Troubleshoot a contact form that is not delivering

Identify which part is failing

A successful form submission, a sent notification, and a created support ticket are separate outcomes. Tell the team whether the visitor sees an error, the submission is stored but no email arrives, or a notification arrives without the expected ticket.

Run one labeled test

1. Use a clearly synthetic subject such as “Website form test.”
2. Record the page, submission time, and confirmation message.
3. Check the intended recipient mailbox and junk folder.
4. Check the form's submission record if you are authorized to view it.
5. Report the result without repeatedly sending the same test.

Avoid putting real customer details into troubleshooting submissions.

Explain the current integration

Include the form product, configured recipient, and current delivery provider if known. A Brevo notification does not automatically become a support ticket. Connecting a form to a support workflow requires agreed field mapping, requester identity, product routing, and duplicate handling.

Before changing the sender

Ask the team to review the sending mailbox and its authentication requirements. Changing a From address alone does not grant an application permission to send as that mailbox. Microsoft 365 delivery also depends on a configured connector and appropriate permissions. Keep any existing working notification route until the replacement has been verified end to end.