Form Submissions Going to Trash

Hi @brandonjp

The Jetpack Contact Form has an option to configure the email where the responses are being sent. Can you confirm the block is set to send emails to the right address?

Other than that, we’d need more details about your setup to try and figure out how to help further.

HTH,

Hello @cgastrell – Thanks for looking at this. The email address is definitely set correctly.

Any clue why all messages (even real user messages) are going straight into the Trash of “Form Responses” on the WordPress site? And more importantly, how to troubleshoot or resolve at least that part?

Happy to give my details about my setup, what details do you need? Here’s an overview:

• WordPress 6.3
• Jetpack 12.5
• on Flywheel managed hosting: PHP 8.1, PHP-FM, nginx, mysql

Thank you.

• This reply was modified 1 year, 2 months ago by brandonjp. Reason: clarify question
• This reply was modified 1 year, 2 months ago by brandonjp.

Hey @brandonjp – could you please install the SMTP plugin on your site? You could try using a plugin like the ones found here:

• https://www.ads-software.com/plugins/tags/smtp

Those plugins will let you configure your own mail server information that WordPress will use when it sends out emails from your site. Two famous SMTP plugins are Post SMTP Mailer/Email Log and WP Mail SMTP by WPForms. You can check the tutorial on how to set up here:

• Post SMTP Mailer/Email Log: https://www.cloudways.com/blog/post-smtp-mailer-fork-of-wordpress-postman-smtp-plugin
• WP Mail SMTP by WPForms: https://wpmailsmtp.com/wordpress-emails-going-to-spam/#install

Let me know if this helps. ??

Hi there, @brandonjp,

It’s been one week since this topic was last updated. I’m going to mark this thread as solved. If you have any further questions or need more help, you’re welcome to open another thread here. Cheers!

Hi @erania-pinnera definitely not resolved, but thanks for the head’s up. I missed the reply from @bizanimesh

Just to make sure folks aren’t mis-understanding… My primary issue is not with messages going to trash in my email inbox, it’s that all messages submitted on the frontend to the Jetpack form are going straight into the Trash section of “Form Responses” in WP Admin? 

While the secondary issue (that Jetpack is the only contact form plugin that’s not sending emails) is also a problem, it was my mistake for confusing things by mentioning wp_mail

To be clear – see this screenshot to understand the part I’m trying to troubleshoot: https://cln.sh/bp2c2hK9

• This reply was modified 1 year, 2 months ago by brandonjp.

Hi @brandonjp, thanks for your patience as we continue to work through a backlog of support requests. ??

Let’s go back to this:

FYI – I’m guessing it’s an issue with Jetpack’s spam filtering? But I’m not sure how to resolve it.

Are you using Jetpack Aksimet Anti-Spam or Akismet by itself? If so, do you have “Silently discard the worst and most pervasive spam so I never see it” selected in the settings?

And/or are you using any other spam plugins (like a captcha, for example)? If so, take a look at those settings and see if they’re on some kind of strict mode.

If none of this helps (assuming you’re using Akismet in some capacity), can you share your site’s address with us so we can take a closer look? Thanks!

Hello @brandonjp

Do you have updates about that? We usually close inactive threads after one week of no activity, but we want to make sure we’re all set before marking it as solved. Thanks!

thanks @tamirat22 and @jenhooks

I don’t have Akismet or any other specific anti-spam that I’ve knowingly setup. (Unless my client did that but I doubt it and I’m not seeing anything.) Does Jetpack include some by default? I’m unable to find any settings related to spam.

The production url is https://poptential.org

I can also send a login for the site if that helps, just let me know where. Thanks

Hi there,

I checked on the Akismet side and confirmed that Akismet is not set up on your site. Jetpack doesn’t include any spam settings by default.

Have you checked the Disallowed Comment Keys section in wp-admin? To check it, navigate to Settings -> Discussion, and scroll down to the Disallowed Comment Keys section. If there are entries in that setting, they could be causing the contact form submissions to be put into the trash.

Another plugin could be interfering with the contact form submissions. To investigate that, you could deactivate all plugins other than Jetpack and send a contact form submission. If that submission does not go to the trash, that would suggest that another plugin is interfering, and you would need to activate them one by one to find the culprit.

@kbrownkd Ah ha!! That’s definitely it. We have comments completely disabled and sometimes we prevent comments by setting disallowed_keys = 'mozilla' — I never thought about Jetpack using disallowed_keys but it makes sense why. That solved the problem. Working exactly as expected now. Thank you! Thank you! Thank you!