Infinity3 Help Centre

Investigate promptly when customers report submitting a form but your team has not received the enquiry.

Check where it should arrive

Confirm the intended recipient mailbox and whether submissions are also stored in the website or a connected system.

A missing notification email does not necessarily mean the form submission was lost.

Run one controlled test

1. Open the public form and use clearly labelled test details.
2. Note the page URL, submission time and confirmation shown.
3. Check the recipient inbox, junk folder and any relevant mailbox rules.
4. Check stored entries or the connected CRM where your access allows.
5. Record whether the enquiry exists but its email notification is missing.

Avoid repeatedly submitting while investigating. Check that tests will not trigger unwanted customer messages or follow-up activity.

Tell Infinity3

Include the form URL, expected recipient, test time and any error. Mention recent changes to the website, email provider or integration.

Ask your email administrator to check delivery or mailbox issues where appropriate.

Things to know

Not every website form stores a recoverable copy of submissions. Do not assume a missing enquiry can be retrieved.

Do not disable spam protection or change email-routing settings without checking the wider effect.

Use an agreed alternative contact route while the problem is investigated, especially if the form is your main source of enquiries.