thread Re: Not receiving form submission notification in Online Store

Not receiving form submission notification

pomellaoakland — Fri, 03 Feb 2023 20:02:35 GMT

Hi there,

We have a form on our website which has been receiving submissions but we are not receiving notifications. When I check "Form Submissions" my tests show up there, but the email we are using for notifications is not receiving them. I've looked in Spam, Promo/Social tabs, even looked through Deleted messages in case we accidentally had some weird filter setup. Nothing. Not receiving them.

This is a major problem, as we've had 10+ submissions for catering in the last several months but were not aware of it because we haven't gotten notifications. That's a lot of money in lost business.

Can someone please help us get this resolved?

Thank you!

Re: Not receiving form submission notification

TheRealChipA — Fri, 03 Feb 2023 20:27:03 GMT

Hi @pomellaoakland. After reading your post, I did a test submission for forms on my employee onboarding page. I was inundated with notifications and emails! It sounds like whatever is going on has to do with some internal problem with your account.

The quickest and best way to resolve this is to call Square Customer Success. Someone there can look over your account and determine if this needs to be escalated to an engineer.

Can you determine if you used to get these emails, and they just quit? Look into your email history because this information will be helpful in tracking down the issue.

Also, though I’m sure you’ve done this a thousand times, maybe try changing the email address for the form, as a test, and seeing if they miraculously start up again. If they do, then maybe changing the address back fixes things.

I wish you the best,

Re: Not receiving form submission notification

pomellaoakland — Tue, 07 Feb 2023 23:31:28 GMT

Hey @TheRealChipA !
Thanks for taking the time to reply. Yeah, I tried changing the email address to no avail. And looking back, we never were getting notifications. Definitely seems like an account issue. I'll give Square a call directly. Appreciate your help!