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Qivra Help Center

Email Not Received

If you’re not receiving email notifications from form submissions, this guide will help you troubleshoot the issue.

Quick Checklist

Section titled “Quick Checklist”

Before troubleshooting, verify:

CheckHow to Verify
Email provider configuredSettings > Providers
Recipient email correctSettings > Notifications
Submissions are coming inCheck Submissions page
Check spam folderLook in junk/spam

Common Causes

Section titled “Common Causes”

1. Email Provider Not Configured

Section titled “1. Email Provider Not Configured”

Symptoms:

  • No emails sent
  • Settings show no provider

Solution:

  1. Go to Settings > Providers
  2. Select your email provider
  3. Enter required credentials
  4. Click Test & Save

2. Wrong Recipient Email

Section titled “2. Wrong Recipient Email”

Symptoms:

  • Emails sent but not to you
  • Delivery to wrong address

Solution:

  1. Go to Settings > Notifications
  2. Check “Send To” field
  3. Correct email address
  4. Save changes

3. Emails in Spam Folder

Section titled “3. Emails in Spam Folder”

Symptoms:

  • Emails sent successfully
  • Not appearing in inbox

Solution:

  1. Check spam/junk folder
  2. Mark as “Not Spam”
  3. Add sender to contacts
  4. Create filter to inbox

4. Email Provider Issues

Section titled “4. Email Provider Issues”

Symptoms:

  • Test emails fail
  • Error messages in settings

Solution:

  1. Check provider status page
  2. Verify API credentials
  3. Regenerate API key if needed
  4. Reconnect provider

5. Rate Limiting

Section titled “5. Rate Limiting”

Symptoms:

  • Some emails arrive
  • Sudden stop in delivery

Solution:

  1. Check provider rate limits
  2. Wait for limit reset
  3. Consider upgrading plan

Email Provider Specific Issues

Section titled “Email Provider Specific Issues”

Resend

Section titled “Resend”
IssueSolution
Domain not verifiedComplete domain verification
Invalid API keyRegenerate and update key
From email mismatchUse verified domain email

SMTP

Section titled “SMTP”
IssueSolution
Authentication failedCheck username/password
Wrong portTry 587 or 2525
SSL/TLS issueCheck encryption settings
Gmail app passwordGenerate app-specific password

Mailchimp

Section titled “Mailchimp”
IssueSolution
Invalid API keyVerify and update key
Wrong audienceCheck audience selection
Sync delayWait for processing

Klaviyo

Section titled “Klaviyo”
IssueSolution
API scope missingAdd required scopes
Wrong listVerify list selection
Profile not createdCheck for errors

Testing Email Delivery

Section titled “Testing Email Delivery”

Send Test Email

Section titled “Send Test Email”
  1. Go to Settings > Providers
  2. Click Test & Save
  3. Enter your email
  4. Check for test email

Check Submission Status

Section titled “Check Submission Status”
  1. Go to Submissions
  2. Look at Status column
  3. Find failed notifications
  4. Click to see error

Verify in Provider Dashboard

Section titled “Verify in Provider Dashboard”

Check your email provider:

  • Resend dashboard
  • SMTP server logs
  • Mailchimp reports
  • Klaviyo analytics

Spam Filter Issues

Section titled “Spam Filter Issues”

Common Spam Triggers

Section titled “Common Spam Triggers”
TriggerSolution
New domainBuild reputation over time
Spammy wordsReview email content
No unsubscribeAdd for marketing emails
Missing authenticationSet up SPF/DKIM

Improving Deliverability

Section titled “Improving Deliverability”
ActionHow
Verify domainComplete DNS setup
Use reputable providerChoose established service
Avoid spam wordsReview content
Include plain textEnable plain text version

Whitelisting

Section titled “Whitelisting”

Ask recipients to whitelist:

  1. Add sender email to contacts
  2. Create inbox filter
  3. Mark as not spam

Notification Settings Issues

Section titled “Notification Settings Issues”

Multiple Recipients

Section titled “Multiple Recipients”

If using multiple emails:

IssueSolution
One not receivingCheck that specific email
All not receivingCheck provider settings
CC/BCC not workingVerify CC/BCC fields

Per-Form Settings

Section titled “Per-Form Settings”

Check form-specific settings:

  1. Open form in builder
  2. Go to Settings > Notifications
  3. Check for overrides
  4. Verify recipients

Troubleshooting Steps

Section titled “Troubleshooting Steps”

Step 1: Verify Submissions

Section titled “Step 1: Verify Submissions”
  1. Check Submissions page
  2. Confirm submissions are recorded
  3. If not, form issue (not email)

Step 2: Check Status

Section titled “Step 2: Check Status”
  1. Look at notification status
  2. If “Sent” - check spam
  3. If “Failed” - check provider
  4. If “Pending” - wait or retry

Step 3: Test Provider

Section titled “Step 3: Test Provider”
  1. Go to email provider settings
  2. Send test email
  3. Verify delivery
  4. Fix any errors

Step 4: Check Recipients

Section titled “Step 4: Check Recipients”
  1. Verify email addresses
  2. Check for typos
  3. Confirm with test

Step 5: Review Logs

Section titled “Step 5: Review Logs”

If available:

  1. Check notification logs
  2. Look for error codes
  3. Research error meaning

Error Messages

Section titled “Error Messages”

Common Errors

Section titled “Common Errors”
ErrorMeaningSolution
550Invalid recipientCheck email address
551Not localUse correct server
552Mailbox fullClear space
553Invalid senderVerify from address
554Transaction failedCheck all settings

Provider Errors

Section titled “Provider Errors”

Check provider documentation for:

  • API error codes
  • Rate limit messages
  • Authentication errors

Still Not Working?

Section titled “Still Not Working?”

Gather Information

Section titled “Gather Information”

Before contacting support:

InformationWhere to Find
Email providerSettings > Providers
Recipient emailsSettings > Notifications
Submission statusSubmissions page
Error messagesNotification logs
Test resultsFrom testing steps

Contact Support

Section titled “Contact Support”
  1. Go to Settings > Help
  2. Submit support request
  3. Include gathered information
  4. Allow 24-48 hours for response

Video Tutorial

Section titled “Video Tutorial”
Play
Section titled “Related Docs”