Why is my List Your Stud form being sent out according to the file, but it is not reaching my Zoho email: support@studdogcentral.com ?

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I am all of a sudden having the same problem as I did back in Nov 2018. My "List Your Stud" form on my website is being sent, but they are not coming to my email. This is the address of the form: http://www.studdogcentral.com/AA-List...

My email address if with Zoho, NOT with Homestead. The address is support@studdogcentral.com.

Yesterday I tried rebuilding the form entirely, even deleting the "send" button, and reinstalling a new one. I tested it out, and again, the form does not get to my email inbox, but it is in the relaying logs for the form in the "form manager" section of my website builder.

I am not getting ANY email from that form now.

I've checked my mx records, and as far as I can tell they're good. Would you be able to check them, both for studdogcentral, and studdogcentral-extra? I don't know if the second site is in error, or if that would affect my emails from the first site in any way. Please help! I don't know what could have changed all of a sudden to cause the forms to not reach my email address.
Peggy Herbison
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Peg

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Posted 3 months ago

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Michelle C, Employee

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Hello Peg, 

I have ran a few tests on this form and when I use any other email address it seems to go through fine. I understand you are wanting to use your email@studdogcentral.com but for some reason that server may be blocking the form entries from being received. This unfortunately is not something we can resolve from our end, you can reach out to your email support team and ask if they see these email being blocked and clear it. The best recommendation I can provide is to change the email for the submissions to a new email address.
(Edited)
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Peg

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Hi Michelle,

Actually, the email address that you listed here is not what I gave you as the address.  It is support@studdogcentral.com, NOT email@studdogcentral.comSupport@studdogcentral.com is a Zoho email address.  Which one did you use to try it?

Peg
(Edited)
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Michelle C, Employee

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That is the email I was referring to, support@studdogcentral.com, I just used the word email for a place holder I apologize for the confusion. I tested it with a gmail and a domain email, both received the notification email. Zoho's filter may be blocking these emails from being received, do you have another email you can use? If so, set that as the email for submission and you can test it to see if it works. 
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Peg

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OK, I just got the following email from Zoho:

Upon checking, we observed that your account is configured properly and you should be able to receive emails from external accounts without any issues. 
If you are still facing issue receiving emails from the website when the form is submitted, contact the website host (we understand that you are unable to find how to get the logs and share it with us, please get in touch with the website host), get the complete header or the relaying log for the email sent to your Zoho account account, IP address from which the emails are getting triggered from the website and share the information with us.
With these information, we will be able to analyze and assist you accordingly. 

Can you help me with this?
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Michelle C, Employee

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I do know what they are requesting but unfortunately we do not have access to email box that sends out those email notifications to retrieve the header. The emails are automatically generated from a server I cannot pull the information from, I definitely apologize about that. The quickest resolution would be to use another email address. 
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Peg

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Am I understanding correctly?  You do not have access to the information the form on my website has when the person filling out the form hits the send button?

I am confused.  I've been using this same email address for somewhere about 7-8 years now.  Why would it suddenly not be working?  I can't just up and change my email address...it is listed in way too many places to do that.  There has to be something that has changed.  Someone should be able to figure that out.

Peg
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Michelle C, Employee

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Correct, we do not have access to the mailbox that sends out the automated email generated by the website server. You can still use that email address for communication, we just advise not as the submission email address. None of your customers will be affected or ever know you changed this as it is sent only to you. They will fill out the contact form exactly as they do now and when they submit the only difference is you will receive the notification in another email box. 

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