Problem with forms not sending

Where can we see the website in question?

The problem happens with the booking form in, for example, this page: https://runnerbeantours.com/gaudi-sagrada-familia-tours/

Most times, it works fine, but every so often, we get an email from a client describing the problem.

Thank you.

Where on the page do you have the form having the issue?

It’ in the contact form called REQUEST TOUR.

What other plugins and theme do you use on the site?

These are all the active plugins:

301 Redirects

Advanced CF7 DB

Advanced Custom Fields PRO

Advanced Editor Tools

Akismet Anti-spam: Spam Protection

Classic Editor

Contact Form 7

Contact Form 7 – Dynamic Text Extension

Contact Form 7 confirm email field

CookieYes | GDPR Cookie Consent

Custom Datepicker NMR

EWWW Image Optimizer

Genesis Simple Sidebars

Genesis Title Toggle

Jetpack

MultilingualPress

Multisite Post Duplicator

Multisite User Management

Plugin for Google Reviews

Rank Math SEO

Rank Math SEO PRO

Responsive WordPress Slider – Soliloquy Lite

Simple Social Icons

Smash Balloon Instagram Feed

Table of Contents Plus

Testimonial Rotator

Widget for Social Page Feeds

WP Lightbox 2

WP Rocket

Yoast Duplicate Post

The theme is a custom theme created for the Genesis Framework

Try switching to the default theme, deactivating all plugins excluding Contact Form 7, Akismet Anti-spam and Classic Editor, and clearing all cache data.

Why you are advised to deactivate plugins and switch to the default theme.

Thank you. I can do that and then activate back all plugins again and our theme straight away as otherwise, the website wouldn’t work properly.

What I am trying to say is that I can’t really do a test after I deactivate each plugin because I wouldn’t know if the problem is gone or not (it works fine on my end and in most cases).

Do you think that this could work with the same configuration I have now (after deactivating and cleaning the caché), or do I need to get rid of the problematic plugin or theme? This wouldn’t be an option as explained above.

When they press the SEND button, it keeps bubbling indefinitely and the message doesn’t send.

This is a typical symptom when there is a problematic plugin or theme interfering contact form submission. You need to pin down which one is causing it.

Unless the same happened to someone else and managed to find which plugin is causing the problem, I am afraid that this is impossible to know.

If it happened all the time, I could test it myself little by little until I found the problematic plugin, but as it happens with an external person (and only sometimes, most times it works fine), I will never know if the problem is fixed or if it just hasn’t happened again yet. I hope I explained myself.

As I mentioned, the only solution I can find if it someone else had the same problem and fixed it disabling one of the plugins that I also use. Then, I could try to find an alternative plugin and wait for a few weeks to see if another client reports the problem again or if it was that specific plugin and the problem is fixed.

Any thoughts on a problematic plugin based on your experience?

This could be due to issues with reCAPTCHA or security/firewall. Look at your site’s access logs on the server for any related issues.

The problem is not solved and it is actually getting more common that clients contacts us because it didn’t work for them.

“This could be due to issues with reCAPTCHA or security/firewall. Look at your site’s access logs on the server for any related issues.” We don’t have any reCAPTCHA installed.

Any more ideas on how to solve it? At this point, I am looking into using another form plugin because I can’t see an easy solution ??

It would help to find someone who can replicate the problem and ask them to check their browser console. If there’s nothing there, you can look up their public IP address in your server’s access log.

Without any output or direct experience, we can only give you general advice here, so try to replicate the problem and generate some ouput for us to look at.