I am not receiving enquiry notification emails from my website

Scenario

You have a website with us, but when someone makes an enquiry using one of the enquiry forms on your website then you don't receive an email notification to let you know.

How else to view enquiries

If you're missing an enquiry, the first thing to do is to check the enquiry is there on your website manager by going to the "Enquiries" section.

 

How to resolve not receiving email notifications about enquiries made via your website

There are a number of reasons why this could happen. Please check the following in order:-
 

1) Check your spam / junk folder

Often email notifications can end up there. Please check this first

 

2) Check the email address email notifications are being sent to is the correct email address. To do this:-

a) Go to the "Settings" section of the website manager, and then go to "General settings"

b) Under "Email addresses", check that the email address listed is correct

c) Go to the "Notifications" tab and check the email addresses listed there are correct

d) From this tab you can also enable SMS (mobile text message) notifications too

 

3) If the above is correct, please check to make sure that our email notification address isn't being blocked

Whilst it may appear that email notifications about enquiries are being sent directly by the customer (or person enquiring), this isn't the case. They are sent using the email address email.notifications@ph9mail.com as it's not possible for us to send enquiries direct from the customer (due to email/internet security rules applied by most internet and email service providers).

Instead we use the "reply to" field to make it so that when you reply to one of these emails the email goes to the person enquiring, but the emails are being sent from email.notifications@ph9mail.com.

So make sure you haven't inadvertently blocked email.notifications@ph9mail.com or added it to your spam / blocked senders list.

 

4) Enable SMS website notifications

We highly recommend enabling SMS notifications on your website. This allows you to receive text message alerts on your phone with any notifications, such as when someone enquires, or when an order is placed on your website.

To enable SMS notifications, simply -:

1. Log in to your website manager

2. From the left-hand menu, select ‘Settings’ and then ‘General settings’

3. Click the ‘Notifications’ tab

4. Scroll to the ‘SMS text message notifications’ section

5. Under ‘Phone number to receive SMS text messages’, enter the phone number you’d like to receive SMS messages to

6. Just below this, select ‘Yes’ for anything listed that you’d like to get SMS notifications for. 

7. Press the ‘Save’ button at the top or bottom of the page