Your form says sent. Did the enquiry reach you?

1. Agree on one test before changing anything.

Tell the person receiving enquiries that you are testing. Use a non-sensitive message such as "Website form test, September 7, 10:00 a.m." Keep the page address, time, device and displayed result. Never put a real customer's documents or private details into a test.

Check the page your customers actually use, not only a test-email button in a plugin. If the form fails on a phone, note which field or button prevents submission. Keep a working phone or alternative contact route visible while the problem is investigated.

2. Did the website accept the enquiry?

Ask the website administrator to look for that exact test in the form's submission record, if the system stores one. No stored record does not automatically mean failure: some forms send notifications without retaining submissions.

Separate these questions: did the browser submit, did the form provider accept it, and did a notification leave? A green message on the page cannot answer all three. WordPress explicitly notes that a successful mail-function result does not establish that the recipient received the email.

3. Is the notification going to the right place?

Have the administrator confirm that notifications are enabled for the correct form, the destination address is current, and any conditions match your test. An old employee's address or a separate mobile form can be easy to overlook.

If the provider has a mail log, compare its timestamp and destination with your test. Record a failure message for investigation, without sharing passwords or full customer messages. Sender and mail-server configuration may also need attention; WordPress's mail guidance explains why the sending setup matters. Do not change business-email DNS records by guesswork.

4. Check the receiving mailbox.

Search for the exact test subject across all mail, spam and trash. Check forwarding, filters and the intended mailbox with its owner. For Gmail, Google's missing-email checklist covers these common places to look.

A log marked "sent" can be useful evidence, but it is not the same as the recipient opening the correct inbox and finding your test. Ask for that confirmation before calling the issue resolved.

5. Verify the whole path after the fix.

Submit a fresh labelled test from the live website on phone and desktop. Confirm the enquiry arrives with readable contact details and a useful reply address. Check that required fields work, errors preserve entered details, and tapping twice does not create duplicate requests.

Keep a short dated record: page tested, result shown, notification destination and recipient confirmation. Recheck after changes to the form, hosting or business-email setup.

Need someone to check the next step?

Luminary's free three-point review looks at your public website, enquiry path and search presence. It does not include access to your inbox, plugin administration or a private email-delivery investigation. We explain what can be checked publicly and what needs an agreed repair scope.

Ongoing website support in Surrey and across Canada is available within the CAD $250/month Local Growth Plan for suitable sites. The initial term is three months; third-party costs and complex recovery are separate. See the scope.

Changing providers? Start with our website handover checklist.