Missing Emails (Contact form)

  • Resolved mmk175

    (@mmk175)


    3 weeks, 4 days ago

    Hi there,

    I think I am having issues receiving emails from the plugin.

    I have had one or two customers mention that they tried to get in touch but we have not received any emails and there is no record of anything in spam etc. We do get plenty of spam from marketing companies etc which we ignore.

    I updated some of the settings regarding the email to receive emails notifications and the “from” email.

    I did two quick tests using @hotmail.co.uk as the email with BS first name, last name and subject lines i.e. this is a test etc but nothing came through.

    I then tried to make the test email look a bit more legit with a real name (John Conway), @hotmail.com email, subject line (hi there) and some fleshed out comment/message (Hi do you sell 3 religious candles?)

    and then it worked.

    Is there an auto block on BS test emails or does hotmail.co.uk (the same domain as my customer) get blocked?

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)

  • Tagging this because we’re having similar issues, using an Outlook email address (SMTP connection which they’re still allowing till September I think.) The emails are sending, we can see them in the email account sent folder, they just sometimes never arrive, which makes me think something about them is being flagged and rejected by the recipient’s server. We’ve set up DKIM and DMARC rules and I don’t think the subject or content looks spammy.

    Is there anything at all different in the headers of an email sent by the plugin via SMTP vs. sending an email directly from the email account? Would love if anyone can chime in on anything that can be done to make sure emails aren’t rejected. This is basically just a welcome message for new subscribers.

    Plugin Support Patrick

    (@paddyam)

    Hey @mmk175 & @dc38746,

    Building on your experience with emails being sent but not received, it’s possible that the issue may be linked to the recipient’s SMTP servers rejecting or dropping the email.

    In such instances, if your sending domain is properly authenticated, you’ll need to contact the recipient’s host provider and request that they whitelist the emails sent from your site’s IP address.

    For Outlook/MS-related emails, here’s a thread on how to get the IP whitelisted.

    I hope this helps!

Viewing 2 replies - 1 through 2 (of 2 total)
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