Contact Form not working with an info@ email address

[CWCC1]

So i noticed on my website that the Contact form wasn't working. The email address assigned to the form is typical [email protected]

I tested the info@ email address direct from an email client and it was working perfectly and the associated forwarding was performed as expected. 

After testing with a standard personal (Gmail) email address i decided to delete and recreated/add another form and assigned all 5 of the personal email addresses that the auto forwarder normally takes are of via the info@ address. All works fine. Then again added the info@ email address back in. And still it's not working.

I can see the entries are being capture via the Weebly editor, but no email is actually being sent.

Anyway ideas? Is this is a policy change maybe? That info@ email address had been working for years but now I'm getting issues. 

[k_atie]

Hey @CWCC1, wishing you a warm welcome aboard the Seller Community. 

There are some situations where our emails may be blocked or delayed by your email provider (which we have no control over). If you can’t find the messages in your inbox or spam folders, and you truly believe the messages aren’t coming through, then we encourage you to whitelist a few of our emails related to your Square Online site to help keep them from being blocked or delayed.

Whitelist the following email addresses by adding them to your contacts:

• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]
• [email protected]

Once you have tried that, could you please let me know how you get on? Would be happy to take another look into this for you if the issue persists.

[CWCC1]

Hi Skyler_

Not sure i understand where i can do that. The flow is currently: Weebly Form contains info@ email address > @Info address has an autoforwarder set to send to 6 personal email address.

The info@ email address does not have an inbox or contact, it's just an autoforwarder.

These 6 email address are capable of receiving emails from the Weebly contact form. The reason i don't use those 6 uniquely in the form is when someone replies the other 5 are unaware.

[k_atie]

Ahh okay, thanks for the clarification @CWCC1. Apologies for the misunderstanding here. I am going to pass your query over to our Weebly specialists to take a look into this for you. They will be in touch shortly. 

[BernadetteA]

Hi @CWCC1 

Trying to catch up on this thread, but just to confirm, you are saying that the info@ email (not a real email) previously worked by forwarding to 5 different email addresses? You cannot add the individual emails to the form because the other emails are unaware a reply was sent? How are these emails alerted when using the forward? 

I apologize if I am not fully understanding the issue, but it may be best to reach out to the support team directly in case there is a DNS record you can add that will allow the emails to go through successfully. 

I'm not aware of any recent changes that have been made to the contact forms, but if this happens to be a bug, the support rep can escalate your request to the engineers for troubleshooting. 

You can reach the team by scrolling to the bottom of our Help Center and clicking the contact us button. 

💡 Once you see the automated chat window, try typing something like "speak with a rep" to be directed to the teams available for your account. https://bit.ly/3rZ8mL1 

[CWCC1]

I'll use the chat as you described. But to explain... 

The info@ email address is an email address we created that comes with the domain. That info@ email exists as such but doesn't have an inbox, instead just uses an autoforwarder to send to 6 other personal email address. This bit works perfectly. The reason i like to use that info@ in the form is because when an email is sent via info@ the 6 recipients can reply to the original sending using 'reply to all' and the info@ email address is set in CC. Then of course all other 5 recipients of the original autoforwarder can see it's been dealt with.

If i set the Weebly form to individual email addresses then it means the recipient of the form email has to remember to manually add the info@ in CC.

So it's a nice to have, but as i say, requires the form to use that info@ email to be utilised.