This article applies to all Thryv website plans, including the AI Website Builder and Thryv Managed Website.

This article covers how to troubleshoot missing website form submission email notifications in the Thryv® Website Builder, including how to verify the submission notification email address and where to check if notifications are being filtered as spam. This article does not cover how to set up a website form or configure form settings from scratch. For help setting up a website form, see how to add and configure a form on your Thryv website.

Why You May Not Be Receiving Website Form Submission Notifications

When a visitor submits a form on your Thryv website, an email notification is sent to the address configured in your form's Submission Notification settings. If that email address is incorrect or empty, notifications will not reach the right inbox. In some cases, notification emails are delivered correctly but are filtered into a spam or bulk email folder by the recipient's email provider. The two most common reasons for missing form submission notifications are an incorrect or empty notification email address and spam filtering. Use the steps below to identify and fix the issue.

How to Check the Submission Notification Email Address on Your Form

Follow these steps to verify that the correct email address is configured to receive form submission notifications.

1. Select your form in the Thryv Website Builder to open the form editing options. Then select Submission from the form settings menu.

   

   The screenshot above shows the form editing options in the Thryv Website Builder with the Submission tab selected. The Submission tab contains the notification settings for the form, including the email address where form submission notifications are sent.

2. Select New Submission Notification and verify that the email address in the notification settings is correct. If the email address is wrong, update it to the correct address and save the changes.

   

   The screenshot above shows the New Submission Notification settings in the Thryv Website Builder. The email address field displays the address currently configured to receive form submission notifications. If the field is correct, proceed to step 3. If the address is incorrect, update it and save before testing the form again.

3. If the email address field in the Submission Notification settings is empty, form submission notifications are sent to the first email address listed in your website's Content Library. To check which email address is listed first, select CMS in the Website Builder navigation.

   

   The screenshot above shows the Thryv Website Builder navigation with the CMS option selected. The CMS section contains the Content Library where the default business information is stored, including the email address used as the fallback notification recipient when the Submission Notification email field is empty.

4. In the CMS section, select Connected Data (CMS), then select Business Info.

   

   The screenshot above shows the CMS section in the Thryv Website Builder with Connected Data (CMS) expanded and Business Info selected. The Business Info section contains the business contact details stored in the Content Library, including the email addresses associated with the website.

5. In the Business Info section, locate the Email field and check which email address is listed first. When the Submission Notification email field is empty, form submission notifications are sent to the first email address listed in the Email field of Business Info. If the first email address listed is not where you want to receive notifications, either update the first email address in Business Info or add a specific email address in the form's Submission Notification settings.

   

   The screenshot above shows the Email field in the Business Info section of the Thryv Website Builder CMS. The Email field displays one or more email addresses associated with the website. The first email address listed is the fallback recipient for form submission notifications when no address is entered in the form's Submission Notification settings.

What to Do If You Are Still Not Receiving Form Submission Notifications

If the email address in the Submission Notification settings is correct but you are still not receiving form submission notifications, check the spam or bulk email folder in your email inbox. Form submission notification emails are sometimes filtered as spam by email providers. If the notifications are found in your spam or bulk folder, mark them as not spam to prevent future notifications from being filtered.

The screenshot above shows an email inbox with the Spam and Bulk Mail folders visible in the left-hand folder navigation. Form submission notification emails filtered into these folders will not appear in the main inbox. Check both the Spam folder and the Bulk Mail folder if notifications are not appearing in the main inbox after verifying the Submission Notification email address.

Frequently Asked Questions

What does this article cover?

This article covers how to troubleshoot missing website form submission email notifications in the Thryv Website Builder, including how to verify the submission notification email address and where to check if notifications are being filtered as spam. This article does not cover how to set up a website form or configure form settings from scratch. For help setting up a website form, see how to add and configure a form on your Thryv website.

What happens if I leave the Submission Notification email field empty?

If the Submission Notification email field is left empty, form submission notifications are sent to the first email address listed in the Email field of Business Info in the website's Content Library. To change where notifications are sent, either add a specific email address in the form's Submission Notification settings or update the first email address listed in Business Info.

What should I do if form submission notifications are going to my spam folder?

If form submission notifications are found in the spam or bulk email folder, mark the emails as not spam in your email client. Marking the emails as not spam tells your email provider to deliver future notifications to your main inbox instead of filtering them. If notifications continue to be filtered after marking them as not spam, contact your email provider for further assistance.

Can I send form submission notifications to more than one email address?

The Submission Notification settings in the Thryv Website Builder allow you to configure a notification email address for the form. For information on whether multiple notification addresses can be added, refer to the form Submission Notification settings in the Website Builder or contact Thryv Support for assistance.