Hi there,
We are not receiving form fill notifications for two HubSpot forms. We’ve double/triple checked that our email address was added to “Notified when submitted” for both.
In addition, the thank you message we’ve added does not show up—instead HubSpot’s default thank you message appears.
Any ideas to help us troubleshoot?
Thanks!
Hi @sales-king,
There are two places that form submission notification emails can be set:
1. On the Form level, under Options menu of your form in the Notify when submitted field.
2. On the Page level, in a text box that appears when you check off Send form notifications to specified email addresses instead of the form defaults.
If you set your form notification addresses on the page level, they will override the form defaults. Often a user will not receive the notification emails they are expecting because their email address is not listed on the page level, but it is found on the form level, which gets overridden.
This knowledge article that shows the two locations where form notification addresses can be set: https://knowledge.hubspot.com/articles/kcs_article/forms/how-do-i-add-or-change-an-email-for-form-submission-notifications
Please check whether there are page specific form notification addresses set on the landing page(s) that use the forms you are referring to. It is possible that your email addresses are listed at the form level, but not there. To fix this you can either add your email addresses to the page level or uncheck the box that reads Send form notifications to specified email addresses instead of the form defaults.
Rami