Troubleshooting Missing Push Notification Emails from WIX in Google Workspace

If you're an admin in Google Workspace and you're not receiving push notification emails from WIX, even though other emails are being received normally, you're not alone. This issue often involves authentication and email delivery settings that need to be revisited. This article provides step-by-step guidance to help you resolve these issues effectively.

Understanding the Problem

When using WIX to manage your site's contact forms, it's crucial your email settings are configured correctly to avoid missing vital communications. If you've found that notification emails are sent successfully to alternative addresses (like personal emails) but not to your Google Workspace account, this guide is for you.

Steps to Troubleshoot the Issue

1. Verify Form Provider’s Authentication Method

First, determine how WIX sends emails and verify that the proper authentication methods (SPF, DKIM, or SMTP) are configured:

• SPF: Verify if WIX uses SPF records. If so, ensure these records are updated to allow WIX messages to pass through Google Workspace undetected as spam.

  • Add a DNS TXT record at your DNS provider to include the WIX email servers in your SPF. A typical SPF record for Google Workspace looks like this:

    v=spf1 include:_spf.google.com include:<wix-sender-domain> ~all
    

• DKIM: WIX might require DKIM authentication. Retrieve the DKIM public key from WIX and add it to your DNS records. Check Google’s guide on setting up DKIM for more information.

• SMTP: If WIX relies on SMTP, verify your SMTP credentials with WIX. Make sure the SMTP username and password are correctly set up within WIX’s form settings to send notifications through your Workspace account.

2. Check Your Gmail Filters and Spam

Sometimes, emails can be caught by filters or mistakenly marked as spam:

• Ensure that no spam filter settings in Google Workspace or Gmail are blocking WIX emails.
• Check the Gmail spam folder for any missed notifications that may have been incorrectly categorized.

3. Use Email Log Search to Track Messages

The Google Admin Toolbox Email Log Search tool can help you trace emails that were expected but not delivered:

• Log in to your Admin console.
• Use Email Log Search to track the path of your expected notification emails.
• Look for any errors or blocks that may have prevented delivery, such as DMARC or SMTP errors.

4. Contact WIX Support

If troubleshooting through Google Workspace settings doesn’t resolve the issue, contact WIX support for assistance. Provide them with any findings from your troubleshooting efforts to expedite a resolution.

Conclusion

By carefully following these steps, including verifying authentication methods and utilizing Google Workspace tools, Google Workspace admins can solve issues with missing push notifications from WIX. Remember, collaboration with both WIX and Google Workspace support can further help resolve issues beyond your direct control.

For more detailed insights into handling contact form emails, consider exploring this Google Workspace help article that covers a broad range of scenarios and solutions for email reception issues in web forms.