When you do not get “someone submitted a form or placed an order,” or a customer says they never got a confirmation, check in this order. The admin has no setting for your own mail server. The platform sends the mail. The full switches are in Email notifications.
1. Is the record in the admin?
A missing email does not mean the system never received it.
| Kind | Look here first |
|---|---|
| Contact or a custom form | Read form submissions |
| Order | Work an order |
| Inquiry | Work an inquiry |
| Booking | Work a booking |
The admin has the record and only the mail is missing: continue below. The admin has no record either: check that the public page is embedded correctly, that it is published, and that the form is enabled.
2. The site inbox
The contact email under brand and basics must be an inbox someone actually reads. A wrong address, or looking only at the inbox and not at spam, is the most common cause. See Set the site name and inbox.
If a form overrides the recipient, check that inbox too. If you are not sure, set it back to the same address as the site inbox and test again.
3. Is that kind of notification on?
- Commerce: Store settings → Notifications.
- Bookings: Settings in the Bookings section of the sidebar. If a mail was missed, open Notify health and send it again.
- LINE arrived and email did not: the two switches are separate. See Set up LINE notifications.
4. Spam and delay
Ask both the customer and the site to check spam and the promotions tab. There is no guarantee that Gmail and similar services put the mail in the main inbox. Wait a few minutes, then reload the admin list.
5. What to send if it is still missing
The site name, whether it was a form, an order, an inquiry, or a booking, about when it was submitted, the recipient email (you may hide part of it), and whether the admin has that record.
Related
- Privacy and data deletion (how many days submissions are kept)
- What to do when permission is denied