Not receving emails from submitted form or forwarded @ addresses
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This is the first time we have contacted the forum and I hope someone can help us.
We are a small environmental group using the free version of WordPress.
We have just noticed that since July 10 we have not been getting emails from our membership submission form.
This is the error message on the Debug Events tab:
“Heads up! The last email your site attempted to send was unsuccessful.
Email Source: WP Mail SMTP
Mailer: Default (none)
PHPMailer was able to connect to SMTP server but failed while trying to send an email.”The form is set up to send 2 emails on submit (to me), separated by a comma, and for each of these attempts the following error is logged:
“Mailer: Default (none) PHPMailer was able to connect to SMTP server but failed while trying to send…”
We also have 2 forwarded email addresses ((email visible only to moderators and staff) and (email visible only to moderators and staff)) and although there are no error messages logged, if emails are sent to either of these messages, they are not received by the email addresses. My email is used for (email visible only to moderators and staff)
I have checked for updates which all show as up to date:
Current version: 6.3.1
Plugins and themes are all up to date.We also tried uninstalling and re-installing the WP Mail SMTP plugin which made no difference.
These functions have been working very reliably for some time and we have not made any changes to the form or any other options in the time frame when this started failing. We are a very small environmental group with no money and have been very grateful for the functionality that WordPress gives us. I have tried to follow the advice given in forums and in the WP help pages, but either everything looks OK that I can check, or I don’t know enough to follow the suggested trouble shooting. I have also emailed WP help, but have not heard back.
If you can give us any advice, it would be very gratefully received.
My name is Heidi Key and the website creator is Kathryn Foley, whose login is used for the admin.
Many thanks, and best regards,
Heidi
The blog I need help with is: (visible only to logged in users)
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Hey Heidi,
Thank you for all the helpful information. It looks like you are using the wpforms plugin with WP Mail SMTP to send your form submissions. Since these are third-party plugins, we are limited in our ability to provide support here since we did not develop this software and have limited ability to troubleshoot and solve issues.
For this, I would recommend reaching out to the plugin developer directly as I have a feeling the issue is with WP Mail SMTP, you may also take a look at their setup guide here as you might find the issue.
Another solution would be to try using the form block. This is our built-in solution and we would be better able to provide support if you run into any trouble:
The Form block lets readers get in touch with you through your website. Use the Form block to add many types of forms, including a contact form, appointment booking form, event registration form, feedback form, and more. Video Tutorial How to add a contact form – Transcript 0:08 The Form block allows you to create a contact form on your website, so your visitors can get in touch withHope this helps!
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Dear staff-dragon,
Thank you for answering so quickly. Just to explain, I am a retired IT person, but hadn’t been involved with WordPress before and the people who created the site also had no experience before and have relatively technical knowledge. This was long before I joined the group. I have been able to work out some things, but I don’t understand the WordPress platform or structure and where the hosting occurs. On reading your helpful link to WP Mail, and at the risk of looking very stupid, could you please answer the following questions:
Who is hosting our domain and configures our WordPress hosting server?
When it refers to our email provider, who are they referring to?
I have a receipt for payment for domain registration and .blog registration. Both refer to augusta745 – what is this?I realise these are very basic questions, which you would probably expect a user to know, but I’m really struggling and I hope that if you can answer these I can use the links you provided to work out what is happening. Hopefully my previous experience allows me to understand your answers :)
Also, one thing I omitted to say, is that the email address (email visible only to moderators and staff) does not work either, but I assume it’s part of the same problem.
Thank you for any help you can give me.
Heidi
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Hey there!
Happy to help you with this!
Who is hosting our domain and configures our WordPress hosting server?
Ok, so the domain is registered with https://webcentral.au/contact-us/. To check, do you remember purchasing this domain?
The name servers of the domain, would be changed at Webcentral, and are currently pointed out WordPress.com servers.
So we would help with server configuration, as we speak. :)
When it refers to our email provider, who are they referring to?
This would be whoever is hosting the emails, and facilitating the sending and receiving of those emails, via a server.
Do you remember purchasing email hosting (even with Web Central) at any point?
I have a receipt for payment for domain registration and .blog registration. Both refer to augusta745 – what is this?
It looks like the domains: augusta745.com and augusta745.blog have been purchased with WordPress.com.
The history of these purchases can be seen here: https://wordpress.com/me/purchases/billing
I omitted to say, is that the email address (email visible only to moderators and staff) does not work either, but I assume it’s part of the same problem.
It does sound part of the problem. As above, do you remember purchasing email hosting with any other provider (web central…etc) other than WordPress.com.
The reason why I ask is, because if yes – you would DNS settings from that email provider, that, if tracked down, we can help to apply for you.
I hope this adds further clarity to the situation. :)
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Dear aleone89,
Thank you for your kind response. Since writing yesterday, I have done some further investigation, some googling and watching YouTube videos. I also managed to talk to someone who set up the site originally, a long time ago, and her memory of it is that they activated the WP Mail SMTP plugin, that it “just worked”. I have come to the conclusion that we do not have a mailer setup which is why I asked the questions about who is hosting the domain etc. I do not believe that we have ever paid for email hosting and I think we were using SMTP.com. I notice that they have a free 30 day trial and I’m wondering if they ever had a free service that has ended, as I can see from the error messages that the email function stopped working on July 10.
In an initial attempt to try and sort this out the WP Mail SMTP plugin was uninstalled and re-installed last week which may have caused us to lose any mailer setup, however the mail problem started in July and we had not made any changes to this part of our setup in well over a year.
I also found out that augusta745 was the original name of our website. I should have worked that out before I wrote. Typing august745.com take you to the WEPA home page.
This is the receipt from our last payment:
(redacted by staff)
We do not send many emails – it’s mainly notification from our membership form submit, or emails forwarded from (email visible only to moderators and staff). I would like to be able to set up a free mailer, either through maybe Brevo or via the WEPA gmail account, or setting up the SMTP parameters manually, but I’m still not sure which server that would relate to.
When I go to our payment history, it says “You still have a Quick Start session available”. Does this mean that someone could help us with this?
I have also received an answer from Syed Hussaini from my original post who answered my original post but does not seem to have seen this email thread. Are you 2 colleagues? I don’t want to duplicate work and I’m very grateful for any help you can give me.
Heidi
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Hi there!
Thanks for the additional details. I see that we are indeed helping you via email as well. So, to avoid duplicating efforts and causing confusion, may I suggest replying to the email? I see one of us replied to the email about an hour ago. :)
Regards
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As requested, I answered via email last Thursday but have not received any response. I hope that someone may have seen my response, which I will resend today. Thank you. Heidi
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Hi supernovia, thank you for responding. The email I resent this morning would have come from (email visible only to moderators and staff). I am now an administrator for the WEPA site. Please let me know if you can’t find the email and let me know the best way to respond. I do not want to cause more work or confusion. Thanks again!!
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Hello supernovia or Amanda V or anyone else,
I was told to email rather than use this thread which I have been doing. Since hearing from Amanda V last Wednesday (6 days ago), I have emailed 3 times but received no answer. I sent a much more detailed description of the 2 problems we are having and I was hoping that someone might be able to at least tell me if they are connected. I understand that maybe we can’t get any more support from you, however I would appreciate at least knowing that. Can someone please email me to let me know what the situation is.
Thank you,
Heidi key -
Hi Heidi, I can see staff has responded to the email. We’ll close this thread to encourage continued work via email.
I have emailed 3 times but received no answer.
Whenever possible, it’s best to just email once and wait for a response since our team usually works from the oldest responses to the newest ones. Thanks!
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