---
title: "Why Aren’t My Website Enquiry Emails Reaching My Inbox?"
source: https://4property.com/topic/getting-started/why-arent-my-website-enquiry-emails-reaching-my-inbox/
updated: 2025-12-05T15:52:28+00:00
---

# Why Aren’t My Website Enquiry Emails Reaching My Inbox?

## Table of Contents

- 1. How your website emails are sent
- 2. What “Success” in Post SMTP actually means
- 3. What “Delivered” in SendGrid means
- 4. The usual culprit: IT security blocking wordpress@yourdomain.com
- 5. How to troubleshoot – step by step
  - Step 1: Confirm the website and forms are working
  - Step 2: Check your own mailbox (quick checks)
  - Step 3: Involve your IT company (this is usually where the fix happens)
- 6. Optional checks & improvements
- 7. Summary: where the issue usually is

## 1. How your website emails are sent

A typical setup works like this:

1. A user fills in a form on your website (e.g. contact form, valuation form, free appraisal, etc.).
2. WordPress passes that form entry to **Post SMTP**.
3. Post SMTP connects to **SendGrid** (our email delivery service).
4. SendGrid hands that email to your **recipient mail server** (usually managed by your IT company or email provider).
5. Your mail server decides what to do with it:
  - Deliver to Inbox
  - Deliver to Junk/Spam
  - Quarantine it
  - Block it entirely

So there are **three main places** things can go wrong:

1. The website/form itself
2. Post SMTP / SendGrid
3. Your email system / IT provider

When Post SMTP and SendGrid both show “success” or “delivered”, it means **step 1 & 2 are working**. The issue is almost always in **step 3**.

---

## 2. What “Success” in Post SMTP actually means

In **Post SMTP**, a “successful” status means:

- WordPress successfully handed the email to Post SMTP.
- Post SMTP successfully connected to the external mail service (SendGrid).
- SendGrid accepted the email for delivery.

If there was a problem at this stage (e.g. SMTP authentication failure, wrong API key, DNS issue), you would see **errors** in the Post SMTP log, not “success”.

So, if Post SMTP shows the email as **sent successfully**, the email has **left the website** and is in SendGrid’s hands.

---

## 3. What “Delivered” in SendGrid means

In **SendGrid**, a status of “delivered” means:

- SendGrid successfully handed the email to the **recipient’s mail server**.
- The recipient’s server responded with a code that means:
  *“Okay, I’ve accepted this message.”*

From SendGrid’s perspective, the job is done. After that, **your IT/mail system** decides where the email goes:

- Inbox
- Junk/Spam
- Quarantine
- Or silently dropped/blocked

So when you see:

- ✅ **Post SMTP: Success**
- ✅ **SendGrid: Delivered**

…it is a **very strong indication** that the issue is **inside the agency’s email system**, not on the website.

---

## 4. The usual culprit: IT security blocking `wordpress@yourdomain.com`

Most agencies use an IT company or a managed email service. These systems often have:

- Spam filters
- Quarantine systems
- Block lists / allow lists
- Rules around “suspicious” senders

A very common pattern we see is:

- The website sends from a generic address like `wordpress@yourdomain.com`.
- The IT system decides this sender is suspicious or “spammy”.
- All emails from that address are:
  - Marked as spam
  - Quarantined
  - Or outright blocked

Until the IT provider:

- **Unblocks** that sender, and
- **Releases** the quarantined emails

…you will not see the enquiries in your inbox, even though everything looks perfect in WordPress, Post SMTP and SendGrid.

---

## 5. How to troubleshoot – step by step

### Step 1: Confirm the website and forms are working

Ask your web team to:

1. **Submit a test enquiry** via your forms.
2. Check **Form Entries in WordPress**
  - In most setups:
    `WordPress → Forms → Entries`
  - Confirm that the test submissions appear there.
  - If the entries are visible, the form itself is working.
3. Check **Post SMTP logs**
  - Confirm the test email shows as **successful**.
4. Check **SendGrid activity**
  - Confirm the email shows as **“delivered”** to the correct recipient address.

If all of the above are confirmed, the website is doing its job.

---

### Step 2: Check your own mailbox (quick checks)

You or your team should:

1. Check **Inbox**, **Spam/Junk**, and **Other/Clutter** folders.
2. Search for:
  - The subject used on the form emails (e.g. “New Website Enquiry”)
  - The sender address (e.g. `wordpress@yourdomain.com`).
3. If you find any:
  - Mark them as **“Not Spam”** / **“Not Junk”**.
  - Add the sender (e.g. `wordpress@yourdomain.com`) to your **safe senders** / **allow** list in your mail client.

If nothing shows up anywhere, move on to the IT provider.

---

### Step 3: Involve your IT company (this is usually where the fix happens)

When Post SMTP and SendGrid both say success/delivered, your IT provider is the only one who can see what happened on the mail server.

Send them a clear request, for example:

> “Our website sends enquiries via SendGrid using `wordpress@ourdomain.com` as the sender.
> Post SMTP and SendGrid both show the messages as *successfully delivered* to our address, but we are not receiving them.
>
>
>
> Please check on your mail server:
>
>
>
> - Are emails from `wordpress@ourdomain.com` being **blocked**, **marked as spam**, or **quarantined**?
> - If so, please **release** them and **allow-list** this sender so future website enquiries are delivered to our inbox.”

Specifically ask them to check:

- **Quarantine**
- **Spam filters**
- **Blocklists / deny rules**
- Any rules that might block emails sent “on behalf of” your domain via SendGrid

In many cases, they will find something like:

- “The sender `wordpress@yourdomain.com` was marked as spam and quarantined.”
- They then unblock the sender and release the queued emails.
- New enquiries start arriving normally.

---

## 6. Optional checks & improvements

To reduce future problems, discuss these with your web team and IT provider:

1. **Use a clear, dedicated sender address**
  - e.g. `website@yourdomain.com` or `no-reply@yourdomain.com` (instead of `wordpress@…`).
  - Make sure your IT provider knows this address is legitimate.
2. **Confirm SPF, DKIM and DMARC are correctly set up**
  - Your DNS should explicitly allow SendGrid to send emails on behalf of your domain.
  - This improves deliverability and reduces the chance of being flagged as spam.
3. **Have a backup notification address**
  - For example, send enquiries to both:
    - Your main office email (managed by IT), and
    - A secondary address (e.g. a generic cloud mailbox).
  - If one fails, you still get the enquiries in the other.
4. **Regularly review Form Entries in WordPress**
  - Even if emails fail, the enquiries are often stored in WordPress.
  - This can help you recover any “missing” enquiries.

---

## 7. Summary: where the issue usually is

When you’re using **Post SMTP + SendGrid** and you see:

- Post SMTP: ✅ **Success**
- SendGrid: ✅ **Delivered**

…then:

- The **website is working**.
- The **forms are working**.
- The email has **left the website** and has been **accepted** by your mail server.

If the message still isn’t visible in your inbox, the issue is **almost always**:

- Your **IT company’s email security**:
  - Blocking or quarantining the sender (e.g. `wordpress@yourdomain.com`), or
  - Treating those messages as spam.

The fix is usually straightforward:

1. Confirm via WordPress, Post SMTP and SendGrid that the email was sent and delivered.
2. Ask your IT provider to **unblock and allow-list** the website sender address.
3. Check any quarantined emails and release them.

Once that’s done, future website enquiries should arrive reliably in your inbox again.