• TROUBLESHOOTING AND FAQS • SETUP GUIDE

Why Are Notification Emails Not Arriving?

By Rivio Support Team
2 min read

What you will achieve in this guide

Follow this step-by-step documentation to configure custom B2B registration forms, approval workflows, and customer tagging.

EXPECTED SETUP TIME 5-10 Minutes
COMPATIBILITY All Shopify Themes & Plans
TECHNICAL DIFFICULTY Zero Code Required

Check recipient addresses, applicant email settings, sender verification, and inbox filters when Rivio application emails are missing.

Before you begin

Record the affected store, form name, slug, application reference if available, and approximate time. Reproduce the issue once with dummy data and note the exact message before changing settings.

Identify the expected message first

A merchant alert, received auto-responder, approval message, and rejection message have different recipients and triggers. Verify the event, captured email, recipient configuration, and enabled notification before troubleshooting SMTP.

Check available email logs and the recipient's spam folder. For your own SMTP, use Verify and inspect provider delivery information. An integration event or saved application does not prove that an email reached an inbox.

Reference and examples

Check Action
Right event/message Distinguish receipt, approval, rejection, and merchant alert.
Right recipient Inspect captured email and form recipient settings.
Enabled notification Check confirmation and rule email options.
Sender Use SMTP Verify and provider delivery information if applicable.
Delivery Inspect spam and available email logs; report reference/time.

Diagnose and resolve the problem

  1. Confirm the relevant submission or decision exists.

  2. Review the merchant recipients and applicant email captured by the form.

  3. Check whether the received-message or rule email option is enabled.

  4. Verify the configured sender; for SMTP, run the app Verify action.

  5. Inspect spam folders and the provider’s delivery information where available.

  6. Submit a fresh test and report the reference, recipient, and time if delivery still fails.

Example

Submit using a real inbox you control, verify the stored email, inspect sender verification and spam, then compare the test reference with available email logs.

Expected result

The correct event and recipient are checked before changing unrelated form settings.

Limits and important behavior

  • Approval and rejection templates differ from the editable application-received message.
  • An integration receiving an event does not prove an email was delivered.
  • Do not send SMTP secrets when requesting support.

If you still need help

If the checks do not resolve the issue, contact support@rivioapps.com with the affected form or application reference, time, exact error, and what you already tested. Mask private applicant data and never include API keys or SMTP passwords.

Screenshots to add

Screenshot placeholder: Capture the relevant app screen for “Why Are Notification Emails Not Arriving?” after completing the setup. Show the controls used to confirm the relevant submission or decision exists. Add a second screenshot showing the result of this check: Submit a fresh test and report the reference, recipient, and time if delivery still fails. Use dummy applicant details and mask any secrets.

Related guides

If these checks do not resolve the issue, contact RivioApps Support with the form name, application reference where relevant, error, and time. Do not include passwords or access keys.