# Form enquiries arrive sometimes and not others. Where do you even start looking? | Illia BizTech

> Three more were sitting in spam. The form has not been touched for eighteen months, and the only change last year was moving to Outlook in May.

Source: https://illia-biztech.de/en/forum/anfragen-aus-dem-formular-kommen-mal-an-und-mal-nicht-wo-sucht-man-da-uberhaupt

1. [Home](/en)
2. [Forum](/en/forum)
3. Form enquiries arrive sometimes and not others. Where do you even start looking?

# Form enquiries arrive sometimes and not others. Where do you even start looking?

Three more were sitting in spam. The form has not been touched for eighteen months, and the only change last year was moving to Outlook in May.

* ##### Asked by  
SlowBeacon363
* ##### Asked on  
January 22, 2026

A customer rang to say he had sent an enquiry through the website a week earlier. We had not seen it. Checking the inbox, I found three more in spam.

The confusing part is that it used to work. We have not touched the form for eighteen months, nor the site. The only change last year was moving to Outlook in May. Some emails arrive normally, some land in spam, some seem not to arrive at all, and I cannot see a pattern.

Where do we look?

#### Answers

![Portrait of Illia Belichenko, technical specialist at Illia BizTech](/_ipx/f_webp,q_75/https://cms.illia-biztech.de/uploads/small_Illia_Belichenko_author_81f88864f0.png)

##### Illia Belichenko

✓ Accepted answer January 23, 2026 

Start with email authentication, because that is where the cause lies in most cases.

If the message is sent by a system that is not in your SPF record and is not signed with your domain's DKIM, the DMARC check fails and the mail goes to spam. This usually breaks after a new tool is connected or a supplier changes. What matters is that the requirements have tightened: under [Gmail's official rules](https://support.google.com/a/answer/81126), since 1 February 2024 every sender needs SPF or DKIM, and bulk senders of five thousand messages a day or more need SPF, DKIM and DMARC together. Outlook has required authentication since May 2025, and Outlook is exactly what you moved to.

The order of checking is this. List every source that sends mail using your domain: the form, the newsletter, the shop, the helpdesk. For each, check whether it goes through your SPF and whether it is DKIM signed, and close the gaps.

DMARC is tightened in stages. First p=none and two to four weeks of watching, then p=quarantine, and only once every legitimate sender is clean, p=reject.

Bear in mind that authentication is only one layer. Even with SPF, DKIM and DMARC all correct, a message sometimes lands in spam because of the domain's reputation or its content. So an enquiry should never exist only as an email; a copy in a CRM or a spreadsheet removes the dependence on mail entirely.

Once the mail is fixed, it is worth looking at [what happens to the enquiry afterwards](https://illia-biztech.de/en/blog/after-form-submission), because losses also occur after delivery.

##### 

#### [The quote was 6,000 euros and the invoice came to 9,500\. Do we have to pay it?](/en/forum/das-angebot-lag-bei-6-000-euro-die-rechnung-kam-auf-9-500-mussen-wir-das-zahlen)

September 5, 2026

[](/en/forum/das-angebot-lag-bei-6-000-euro-die-rechnung-kam-auf-9-500-mussen-wir-das-zahlen)

#### [The confirmation email from our contact form lands in customers' spam. Why?](/en/forum/die-bestatigungsmail-aus-unserem-kontaktformular-landet-bei-kunden-im-spam-woran-liegt-das)

September 4, 2026

[](/en/forum/die-bestatigungsmail-aus-unserem-kontaktformular-landet-bei-kunden-im-spam-woran-liegt-das)

#### [We received a letter about Google Fonts demanding 170 euros. Do we pay?](/en/forum/wir-haben-einen-brief-wegen-google-fonts-bekommen-und-sollen-170-euro-zahlen-zahlen-wir)

September 4, 2026

[](/en/forum/wir-haben-einen-brief-wegen-google-fonts-bekommen-und-sollen-170-euro-zahlen-zahlen-wir)

#### [Our shop window carries the company name in German and Upper Sorbian. How do we write it on Google?](/en/forum/auf-unserem-schaufenster-steht-der-firmenname-deutsch-und-sorbisch-wie-schreiben-wir-ihn-bei-google)

September 3, 2026

[](/en/forum/auf-unserem-schaufenster-steht-der-firmenname-deutsch-und-sorbisch-wie-schreiben-wir-ihn-bei-google)

#### [What counts as a normal cost per enquiry from Google Ads?](/en/forum/was-ist-ein-normaler-preis-fur-eine-anfrage-aus-google-ads)

September 3, 2026

[](/en/forum/was-ist-ein-normaler-preis-fur-eine-anfrage-aus-google-ads)

**Share** 

**Topics** 
* forms
* email