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Troubleshooting

Common issues and solutions when using Form Mailer.

Emails Not Sending​

"No emails received after form submission"​

Cause: Form Mailer may not be enabled or configured on this form.

Solution:

  1. Open the form in editor mode
  2. Open Form Mailer → Configure
  3. Verify that Send to respondent or Notify owner is toggled on
  4. Verify an email recipient is configured
  5. Click Save

"Emails were sending but suddenly stopped"​

Cause: You've likely hit the daily email quota.

Solution:

  1. Open Form Mailer → Settings → Quota
  2. Check your daily usage count
  3. If at the limit, emails will resume the next day when the quota resets
  4. Consider upgrading to a Google Workspace account for higher limits (1,500/day vs 100/day)

"Test email works but real submissions don't trigger emails"​

Cause: The form may need a trigger re-authorization.

Solution:

  1. Open Form Mailer → Configure
  2. Click Re-authorize triggers
  3. Submit a new test response to verify

Template Issues​

"Placeholders showing as raw text (not replaced)"​

Cause: The placeholder name doesn't match the form question exactly.

Solution:

  • Ensure the placeholder matches the exact question title, including capitalization and punctuation
  • For example: {{Email Address}} not {{email address}} or {{Email}}
  • Use the Placeholders tab in the sidebar to copy the correct placeholder names

"HTML template looks broken in some email clients"​

Cause: Some email clients (like Outlook) have limited CSS support.

Solution:

  • Use inline CSS (style attributes) instead of <style> tags
  • Use HTML tables for layout instead of divs/flexbox
  • Keep template width under 600px
  • Test with the Preview feature and send test emails to different providers

Permission Issues​

"Form Mailer requires authorization"​

Cause: Permissions were revoked or need to be refreshed.

Solution:

  1. Open Form Mailer → Configure
  2. Click Authorize when prompted
  3. Approve the requested permissions in the Google consent screen

"Add-on not available" in the menu​

Cause: Form Mailer may not be installed for your account, or your organization has restricted it.

Solution:

Notification Issues​

"Owner getting duplicate notifications"​

Cause: Form Mailer may be configured on the form in multiple accounts, or Google's built-in notifications are also enabled.

Solution:

  1. Check if Google Forms' built-in email notifications are also on (Responses tab → ⋮ → Get email notifications) — turn it off if you're using Form Mailer for owner notifications
  2. Ensure only one user has Form Mailer configured for owner notifications on this form

Getting More Help​

If your issue isn't listed here:

  1. Refresh the form — close and reopen the Google Form editor
  2. Re-authorize — open Form Mailer → Configure → Re-authorize triggers
  3. Contact support — reach us at support@nexergenlabs.com with:
    • Your Google account email (the one running Form Mailer)
    • The name of the Google Form
    • Screenshots of your Form Mailer configuration and any error messages