[ff_if] not working

I have a form that has some fields that aren't mandatory and if those fields don't have values then I want them to be excluded from the email that is sent when the form is submitted, I've tried to use [ff_if] [/ff_if] but it isn't working, the shortcode is displaying in the email.

I took this example from https://wpmanageninja.com/docs/fluent-form/advanced-features-functionalities-in-wp-fluent-form/conditional-shortcodes-in-email-notifications-form-confirmation/:
[ff_if field="input_radio" is="equal" to="yes"]
    Whatever you want to show if the conditions matched.
[/ff_if]

My email message in the Email Notifications settings contains this:
[ff_if field="company" is="not_contains" to=""] Company: {inputs.company}
[/ff_if]
and the email is displaying the exact same thing:
[ff_if field="company" is="not_contains" to=""] Company:
[/ff_if]
The company text field has the name attribute company
The ff_if shortcode isn't being seen as shortcode but just as text.

I haven't ticked the 'send email as raw html format' checkbox, does this make a difference?