How to troubleshoot a form or undelivered confirmation emails

You’ve set up your form, but you notice that it is not working as expected. Perhaps the Subscribe button doesn’t take any action, the confirmation email is not being sent, or subscribers are not being added to the assigned group after signing up.

To start troubleshooting your form, make sure you check the following on the Forms page:

If it’s a pop-up or a promotional form, make sure it is active. If it's paused, simply toggle the switch to the green ON position.

There should be least one group assigned to which subscribers will be added when they sign up. Without an assigned group, the form will not be able to add subscribers to your list. 

1. Click on the Overview button of the form.

2. Click on Edit groups on the Groups section.

If double opt-in is enabled, the subscriber must first confirm their subscription via the confirmation email sent to them, in order to be added to your list. If the subscriber does not click the link in the confirmation email, they will remain in the 'Unconfirmed' status. A confirmation email is sent to the same subscriber only once every 24 hours.

Make sure to have a valid sender's email address set up. Without it, the confirmation email won't be sent.

1. Click on the Double opt-in tab. 

2. Under the Confirmation email tab, on the Sender row, check if there is a valid email address. If there isn’t one, click on Edit.

Inside the confirmation email, variables shouldn’t have any spaces, the wrong brackets or any weird formatting. Click on Edit to customize the confirmation email.

For more information on how to set up custom variables, check our help article How to create and use custom fields.

Existing subscribers

If your existing subscribers enter their email address to sign up through one of your forms, the confirmation email may or may not send, depending on the status of the subscriber in your account:

• Unconfirmed - Double opt-in email will send

• Unsubscribed - Double opt-in email will send

• Deleted (was Active during deletion) -  Double opt-in email will not send, but change the subscriber's status to Active

• Deleted (was unsubscribed during deletion) - Double opt-in email will send

To test your form, you can use different versions of your email. To do this, simply add a + sign and a number after your email name.

For example, if your email is "example@mailerlite.com," use example+1@mailerlite.com, example+2@mailerlite.com, or example+3@mailerlite.com, etc for testing. Messages sent to these emails will still arrive in your "example@mailerlite.com" inbox, but MailerLite will recognize each email as a separate subscriber. This way, you can test your forms without needing new email inboxes.

If you are still having trouble with confirmation emails after trying the above steps, check MailerLite's support options.

You’ve set up your form, but you notice that it is not working. Perhaps the Subscribe button doesn’t take any action, the confirmation email is not being sent or subscribers are not being added to the assigned group after signing up.

To start troubleshooting your form, make sure you check the following on the Forms page:

If it’s a pop-up or a promotional form, make sure it is active.

There should be at least one group assigned where subscribers will be added upon sign-up. If there isn’t any assigned group, the form will not add any subscribers to your list.

1. Click on the name of the form to be taken to its Overview page. 

2. Scroll down to the Subscribe to groups section.

3. Click on Edit to add a group. 

If double opt-in is active, then the subscriber should first confirm their subscription via the confirmation email sent to them before they can be added to your list.

If double opt-in is active, check that there is a valid sender's email address. If there isn’t one in place, then the confirmation email will never be sent.

1. Click on the Double opt-in email tab. 

2. On the Sender row, check if there is a valid email address. If there isn’t one, click on Edit.

On the Double Opt-In Email tab, you will find the confirmation email that will be sent to subscribers upon sign-up.

Inside the confirmation email, variables shouldn’t have any spaces, the wrong brackets or any weird formatting. Click on Edit to customize the confirmation email.

For more information on how to set up custom variables, check our help article How to create and use custom fields.

If none of these steps help, it’s likely that the email might’ve landed in the subscriber’s spam folder or there was a typo made upon entering the email address upon sign-up. The easiest fix is to simply restart the process.

If you are still having trouble with confirmation emails after trying the above steps, check MailerLite's support options.