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Website Forms | Not Receiving Submissions?

May 6, 2024

If you’re not receiving submissions from your website forms, it can be frustrating, especially if your business relies on these submissions for leads, inquiries, or customer support. Here are some practical steps to troubleshoot and resolve this issue.

 

1. Verify Form Setup and Email Configuration

  • Check the Form Configuration: Ensure that the form is set up correctly on your website. Many form plugins and builders, like WordPress Contact Form 7 or Gravity Forms, have specific settings for defining where form submissions should be sent.
  • Confirm the Destination Email Address: Ensure the email address specified in the form settings matches the email address where you want to receive submissions. Sometimes, typos or errors in this field cause submissions to go nowhere.

2. Check for Spam or Junk Folder Issues

  • Look in the Spam/Junk Folder: Many times, form submissions are inappropriately or accidentally filtered as spam by your email provider. Check your spam or junk folder to see if the emails are landing there.
  • Whitelist the Form Sender Address: If submissions are in your spam folder, mark them as “Not Spam” or add the sender address to your whitelist or safe sender list. This helps ensure future emails go directly to your inbox.

3. Ensure Proper SMTP Configuration

  • You can use SMTP for more Reliable Email Delivery: Many website platforms, including WordPress, rely on PHP mail functions by default, which can sometimes result in undelivered emails depending on your email provider and/or settings. Instead, configure SMTP (Simple Mail Transfer Protocol) for your website emails, as this method tends to be more reliable.
  • Consider an SMTP Plugin (for WordPress): If you’re on WordPress, try using an SMTP plugin like WP Mail SMTP or Easy WP SMTP. These plugins allow you to connect to a reliable email provider, such as Gmail, Outlook, or a dedicated email service. Keep in mind that with such a solution changing of the connected email password will require it being changed witin the plugin at the same time.

4. Confirm Your DNS Settings and Entries

  • Verify DNS Records for Email Authentication: To improve the deliverability of your form submissions, ensure that your DNS records include SPF, DKIM, and DMARC records. These records help email providers authenticate that the email is legitimately sent from your domain.
    • SPF Record: Specifies which mail servers are allowed to send emails on behalf of your domain. Make sure your hosting provider’s email server is included in this record.
    • DKIM Record: Adds a digital signature to emails to prove they haven’t been tampered with. This is usually set up through your email provider.
    • DMARC Record: Defines policies for handling emails that fail SPF or DKIM checks, offering additional protection against spoofing.
  • Check for Proper MX Records: If you’re using an external email provider (e.g., Google Workspace, Microsoft 365), make sure your MX (Mail Exchange) records are correctly configured in your DNS settings to route emails to the right server.

5. Review Your Hosting Provider’s Email Limits

  • Check Hosting Provider Limits: Some hosting providers limit the number of emails you can send per hour or per day. If you exceed this limit, your emails may be blocked. Contact your hosting provider to understand their email policies and request an increase if necessary.
  • Use a Dedicated Email Service: If email limits are an issue, consider using a dedicated email service like SendGrid, Mailgun, or Amazon SES to handle your form submissions. These services are designed for high deliverability and can often bypass restrictions placed by shared hosting providers.

6. Look for Possible Conflicts with Other Plugins or Settings

  • Disable and Test Plugins: Sometimes, other plugins or settings on your website can interfere with form submissions. Temporarily disable non-essential plugins and test the form to see if the problem persists.
  • Regularly Update Your Plugins and Software: Make sure your website platform, plugins, and themes are kept up to date, as outdated software can sometimes lead to compatibility issues.

7. Check for Errors in the Form Code or Script

  • Inspect the Form Code: If you have custom code on your website, it’s possible that a syntax error is preventing the form from submitting properly. Look over the code for any missing brackets, tags, or other errors.
  • Use the Browser Console for Debugging: Open the developer tools in your browser and check the console for any errors that might give a clue as to why the form is not sending emails.

8. Understand Email Spam Filter Considerations

  • Spam Filters May Flag Some Form Submissions: Even if emails are configured correctly, email spam filters can occasionally flag submissions, especially if they contain certain keywords, links, or HTML elements that resemble spam content.
  • Add Custom Spam Filter Rules: Some email providers allow you to set custom rules in your spam filter to allow emails from specific addresses or with particular keywords. Adjust these rules to make sure form submissions aren’t accidentally flagged.
  • Monitor and Adjust Content: Avoid including suspicious content in form submission emails, such as too many links, excessive punctuation, or words commonly associated with spam, as these might trigger filters.

9. Set Up Form Submission Notifications/Backups

  • Enable Notifications: Many form plugins or add-on plugins allow you to configure notifications or backup saves for each submission. Ensure notifications are enabled and/or set up.
  • Test Notifications and delivery with Different Emails: Sometimes, notifications and/or delivery work for certain email providers but not others. Try entering a different email address (such as Gmail, Yahoo, or Outlook) to see if submissions reach your inbox that way.

10. Test the Form Regularly

  • Send Test Submissions: Regularly test your form by submitting sample entries to ensure everything is working. Consider setting a monthly or quarterly reminder to review your form’s functionality.
  • Check for Confirmation Messages: When testing, ensure that any confirmation messages or redirection features work correctly. This provides reassurance to users and can help you diagnose issues in real time.

11. Consult Your Website Provider or Developer

  • Ask for Assistance: If you’ve tried all the above steps and the form is still not working, it might be time to reach out to your website provider or developer. They can perform advanced diagnostics and might identify issues that aren’t easily visible.

12. Consider Using a Third-Party Form Service

  • Use a Form Service Like Google Forms or JotForm: Third-party services are often reliable and include built-in email delivery functions. Embedding these forms on your website may be a quick solution if you’re experiencing persistent issues.
  • Check Form Analytics (if available): Many third-party form services offer analytics to show how often the form is viewed and submitted, giving you insights into potential issues with the form itself.

Final Thoughts

Form submission issues are common, but with careful troubleshooting, most can be resolved. By following these steps, you’ll increase the likelihood that your website forms function smoothly and that you receive every important submission directly to your inbox. If the problem persists despite all efforts, it’s best to seek professional assistance to maintain your website’s functionality.