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Urgent Issue with Contact Form Submissions on one of our client

Dijo Sasidharan

Issue:

Hi Brizy Cloud Team,

One of my clients reported that they were able to fill out the form but couldn’t submit it. The screenshots they provided confirm that the form was completed, but the email was not sent. After reviewing the parameters on our end, everything seems correct.

Could you help clarify the following?

Questions:

  1. When did this issue start?
  2. How long has this issue been occurring?
  3. Why is the form submission failing despite correct parameters on our end?
  4. What could be the root cause of this problem?

    Waiting to the reply.

 

 

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Comments

4 comments

Date Votes
  • KC George

    Hello Dijo,

    I have tested the contact form at https://www.elex.co.nz/contact after adding my email address in the "Email To" field. I received a confirmation message on the page and also received an email notification.

    Kindly request your client to check if they received a copy of the above email notification. Coming to your questions

    1. When did this issue start? Apart from the test leads, the latest lead obtained via the website was on September 7, 2024, according to the leads in the "Leads" section of the project thumbnail. The problem might have begun sometime between today and September 7. 
    2. How long has this issue been occurring? 0-46 days
    3. Why is the form submission failing despite correct parameters on our end? The email notification was received in my Gmail Inbox, and the form submission appears functioning properly. Your client's mail server may have rejected the notification email if the same emails was not delivered to his inbox. If that's the case, they may need to whitelist the email address notifications@brizy.cloud   
    4. What could be the root cause of this problem? Only after looking into the issue on your end will you be able to determine the root cause.
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  • Jean-Pierre Michael

    I did have this issue with most of my website too. All the forms were disconnected or not functionning anymore. I realized that yesterday. I had to reconnect or duplicate them as they were not accessible anymore. So this probably appeared in september with the big cloud update. And this is annoying. I had to recheck 20 websites for this issue

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  • Dijo Sasidharan
    • Edited

    Issue Report: Brizy Cloud Form Notification Problem

    Thank you for your response. I am satisfied with the responses to questions 1 and 2; however, questions 3 and 4 require further clarification. Here’s a summary of the key points and outstanding issues:

    1. based on Question 3 

      • The configuration parameters for the Brizy Cloud form are correctly set as per the current options available to us. As a Brizy Cloud user, these are the only parameters that we can adjust.
      • The form functioned correctly until September 7, with the client receiving notifications from users who filled out the form. This indicates that the client's server had not been rejecting notifications up until that date.

    2. based on Question 4 

      • Given the limited configuration options in Brizy Cloud, we have little flexibility to investigate or adjust the form’s functionality further.
      • Another Brizy Cloud user, Jean-Pierre Michael, reported a similar issue with his form on his website, highlighting a potential pattern or broader issue with Brizy Cloud’s notification functionality.

    3. Intermittent Issue Observed

      • When the client initially reported the issue, the form was not functioning as expected according to their experience and attached screenshots earlier.
      • However, during subsequent testing by myself, the client, and the Brizy Cloud team, the form appeared to be functioning properly (attached screenshot below). This intermittent behaviour raises questions about the root cause (not yet identified) of the issue.

    4. Client's Concern

      • The client has expressed significant concern, especially if this issue has impacted communication with potential customers, as noted in the following email:

    Client Email Excerpt
    "Could you please clarify the root cause of this issue? I’d also like to know how long this has been occurring. Additionally, could you provide any relevant logs? If this issue has prevented potential customers from reaching us, it’s a significant concern that requires immediate attention. I believe such incidents need thorough investigation to ensure they don’t recur. I trust that you’re taking the necessary steps to address this."

    Our questions.

    1. What steps will Brizy Cloud take to investigate the intermittent functionality and unclear root cause that keeps on happening of the same form submission issue?

    2. How soon can Brizy Cloud provide an immediate resolution to prevent potential losses from missed communications with clients' prospects if forms fail?

    Question from my client

    1. Can you provide any relevant logs related to this issue?
    2. What steps are being taken to investigate and address this issue to prevent it from recurring?

     

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  • KC George

    Hello Dijo,

    Let me summarize the main points I have understood 

    • In the past, your client experienced multiple instances of Brizy form email alerts not arriving in his inbox.
    • The loss of enquiries due to failed email notification is a matter of concern.  
    • In order to minimize opportunity loss and prevent inquiries from being lost, you are looking for a way to reduce the frequency of such incidents.

    My thoughts on these issues

    • We monitor the Dashboard, Database Server, Preview Servers, CMS Server, CDN, and other key Brizy Cloud servers, however we don't have tracking for email notifications. You can see the status of these servers at https://status.brizy.io/
    • In order to gather leads from our website, our business relies on Brizy Cloud email notifications seen on pages such as https://www.brizy.io/white-label-ai-website-builder#Contact. White label builders and thousands of other Brizy Cloud customers rely on Brizy Cloud's email notifications.
    • We will investigate the underlying cause of these failures based on your experience and Jean-Pierre Michael's.

    A possible solution to address the concerns 

    • Please consider creating a contact form with a reputable provider in light of multiple cases of Brizy form email alerts not being delivered and the resulting loss of inquiries.
    • Create a contact form at the vendor website and embed the form to your page
    • Configure email notifications with the form vendor

    Here are a few form builders you could consider

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