Not getting emails or Form Submissions, Just Payments

  • Resolved tronkin

    (@tronkin)


    3 years, 8 months ago

    We’ve been using your Forminator plugin for two weeks on a brand new web site. At first, it seemed fine. I set up a form, connected it to Pay Pal, and ran a sandbox test. It went through as expected, with email notification and form data stored on the site, so I went live.

    After launching the site, 2 more registrations showed up in the dashboard, but only one email notice was received.

    Yesterday, two people reached out to complain that they cannot complete registration because the site is hung up after pressing the SUBMIT button. I went to the dashboard, processed a plugin update I saw there, and hoped it was a bug fix.

    Now I’ve come to learn there have been 14 registrations and only 2 are showing up in the dashboard. None of the new ones came by email. All we have is the Pay Pal payment emails.

    Is there any way you can help us? Thank you!!

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

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Saurabh – WPMU DEV Support

    (@wpmudev-support7)

    3 years, 7 months ago

    Hello @tronkin,

    I am sorry to know that you faced issues and had to through a lot of checks.
    I have a couple of questions here. If all the registrations, did you also receive the payments or that was an issue too?

    If the payments went through and it is just the emails that are an issue here, this could be related to the PHP email delivery or the SMTP email configured on your site too, To ascertain if there are any issues with the emails, you can install the following plugin to check if the email delivery works:
    https://wordpress.org/plugins/check-email/

    You can also try to send a password reset request to check if that works. If that does not work, then you would need to configure SMTP email for the same or check the existing SMTP email setup.

    Are you currently not using any SMTP email on your site? We have another great white-labelling plugin which can help you with that too:
    https://wordpress.org/plugins/branda-white-labeling/

    Here is the doc which would help you configure Branda Email SMTP on your site:
    https://premium.wpmudev.org/docs/wpmu-dev-plugins/branda/#smtp

    Should you have any doubts or need any help, please reply in the three here and we would be happy to help. Also, please let us know what works for you from the above-suggested methods.

    Thank you,
    Prathamesh Palve

    Thread Starter tronkin

    (@tronkin)

    3 years, 7 months ago

    After I posted to this forum, I installed WP Mail SMTP. Test emails worked fine. Minutes later, we received a registration that went through as expected…

    1) your email
    2) submission stored in the dashboard
    3) Pay Pal’s email

    But then, we got another registration that did not work as expected. No email from your plugin. No submission stored in the dashboard.

    Our biggest issue is submissions not saving in the database. We’ve had 14 paid registrations. Only 3 registrations and 2 sandbox tests appear in our dashboard. There are 11 missing registrations. Thankfully, we received a Pay Pal payment email for each one, but the form data is no where to be found. Not good.

    When I go to Settings > Submissions in your plugin, the default for “Submissions Retention” is “Custom 0 days.” Could this be a reason why it fails? Yet, even after I made it “Forever” and saved it, we still received a registration that didn’t save in the dashboard and had no email from your plugin.

    Is there anything else I should be looking at to determine why your plugin is not working as expected?

    Thank you for your help.

    • This reply was modified 3 years, 7 months ago by tronkin.
    Plugin Support Predrag – WPMU DEV Support

    (@wpmudev-support1)

    3 years, 7 months ago

    Hi @tronkin,

    I can see that you have caching active on that page and this is something that can actually affect submissions in some cases.
    Can you try editing your form, go to Behavior tab and enable “Load form using AJAX” and “Prevent page caching on form pages” options and see if the submissions are working fine after that?

    If that doesn’t help, do you have a staging site where you could switch to PayPal sandbox mode so we could submit the form from our end and see if there are console errors that could tell us what is going on?

    Cheers,
    Predrag

    Thread Starter tronkin

    (@tronkin)

    3 years, 7 months ago

    Thank you, Predrag. I made the changes you suggested for caching and will let you know if there are further issues.

    Tamara

    Plugin Support Dimitris – WPMU DEV Support

    (@wpmudev-support6)

    3 years, 7 months ago

    Hello @tronkin

    I’m closing this topic due to recent inactivity.
    Feel free to post back any updates and we can reopen it and carry on. 🙂

    Take care,
    Dimitris

Viewing 5 replies - 1 through 5 (of 5 total)
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