Squarespace form emails not arriving? A checklist

When a Squarespace form email does not arrive, the inquiry may still be saved. These seven checks find where the email stopped. Do them in order, and each one tells you whether to stop or keep going.

Who is this checklist for?#

It is for anyone with a form on a Squarespace site who has noticed one of these:

1. A customer says they filled in your form, and you never got the email.
2. Test submissions you send yourself never show up.
3. Emails used to arrive, then stopped, and you cannot remember changing anything.

You do not need to know how email works. Each step says where to look and what the answer means. Write down what you find at each step. If you end up asking Squarespace support for help, that note answers their first questions.

If your form comes from another tool, not Squarespace's own form block, read step 7 first.

1. Did Squarespace save the submission at all?#

Start here, because it splits the problem in two. Find the list of form submissions Squarespace keeps for your site. If you are not sure where it is, search Squarespace's own help pages at support.squarespace.com. Look for the inquiry the customer says they sent, or your own test.

• The submission is there. The form works. The problem is the email. Go to step 2.
• The submission is not there. No email was ever sent, because nothing was saved. Submit the form again from another browser, and check that it shows a message saying it was sent.

Either way, read the saved submissions now. Each one is a person waiting for a reply. A short, polite reply today is better than none, even if it is late.

2. Is the form sending to the right address?#

Open the form block's settings and find the email address it sends to. If you cannot find that setting, search support.squarespace.com for it. Read it letter by letter. Look for these mistakes:

1. A typo, such as "hello@studoi.com" instead of "hello@studio.com."
2. An old address, such as a past employee's or one on an old domain.
3. An address that forwards. If "hello@yourbusiness.com" forwards to a personal inbox, the forward is one more place an email can be dropped. While testing, send straight to the inbox you read.
4. An address nobody checks, such as a shared inbox only one person opens.

If you find a mistake, fix it, save, and send a test. If the address is right, go to step 3.

3. Is the email in spam, junk, or quarantine?#

An email can arrive and still be filed where you do not look. Search your whole mailbox, not only the inbox, for the visitor's name or a word from their message. Check these places. The names come from each email provider and can differ, so if you cannot find one, check that provider's own help pages.

Quarantine is the one people miss. Mail held there may not show in any folder you can see. If someone else manages your business email, ask them to look. To learn who can release mail from quarantine, check Microsoft's own support pages or ask your email admin.

When you find a notification, mark it as "not spam," so later ones land in the inbox.

4. Was your address blocked after an earlier bounce?#

A bounce is an email sent back because it could not be delivered. That can happen if your inbox was full, your email was down for a while, or the address did not exist for a time.

Whether Squarespace stops sending to an address after a bounce is something to confirm with Squarespace itself, on support.squarespace.com or with its support team. If it does, nothing on your side looks wrong.

Signs this may be your problem:

1. Emails stopped on one day and never came back.
2. Your address is right, and nothing is in spam or quarantine.
3. Submissions are still being saved.

What to do: contact Squarespace support. Give them the exact notification address and the date emails stopped. Ask whether that address is blocked, and if it is, what can be done. While you wait, set the form to send to a second address you own, and see if emails arrive there.

5. Is Outlook or Microsoft 365 holding the email?#

If your address is on Outlook, Outlook.com, Hotmail, or Microsoft 365, do three things:

1. Add the sender as a safe sender. Open any notification you did get, read the address on its From line, and add it to your safe senders list.
2. Check your inbox rules. An old rule can move or delete messages without you seeing them. Look for any rule that mentions "form," "Squarespace," or "no-reply."
3. Ask your email admin about filters, if you use a business account. A company spam filter can block mail before it reaches any of your folders.

To tell if Outlook is the cause, set the form to send to a free Gmail address for one test. If the test arrives at Gmail and not in Outlook, the problem is on the Outlook side.

6. How do you send a test that shows where the email stopped?#

Use this routine:

1. Open your site in a private browser window.
2. Submit the form with a short, plain message, such as "Test 3, Tuesday 10:15."
3. Write down the time.
4. Check that it was saved, as in step 1.
5. Wait 15 minutes, then check every place in step 3.

Send one test to your normal address and one to a different email provider. Keep the test text plain. A message full of links can be filtered as spam.

7. What if your form is not Squarespace's own form block?#

If the form comes from another tool, its emails come from that tool, not Squarespace. Steps 3, 5, and 6 still apply. For steps 1, 2, and 4, look in that tool's own settings.

In Qualiform, the lead is saved on every turn of the conversation, so it is in your leads list even if no email arrives. Who gets the email is set on the Routing tab, under Who hears about new leads. Only a finished conversation is emailed. A conversation the visitor left partway, or one the AI closed early as out of scope, is not emailed, so a missing email is not always a delivery problem. Preview sends no lead email, so test on your own site. To add the sender as a safe sender, read the From line of a lead email you did get. The Squarespace install guide covers putting the form on your site.

What are the common mistakes?#

• Fixing one form and not the others. If your site has more than one form, check the address on each one. If you are not sure whether each form has its own email setting, check support.squarespace.com.
• Trusting one good test. One email getting through does not mean the next will.
• Changing many things at once. Change one thing, test, then change the next. Otherwise you never learn the cause.
• Relying only on email. Check your saved submissions once a week, even when emails seem fine.
• Forgetting the people who already wrote in. Reply to every saved inquiry you missed, kindly and plainly.

When is this not worth chasing?#

If you get only a few inquiries a month and read your saved submissions every day, a missing email costs you little. Checking the saved list is a good habit on its own.

If step 4 looks like the cause, do not spend hours testing. Contact Squarespace support early.

And if you spend more time sorting inquiries than finding them, the email may not be your real problem. The guide to qualifying leads from your contact form covers deciding which inquiries to reply to first.

How do you know it is fixed?#

Run the test in step 6 three times over one week, from two different email providers. Keep a small log:

When all three are saved and all three reach your inbox, it is fixed. After that, compare your saved submissions with your inbox once a month. Every saved submission should have a matching email.