Emails from contact form dropping domain name

  • Resolved fearlessrc

    (@fearlessrc)


    1 year, 8 months ago

    We’ve run into a strange bug that we need fixed ASAP. When sending emails to our primary address via our contact form the emails are sent to simply “sales” rather than “sales@ourdomain.com.” The block setting on the contact form has the correct full email address and all other wordpress mails are coming into our inbox fine, so it is unlikely to be an issue with wp_mail. All of the form responses are captured correctly, but are sent out to the wrong email address.

    We only discovered the issue after checking our email. One of the dropdown options was also “Sales” so we considered that could be causing some strange conflict on the back end, but after changing that option and clearing the cache the problem persists.

    We’re not using any SMTP plugins; only the default WordPress email functions, and as mentioned above, all other emails are being sent successfully to the correct address.

    Thank you

    • This topic was modified 1 year, 8 months ago by fearlessrc. Reason: fixing minor typo

    The page I need help with: [log in to see the link]

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter fearlessrc

    (@fearlessrc)

    1 year, 8 months ago

    After poking around the database, it appears that the emails are correctly recorded as “sales <sales@ourdomain.com>” and are being sent out with that string. When using an email formatted with a nickname the log shows only the nick name and not the full email unless you look at the raw header info. That led us to mistakenly believe that the domain was being dropped.

    The case remains still though, Jetpack emails are not coming through to our inbox (nor our spam, nor our quarantine) while all other WordPress emails are. After spinning up a staging copy and changing the values in the database to the normal email format (sales@domain.com) rather than the nickname format and re-sending the problem emails they go through just fine.

    It’s possible the issue lies somewhere else, in the chain, like the email server, but in the meantime is there a way to force Jetpack to use a traditional email address style rather than the “nickname” style?

    Thread Starter fearlessrc

    (@fearlessrc)

    1 year, 8 months ago

    We managed to figure out the issue. It was indeed on the email server side and had nothing to do with WordPress or Jetpack directly. This topic can be closed.

    Plugin Support Animesh Gaurav (a11n)

    (@bizanimesh)

    1 year, 8 months ago

    Hey @fearlessrc – Thank you for the update and for identifying the root cause of the issue. I’m glad to hear that it was related to the email server and not directly related to WordPress or Jetpack.

    Since the issue has been resolved, we can indeed close this topic. If you have any further questions or concerns in the future, please don’t hesitate to reach out. Also, I appreciate your patience here! 🙂

Viewing 3 replies - 1 through 3 (of 3 total)
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