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Troubleshooting: Not Receiving Messages from Contact Form

TTG CE3 Client Response Gallery and the TTG CE3 Pages “Contact” page include form-to-email functionality, wherein a visitor may submit messages from your website which should arrive at your email address. If you are not receiving email messages, the information below should help you to solve the problem.

1. Verify hosting requirements
In order to run the Form-to-Email PHP script, you must have PHP (version 4.1.0 or later) on your webhosting account, and have the PHP mail() function enabled and working. If you are not sure about this, please ask your webhost about it.

2. TTG does the setup for you
The Form-to-Email script and website contain generic instructions for setting up the script for use on your website, including how to set your email address, etc. Ignore these instructions. The TTG plugin does this setup for you, and you should not alter the Form-to-Email PHP script.

3. Upgrading to Form-to-Email Pro
TTG plugins include the free version of the Form-to-Email PHP script. If you have purchased and are upgrading to the Form-to-Email Pro script, please follow our upgrade instructions on how to use the script with your TTG plugins.

4. Verify that the script is running
On submitting the email form on your site, you should be taken to a “Thank You” page. If you are getting the “Thank You” page when the form is sent, then the script is running correctly and you should move on to the steps below. If you are not getting the “Thank You” page, then your server probably does not meet the hosting requirements above.

5. Verify your receiving address; supply a FROM address
During setup within Lightroom, verify that you have correctly entered your “Receiving Email Address”. If the receiving address is correct and you are still not receiving messages, then you should also supply a ”'FROM' Email Address'.

In the images above, I have set my receiving address as my Gmail account; messages will be delivered to my Gmail account. However, because I am running my script from http://theturninggate.net, then I need to supply an @theturninggate.net address as my 'FROM' Email Address.

Messages will not be delivered to the 'FROM' address. The address is used only to fill in information in the email header so that it may appear more valid when passing mail server security checks.

6. Check your mail filters
Check that there are no email filters at your end rejecting the email from the script. Check for filters on the subject line. In some cases, an email may be rejected if the subject line contains ”.com”. Check that the email is not in the junk or spam folders.

7. Verify web server compatibility
Some servers, particularly Windows, use SMTP to send email and do NOT use the PHP mail() function. You must check with your host and be sure that the PHP mail() function is enabled and working. This is a requirement for the script to work.

If your site is on a Windows machine using the PHP mail() function, then you might get errors like these:

Warning: mail() [function.mail]: SMTP server response: 554 ... Recipient address rejected: Relay access denied in ... 
Warning: mail(): SMTP server response: 550 5.7.1 Unable to relay for ... 
Invalid From: header

These errors are usually caused by not having the PHP configuration file (php.ini) configured correctly on your system (your host can advise further). You can try the solution below to correct this. You need to add some code to the script, save it and upload it to your webspace.

Take note that the stated hosting requirements for TTG plugins call for hosting on Linux OS and Apache server; The Turning Gate does not support hosting on Windows environments.

8. Seek additional support information from formtoemail.com
The official Form-to-Email PHP script website offers further support information. Failing all of the above, you should seek solutions at http://formtoemail.com. In particular, this page may contain useful information.

not_receiving_messages_from_contact_form.txt · Last modified: 2013/04/08 06:21 by admin