Non Hubspot form notifications are not being sent

[WDarsky]

Hi!

We suddenly ran into an issue with the Non hubspot forms notifications, they are on and we have some recipients added ( as it was when it was working) but they dont get any Hubspot notifications on the form submissions anymore.

Could this be an issue related to CORS? we have a console error related to it 

[Ben_M]

These issues should not be related. The CORS policy is part of your server configuration and your server admin should look into that further.

If you look into Hubspot for those contacts submitting the form, do you see their submission? If yes, are you able to review their progress to see where the email is sent? This could be from a workflow step or just reviewing their activity for emails. It's possible this could be related to GDPR opt in settings or other configurations as to why they are not getting your emails.

[WDarsky]

I am a bit confused, why does the same form duplicated or named in more ways than one in hubspot? The same form is called :

• #insegment-contact-page-form .wpcf7-form, .init
• #insegment-contact-page-form .wpcf7-form, .resetting,
• #insegment-contact-page-form .wpcf7-form, .submitting,
• inSegment - Contact Form

Its the same form but it gets submissions in too many places i would say on all these duplicates. Is this about receiving the submission at different states of sending or?

Thank you

[WDarsky]

I see the form submissions saved in Hubspot for the form im experiencing issues with but I don't see where I could review the progress to see where the notification for that form is being sent other place than where I firstly set the recipients list here Settings -> Marketing -> Forms -> Non Hubspot Forms ( this is on and the recipients are set) 

[WDarsky]

Actually, they are being saved only for one form, all the rest don't have submission saved since this issue appeared.

[Ben_M]

---

@WDarsky wrote:

I am a bit confused, why does the same form duplicated or named in more ways than one in hubspot? The same form is called :

• #insegment-contact-page-form .wpcf7-form, .init
• #insegment-contact-page-form .wpcf7-form, .resetting,
• #insegment-contact-page-form .wpcf7-form, .submitting,
• inSegment - Contact Form

---

These are not actually the same form in the eyes of Hubspot. To take a step back, the non-hubspot forms feature is unreliable from my experience as I would compare it to a bad security system. Imagine a keypad entry for a door with a camera on it. The camera takes a picture every time an entry is attempted. It can see what you enter on the keypad and capture that. However, hidden fields on a form wouldn't be captured and if you have additional validation (ie: anti-spam), the camera wouldn't be able to tell if you actually gained entry, only that you submitted your entry criteria.

Because of this, what Hubspot grabs are the classes of the form which is why you see #, ., .etc. From your classes, I can tell this is a Wordpress Contact Form 7 plugin that you are using. The last form in your list appears to be an actual Hubspot form, so this would be separate from the others. 

If they are being saved for only one form, which is the form that you are seeing the submissions on? That will tell us a lot about what is happening or where the feature is working/not working.

[WDarsky]

Thank you for helping me understand.

So for example the contact form submissions are being saved in the hubspot form with this name:

#insegment-contact-page-form .wpcf7-form, .init

The pop-up proposal form submissions are being saved in a form with this name: 

#insegment-popup-proposal-form .wpcf7-form, .init

We also have another form, case study download and the submissions are being saved in a form with this name:

inSegment - Case Study Download

They all appear to be non Hubspot forms, and we don't get the Hubspot notifications for these submissions event though that recipients part is set and it used to work a month ago or so, we didnt change anything. 

Thank you again,

Best regards

[Ben_M · Accepted solution]

If nothing has changed, I would recommend reviewing your mail settings on your internal mail server and ensure all whitelist settings from Hubspot are up to date and that no one mistakenly marked an email from hubspot as spam: https://knowledge.hubspot.com/marketing-email/not-receiving-hubspot-system-or-notification-emails . 

Also if you are triggering notifications via a workflow you can also review workflow history to see what issues may be on the notification steps of your workflow.