Hubspot Form Submission Notifcation Emails not being received

[tricklowe]

I'm a web developer working on a client's website. Up until Friday, while their old website was functional, they were receiving all their hubspot form submission emails, as normal. 

The old website was on leadpages. The new website is on a WordPress site, hosted on DreamHost managed wordpress servers. 

The mment I changed the hoting DNS servers, the business stopped receiving the hubspot form notifiation emails. 

All the setting on HubSpot are correct.
The hosting DNS has been set up to send emails through Outlook, just like before.
They are receiving all other emails. 
I tried disconnecting the email channel on Hubspot, then reconnecting it, and it all connected fine. The test email also went through to the inbox, as it should.

Nothing I try makes a form submission email, get to the inbox, at all.


Any help would be appreciated. thanks.

[jonchim · Accepted solution]

I would confirm that forms are submitting properly, there could be a javascript conflict that is preventing a form notification from properly triggering.

https://knowledge.hubspot.com/forms/use-non-hubspot-forms

The non-HubSpot forms tool is dependent on the tracking code. HubSpot can only collect form submissions if the tracking code loads successfully. For example, if there are JavaScript conflicts on the page or a visitor's browser security extension blocking scripts, the form submission will not be collected.

[KSchuele]

I am having basically the exact same issues stated above. Everything works properly I get the notifictions but other do not 

[STierney]

Hey @KSchuele - thanks for following up here!

Can you clarify whether or not your setup is exactly the same as the setup outlined in the first instance? Are there any differences at all we should note (i.e. initial setup, did this start occurring after updating the DNS servers, etc)?

Shane, Senior Community Moderator

[tricklowe]

The best thing about this discussion, is that I clearly stated that the 'solution' didn;t solve my problem, but hubspot went ahead and marked it as solved.

Awesome. 

[STierney]

Hey @tricklowe - thanks for following up here!

To clarify, there may be multiple accepted solutions in one post, such as this. When there is context that is useful as a next step, or in similar future instances, it's helpful to outline all of the information that other Community members should review. Please rest assured that this certainly does not mean the thread will close, nor that the conversation will stop.

@jonchim - any further insight to continue assisting @tricklowe is much appreciated!

Shane, Community Manager

[jonchim · Accepted solution]

@tricklowe I would double check DNS records on email sending domains, check SPF records, check TXT records. 
Check your allowlist settings, check your quarantined folders

Here's another article that might be helpful
https://knowledge.hubspot.com/marketing-email/not-receiving-hubspot-system-or-notification-emails

[tricklowe]

Okay, got it. Looks like that's not it:

Tracking code installed, validated, and 2 new order forms submitted. 

The 2 orders and contacts are on the hubspot CRM. No emails in the email inbox. 

Nothing has been resolved. Same issue exists. 

[STierney]

Hey @tricklowe - thanks for posting in the Community!

I understand that you're having issues capturing form submissions after updating the DNS servers on your WordPress website. I may recommend reading through our knowledge base article on setting up HubSpot forms on external sites while I tag in some experts for recommended steps!

@mangelet, @HFisher7, and @jonchim - any insight on @tricklowe's inquiry?

Shane, Community Manager

[tricklowe]

Hi, it's set up appropriately, using the HubSpot plugin for wordpress, and a wordpress shortcode. 

The form operates correctly, and generates the lead on the HubSpot CRM. 

The only thing it doesn;t do, is notify use by email, as the notification emails aren;t going through. Even though the test emails got to the email inbox without a problem. 

I also added a Gmail account to the Hubspot profile, to try and send it pover there, that also did not work.

[jonchim]

hey @tricklowe, 
That is interesting, I would double check that the hubspot tracking code is installed on the new website. 

[tricklowe]

As emails do not go through websites, they go through email servers, and this email is going to microsoft outlook servers through DNS redirect... I'm not sure why this would be an appropriate response.

Why would I need a tracking code on the website?

For context, I'm using the Hubspot for WordPress plugin, and have the forms embedded using the shortcode from the plugin.

Wehn the form is submitted, it does generate the opportunity in the Hubspot CRM, but the email notification doesn;t go through.

[jonchim · Accepted solution]

I would confirm that forms are submitting properly, there could be a javascript conflict that is preventing a form notification from properly triggering.

https://knowledge.hubspot.com/forms/use-non-hubspot-forms

The non-HubSpot forms tool is dependent on the tracking code. HubSpot can only collect form submissions if the tracking code loads successfully. For example, if there are JavaScript conflicts on the page or a visitor's browser security extension blocking scripts, the form submission will not be collected.

[tricklowe]

Okay, so I installed the tracking code, and validated it's been installed correclty on Hubspot.

Filled out 2 order forms. 

Both order and contacts showed up in the Hubspot CRM, zero notification emails in the outlook inbox. 

Still got the same issue, not resolved.