Start here
The first step
Send a short TEST message via your own form and check its receipt in the appropriate mailbox. Record the time and message on the page. The shipping confirmation itself does not prove that the email has reached the recipient.
The customer sees a thank you message, so he assumes that the inquiry has been received. The owner receives nothing and may not even know that the contact is not working. Therefore, the receipt of the repair should include the message in the target mailbox, and not just the screen after clicking.
In Contact Form 7, a success message does not prove delivery. The plugin itself does not archive the content of reports. However, an earlier save may have been created in another add-on, service or box. Starting the save from today will not recreate old queries.
If you confirm a failure, check if the customer has another working contact on the site: phone or email. Test it separately. When you commission changes to a contractor, indicate the page and the data it should show.
- 01The form accepts data
You see a message on the page.
- 02The service sends a message
Correct shipping handling is needed.
- 03The email reaches the recipient
You check the correct mailbox and the possibility of replying.
The success of one stage does not confirm the others. This is a diagram, not the result of a test of your website.
Similar symptom. Various reasons.
- Is there no e-mail or only the form?
- If your company mailbox does not receive regular e-mails, you need to check your e-mail service. If regular messages arrive, we narrow down the diagnosis to sending from the site and delivering from that sender.
- Does the problem occur for all recipients?
- Messages may end up in one inbox but not in another. We need the result of a specific test and time to find it in the logs.
- Is there a record of the report left?
- The form archive, shipping log, and inbox are different places. The presence of an entry in one of them does not confirm the entire path.
Without changing files and settings
What you can check yourself
- Send one short message marked TEST using your details via your own form. Write down the time and message.
- Please check your inbox, spam and other folders. If the test is in a box, save the topic for later comparison.
- Think back to the last time you received a real inquiry from this site. The date the problem was noticed may be later than the start of the failure.
- Check separately whether a regular e-mail sent to the company address is received. Don't change the configuration yet.
What solutions make sense
The path of the message to the correct recipient is checked: form settings, response from the shipping service and delivery to the mailbox. The results may indicate different places of detention. The absence of a log entry does not resolve anything unless logging has been enabled previously.
When correcting the sender, you must retain the opportunity to respond to the customer. In Contact Form 7, the manufacturer recommends separating the sender's address from Reply-To. The final test includes the received email and response, not just the message on the website. Archiving future reports and alerting about errors are additional decisions.
From observation to the next step
Step by step example
Model scenario. It shows the way of reasoning, it does not describe the completed order.
The form confirms sending. Regular email arrives.
Let's assume that your own TEST message does not appear in the company mailbox, although a regular e-mail reaches the same address. The form displays a thank you note.
The mailbox can receive an ordinary message.
We have no grounds to consider all e-mail as broken. It is still unknown whether the form message was sent and received by subsequent servers.
Next step: Write down the form address, recipient and TEST time. This data will allow you to link the attempt to your shipping log.
The log may indicate rejection or acceptance by the service.
The rejection directs you to the specific reason given by the service. The reception itself does not end the journey to the recipient's mailbox.
Next step: The contractor checks the indicated stage. Sender settings, sending and filtering at the recipient require various tweaks.
After the correction, another thank you message appears.
This is still not enough to close the topic.
Next step: Confirm the TEST message in the target mailbox and the ability to reply to the correct address. Also write down what could not be verified.
After the work is done
This is how you will know that the topic is proven
- The message from the agreed attempt reached the correct recipient.
- Replying to a message takes you to the correct address.
- Contact was checked on the phone and computer within the established scope.
- You know whether reports are saved and what to do if a failure occurs again.
Prepare a description for reporting
Complete what you know. “I don't know” is also an answer. You can copy the text or save it as a file.
This field does not send anything. Don't enter passwords, recovery codes or customer details. After refreshing, your changes may disappear.
Would you like to pass the matter on?
To start with, all you need is an address, a symptom and the moment you noticed it. We will arrange the rest if necessary.
Report this problem ↗The form will open with the topic of this guide. Paste your observations. Sending an inquiry is free of charge.
Technical basis
The guide helps you sort out the symptom. It is not a diagnosis of your installation. The details depend on the tool used and its version.