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How to Troubleshoot Website Form Submission and Email Configuration

Last updated on Jul 24, 2025

How to Troubleshoot Website Form Submission and Email Configuration

Description:
This comprehensive guide will help you diagnose and resolve issues with website contact forms not sending emails, specifically on Joomla and WordPress sites hosted with Eco Web Hosting. It covers SMTP settings, MX record configuration, and essential troubleshooting steps for shared hosting customers.

> Important:
> PHP mail() is disabled on all Eco Web Hosting shared servers. All forms must use SMTP for email delivery.

Table of Contents

Understanding the Issue

If your website contact or enquiry forms are not sending emails, it is usually due to incorrect mail settings or DNS configuration. On Eco Web Hosting shared servers, SMTP must be used for all email delivery—PHP mail() is disabled for security and reliability.

Step 1: Check Your Email Delivery Method

  1. Identify how your website sends emails:

    • For most form plugins (e.g., Contact Form 7, RSForm), check if you're using SMTP or the default PHP mailer.
    • If set to PHP mail/sendmail, switch to SMTP.

  2. Confirm your website is configured to use SMTP.

    • For WordPress, use an SMTP plugin (e.g., WP Mail SMTP, Easy WP SMTP).
    • For Joomla, set up SMTP in the Global Configuration.

Step 2: Verify SMTP Settings

You'll need the following details for your SMTP configuration:

  • SMTP Host: mail.enmail.co
  • SMTP Port: 465
  • Encryption: SSL/TLS
  • Username: your full email address
  • Password: your email account password

WordPress SMTP Plugin Example

  1. Install a plugin:
    Recommended: WP Mail SMTP

  2. Configure the plugin:

    • Go to WP Mail SMTP > Settings in your WordPress dashboard.

    • Enter your SMTP details as follows:

      SMTP Host:     mail.enmail.co
SMTP Port:     465
Encryption:    SSL/TLS
Username:      yourname@yourdomain.com
Password:      [your mailbox password]

  3. Save changes and send a test email.

Joomla SMTP Configuration Example

  1. Login to Joomla Admin

  2. Go to System > Global Configuration > Server tab.

  3. Under Mail Settings, select:

    Mailer:         SMTP
SMTP Host:      mail.enmail.co
SMTP Port:      465
SMTP Security:  SSL/TLS
SMTP Username:  yourname@yourdomain.com
SMTP Password:  [your mailbox password]

  4. Save changes and test sending an email from your website.

Step 3: Confirm MX Record Configuration

Your domain must have the correct MX records for email delivery to work properly.

  1. Login to your cPanel.
  2. Navigate to cPanel > Domains > Zone Editor.
  3. Remove any existing MX records to avoid conflicts.
  4. Add the new MX record: 
    Host: @
Value: mx.enmail.co
Priority: 0
  5. Add the required SPF record (TXT): 
    Host: @
Value: v=spf1 include:spf.enmail.co ~all

Step 4: Test Your Form and Troubleshoot Errors

After configuring SMTP and verifying DNS:

Common SMTP Errors and Solutions

  • Authentication failed:
    Check your email address and password. Reset the password in cPanel if unsure.

  • Could not connect to SMTP host:
    Confirm the SMTP host is correct and port 465 is open. Use mail.enmail.co as the host.

  • Sender address rejected:
    Make sure the "From" address in your form matches the authenticated SMTP user.

  • SSL/TLS errors:
    Ensure you're using SSL/TLS encryption with port 465.

General Troubleshooting Checklist

  • [ ] Have you switched your form to use SMTP (not PHP mail)?
  • [ ] Are your SMTP host, port, username, and password correct?
  • [ ] Is your mailbox active and not full?
  • [ ] Are the MX records and SPF record configured properly?
  • [ ] Have you tested with a different recipient email?
  • [ ] Do you see any error messages? (Copy them—they can help diagnose the issue.)

Additional Tips and Tools

  • Check Email Logs:
    Use cPanel's Email Trace/Track Delivery to see if emails are being sent or rejected.

  • Check Spam/Junk Folders:
    Sometimes emails are delivered but marked as spam.

  • Test Your Forms:
    Manually submit your contact form after making changes and check both sender and recipient mailboxes.

  • Use File Manager or FTP:
    If you need to update form scripts or config files, use cPanel's File Manager or your preferred FTP client.

When to Contact Support

If you've followed all troubleshooting steps and your form emails still do not send, please gather the following details before contacting support:

  • Your domain name
  • Error messages received
  • Screenshot of SMTP settings
  • Form plugin/module used (e.g., Contact Form 7, RSForm)
  • Any recent changes to your site or hosting

Submit a support ticket via your Eco Web Hosting client area with this information for faster assistance.

> Need more help?
> Review our Email Hosting Help Articles or submit a ticket for expert support!