send a test email with WP Mail SMTP

Your website sends emails via the WP Mail SMTP plugin. Here’s how to test if it works:

1. Go to WP Mail SMTP → Tools.
2. Open the Email Test tab.
3. Enter your own email address in Send to.
4. Click on Send Email.

Do you receive a green notification and the test email arrives? Then your website can send emails, and the issue is likely with the address in the notification (step 3) or your spam filter (step 2). Do you receive an error message? Send us that notification, and we will resolve it. More explanation: ensuring that the email from your website arrives.

Step 5: Is the submission marked as spam?

Go to Forms → Submissions and click on Spam above the list. Submissions that are marked as spam do not send notifications. Is there a real request among them? Open it and select Not Spam. Do you want to receive the notification anyway? Then use Resend in the submission. Also read preventing spam in your forms.

Still nothing?

Is the submission in WordPress, is the address correct, is it not in your spam folder, and does the test email work? Then it may be that the recipient’s mail server is rejecting the email. You won’t see that in WordPress. Contact us or call 06 35 66 47 73, and we will investigate. Provide the date and time of a missed submission, so we can look into it specifically. How long submissions are kept can be read in viewing and retaining submissions.