Receiving Multiple Submission Receipts Randomly

Hi,

Definitely a unique an interesting issue, but one that we can’t really say on, as it at least should largely be based on the submission to the form in question.

I know that we have javascript in place that’s meant to disable the submit button after initial submit, to prevent potentially submitting many times at once. However the spacing out of the emails seems to not play into that topic.

The only other way I can think of for what could potentially cause that is related to the emailing functionality on the server itself, like it doesn’t clear out the whatever queues may be in place for it, but that’s going to be something we can’t control from the plugin standpoint.

Hi,

A few points of clarification.

1. This occurs for all of the forms on our site.
2. The Javascript functionality you mentioned works and is not related to this issue.
3. Unsure about that. In previous threads the support team mentioned that this was a bug that they know about but have no solution for. Also, in previous threads, other users of the pluggin mentioned a similar issue. For reference, this site is using Godaddy’s WordPress hosting. We have other plugins with email functionality as well and this is the only one with this issue.

Thank you.

Some extra clarification questions from us.

This occurs for all of the forms on our site.

You mean regardless of if the form is from our plugin? Like say you have a gravity forms powered “Contact us” page, that’s also sending random duplicate submissions?

The detail around past threads where similar things have happened, is that we haven’t been able to recreate, which makes it difficult to troubleshoot, and there’s no reason that we can think of or see with the code that would cause a random new submission to come through.

The plugin doesn’t presently store any sort of cache to try sending anything again. We have some things in the works to catch and retry with API requests, but that wouldn’t be triggering emails, and that’s not released yet.

This is also why we’ve thus speculated that there’s potentially a mailing configuration issue on the hosting server as that’s part of what would be handling the actual emailing process. Thus it’s also a considerably difficult thing to dig into since one needs to know how and where to go and whatnot.

I’m curious if the issue would go away if email notifications about submissions was disabled completely, but at the same time it’s quite obvious why that would be good to keep active as well. Real time information that you’re growing your marketing efforts.

How frequently does it happen? I’m curious what would show up in the debug logs that we could temporarily turn on.

Every form on our site is powered by Constant Contact.

Disabling the notifications is not an option we have.

Used to be once a month. Has increased to once a week or more since the last update.

I’ll inquire with my Host again but the fact that the issue increased more after the last update I feel points more to the pluggin.

Thank you.

Looking at our changelog for version 2.3.0, I was mistaken earlier when I said we didn’t have cache storage. I forgot that that was actually released in 2.3.0 and not still pending.

Ex: “Added: Background catch for new contact API requests that fail due to need to re-authenticate. Requests will be re-tried once newly reconnected.”

However, that shouldn’t be re-triggering emails, just API request re-attempts, all in the background.

Can you visit the “Contact Form > Settings” menu and then the “Support” tab, and enable the checkbox presented there? This should reveal a “Debug Logs” menu item. I’m curious what may be showing up in that, since I know we have some logging around “duplicate emails” and I’m wondering if there’s anything showing up with that.

It’d be a matter of copy/pasting the log, and if you prefer, we can provide an email address to privately send those to.

Yes, we already have our debug logs turned on.

These are the logs from yesterday around the time of our last round of dupplicate submissions. These are the only logs from yesterday. Please provide an email so that we can send the entire log.

[2023-08-27 07:46:49] Refresh Token:.INFO: Refresh token triggered [] []
[2023-08-27 07:46:50] Refresh Token:.INFO: Old Refresh Token: LijYOP29*** [] []
[2023-08-27 07:46:50] Access Token:.INFO: Old Access Token: eyJraWQi*** [] []
[2023-08-27 07:46:50] Refresh Token:.INFO: Refresh token successfully received [] []
[2023-08-27 07:46:50] Refresh Token:.INFO: New Refresh Token: SoCrbfNW*** [] []
[2023-08-27 07:46:50] Access Token:.INFO: New Access Token: eyJraWQi*** [] []
[2023-08-27 07:46:50] Expires in:.INFO: Expiry: 86400 [] []

Please send the whole log to [email protected] and we’ll have someone review as soon as possible.

Not seeing anything regarding the logging I mentioned earlier, so more would be beneficial.

I’ve been trying to email the address as you typed it above and they keep bouncing. Is the email correct?

Should be, you can also try including [email protected] specifically as well.

Sorry for the delay in response here.

Confirming that we were able to get the debug log, but looking over things, nothing is standing out too much for issue, at least in terms of what we actively push into our logging.

The only part that does is an apparent list ID of “18” which is considerably shorter than other list IDs that are usually 10 characters long

How many forms and how many lists are you working with overall, at least for the one(s) that are getting multiple emails sent for?

We have about 10 forms. They all have an option to subscribe to our Newsletter but we also us them as standard contact forms.

Are there any specific ones that seem to get the duplicates more than others?

No. Its been very random. All of them have had this happen.

Hmm.

Still not sure overall on what’s going on with this topic, as we don’t have the plugin set up to process emails once the API request to add to the list has been completed.

To be certain, these are exact same messages including exact same details like “sent time” in the mail headers etc? Just that they hit inboxes with various times in between?

Yes, that is correct. The duplicates typically arrive about a week later and with an hour in between each duplicate. All the information is the same.