Contact Us form is changing two characters, which creates a domain issue for ema

  • Unknown's avatar
    leehe97cf04aa18 · Member ·

    A very strange change has happened on the site. When ever you are entering an email address on the contact-us page it changes two letters. The first time you use the letter ‘o’ or ‘x’ it seems to change them both to capital letters. The issue is that if you are using a ‘o’ or an ‘x’ in the domain it reports an invalid email address. So .com creates and error, but .net not.

    I have been into formstack and check the form there, with no apparent issues. I tried filling out the form from within formstack and it did not change the letters and sent fine. It is only doing it from the website.

    I did recently add Cleantalk anti-spam, which is the only thing that I can imagine has any affect on this, with validating. But I have now turned that off and even on a different browser, still seeing the same issue. It has been replicated on different machines with different users.

    If anyone has any ideas on this, I’d love to hear them, because I am stumped.

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    tykian902 · Member ·

    Hey there!

    Can I ask what theme you’re using? As soon as I add my input and deselect I noticed that markup of some kind is being applied to my X’s and O’s. Considering the significance of X’s and O’s as abbreviations for kisses and hugs, or for tic-tac-toe or other things, it could be built into your theme? Hoping the name of the theme gives some indication if this could be the case.

  • Unknown's avatar
    leehe97cf04aa18 · Member ·

    It is one that was provided by a marketing company. I am not sure what they based it off, as they re-named it. We are no longer using that companies services.
    It hasn’t been an issue in the past, so something must have changed. I looked at previous contact us messages and they were getting through previously. I am wondering now though, if it has something to do with when we moved the hosting from the marketing company to our own WPEngine.

    I turned off Cleantalk anti-spam, but it hasn’t made any difference, so it can’t be the validation coming from that.
    I h

  • Unknown's avatar
    meolam · Member ·

    Hi @leehe97cf04aa18,

    Here’s what I recommend to do in order to isolate and troubleshoot the issue:

    1. Cleantalk Anti-Spam
      • Even though Cleantalk has been disabled, remnants of its script could still be cached. Clear your browser cache and any server-side cache (if enabled on WPEngine), then test again. You may also try testing in a private browser after clearing cache.
    2. Test in Safe Mode
      • Temporarily switch to a default theme (like Twenty Twenty-Three) and disable all plugins except for Formstack. This will help determine if the issue is caused by the theme or a plugin conflict.
      • If the problem goes away, it’s likely related to the theme or a plugin. Re-enable them one by one to pinpoint the cause.
    3. Revalidate the Form’s Integration
      • Since the form works correctly within Formstack but not on the live site, it’s worth re-embedding the form. When doing so, ensure the embed code is placed directly in the block or page editor without modifying anything.
    4. Check Character Encoding
      • If the issue started after the migration to WPEngine, there may have been a misconfiguration in how character encoding is handled on the server. Contact WPEngine’s support team and ask them to confirm that the site is using UTF-8 encoding for text processing.

    Let me know how it goes after testing the steps above and share any findings!

    Best,
    Meo

  • Unknown's avatar
    leehe97cf04aa18 · Member ·

    Thanks Meo.
    I’ll make a start on this list.
    The Cleantalk one will be my first stop, as I did deactivate it, and tried using a different browser on a different computer, but did not clear the server side cache.
    Character encoding is an interesting one, as it is only the two characters o and x that are having an issue. But as soon as I enter any letter in the email field, it instantly gives me a error message saying ‘invalid email format’. That only goes away if I add an email with no o or x in the domain. So it feels like a field issue more than a verification issue.

  • The topic ‘Contact Us form is changing two characters, which creates a domain issue for ema’ is closed to new replies.