Form Submission Going to Old Email Address

[RiatheTog]

Hiya. I've updated my email address for my business and I have changed it on HubSpot successfully. On my forms it says the correct email address as the one submissions are sent to. However, submissions are still going to my old email address. Any ideas on how to fix this? I've already deleted the forms I had, created new ones and updated my website. And after popping this on here I had an email on the correct email address to say I'd submitted it. So it is just the forms.

Thanks

[karstenkoehler · Accepted solution]

Hi @RiatheTog,

Can you please confirm that you followed these exact steps? https://knowledge.hubspot.com/account-management/how-do-i-change-the-email-address-of-a-user

Best regards

[karstenkoehler · Accepted solution]

@RiatheTog so when you click the menu in the top right corner in HubSpot, when it opens, you see your new email address?

If yes, then you're experiencing a bug which is easiest resolved if you reach out to HubSpot support in-app directly via the question mark icon in the top menu, then via chat / email.

[WebGuruz_Tech · Accepted solution]

Hii @RiatheTog 

It sounds like everything on your account is updated correctly, so the issue is usually one of two things:

The form’s notification settings or a workflow still sending emails to the old address.
Even if the form shows your new email, HubSpot doesn’t automatically update the notification recipients.

So the old email often stays saved in the background.

The quickest fix is:
Open the form → go to Options → check “Send submission notifications to” → remove the old email → add the new one → publish.

[karstenkoehler · Accepted solution]

Hi @RiatheTog,

Can you please confirm that you followed these exact steps? https://knowledge.hubspot.com/account-management/how-do-i-change-the-email-address-of-a-user

Best regards

[RiatheTog]

Yes. I asked the AI assistant to help me through it all.

[karstenkoehler · Accepted solution]

@RiatheTog so when you click the menu in the top right corner in HubSpot, when it opens, you see your new email address?

If yes, then you're experiencing a bug which is easiest resolved if you reach out to HubSpot support in-app directly via the question mark icon in the top menu, then via chat / email.