In this article, we address the most common questions about the contact form. If you are looking for information about integrating and using the contact form, you will find it in the article "Adding Forms". 

Sitejet is now available not only in the Studio version but also for selected hosts and providers via cPanel and Plesk. In this article, we actually cover all platforms, but we mark questions that apply specifically to a particular platform. Please note that Sitejet Support cannot provide any assistance for server settings in cPanel and Plesk. Our support here is limited exclusively to questions and problem-solving within the Website Builder. 

Note: If you send us a support ticket or write in the community, it is absolutely necessary that you tell us which Sitejet you are using. More helpful information that always helps us can be found in our community guidelines. 

Basic Knowledge

The contact form is dynamically integrated in Sitejet. This means, among other things, that Sitejet Studio users can no longer use this form after export. The same applies to cPanel and Plesk users if they switch to a server where the Sitejet integration is not activated. 

Exclusive for Sitejet Studio you will also find all form entries in the customer portal. More information can be found in the help article "Form Entries".

To ensure a form works correctly, it is recommended to make the following settings: 

Activate the mail feature in the contact form (default setting)

Check the box for "Send mail" under Form - Email. This is enabled by default, but it’s a good idea to double-check that the box hasn’t been accidentally unchecked.

Sitejet Studio:

If the box is not checked, form entries will only arrive in the customer portal.

cPanel / Plesk:

If the box is not checked, no email will be sent and therefore no entry will be received.

Enter a sender email address and set up an SPF record

Sitejet Studio:

The email address you enter must, of course, be entered correctly and also be active! Especially sender addresses from external providers like Gmail and other (mainly) "free" providers will not work in most cases. The reason is that we require access to the email address so our servers can send the form entries. Therefore, it is recommended to use a domain-based email address as the sender. 

SPF records ensure that third parties cannot use your email address to send, for example, spam. These entries usually look like this: v=spf1 mx -all
However, this is the default value and will not get you very far. 

"mx" here means that all servers specified in the MX records are allowed to send emails on behalf of this domain.

By default, only the servers that are explicitly specified are allowed to send emails.

Therefore, make sure that either the email addresses are managed by Sitejet or that after "v=spf1" you add the following: a:mx1.sitehub.io a:mx2.sitehub.io - Thus, the entry would look like this: v=spf1 a:mx1.sitehub.io a:mx2.sitehub.io mx -all

This ensures that Sitejet is allowed to send email notifications when a website visitor fills out a contact form.

With Sitejet Studio, it is also possible not to enter a sender address. In that case, the contact form entries will be sent with the email address no[]reply@[]sitehub.[]io

Note: Without correctly configured SPF records, emails may be classified as spam or blocked, especially when using an external mail server.

cPanel / Plesk:

The email address you enter must, of course, be entered correctly and also be active. For further settings, please contact your host. Please also clarify with your host whether the mail feature may need to be activated for your server. 

Enter a recipient email address

Sitejet Studio:

The recipient email address you enter must, of course, be active and entered correctly. In rare cases, emails may end up directly in the spam folder or the server of the recipient email address may block them. In that case, you will find all form entries in the customer portal. 

cPanel / Plesk: 

It is necessary to enter a recipient email address, as there is no customer portal with cPanel and Plesk. 

How do you test the contact form? 

The contact form is active in preview mode. This means you can submit a form as a test in the preview and check whether all settings are received correctly as you have configured them. This feature can be tested with or without email addresses. 

cPanel / Plesk:

In preview mode, it is possible to test the contact form without a sender email address, as the website is still hosted on our servers. This way, you can be sure that you have set up the form correctly without having to consider potential problems with your email address or server. 

The form works in preview mode, but not on the live website

Sitejet Studio: 

If the contact form works in preview mode, please check the mail settings as well as the SPF record of the sender email address. Often, the devil is in the details here. 

cPanel / Plesk: 

Often, the form works perfectly in preview mode but does not send emails on the published website. This can be due to missing server configurations such as allow_url_fopen or an unsupported PHP version. Please make sure you have PHP 8.1, 8.2, 8.3 or higher installed. 

Please also ensure that you have the latest Sitejet version installed. 

By default, Sitejet uses the PHP mail function. If this is disabled on the server, an SMTP integration must be set up manually, which requires additional configuration. In rare cases, the host may not have enabled the necessary features. In this case, it is a good idea to contact the host's support directly. 

If you continue to have problems despite all correct settings, please contact us in support with all important information. We will then work with our friends at cPanel and Plesk to find a solution. 

Error message "Error sending the form"

cPanel / Plesk: 

This message often appears if no recipient address is stored in the form or the email sending system (e.g. SMTP) is not configured correctly. 

Please check the SMTP settings and the mail feature on the server. For further questions, please contact the host's support directly. We have no access to the server and no experience with the settings of individual hosts. 

The form was sent successfully, but no email is received

Sitejet Studio: 

This error message can occur if the sender email address does not have a complete and necessary SPF record. Another reason could be that one of the email addresses is not activated or a typo has crept in. 

cPanel / Plesk:

This error message can occur if you have not entered a recipient or sender email address. 

The captcha is not displayed or does not work

Sitejet Studio:

In this case, it may be due to a missing SSL certificate. Please contact us immediately with the website ID, domain, and a screenshot of the complete DNS settings. 

cPanel / Plesk:

If the captcha does not appear, this may be due to missing SSL, an outdated PHP version, or an incorrectly integrated api.php. Please make sure...

• that you have PHP 8.1, 8.2, 8.3 or higher installed
• that you have the latest Sitejet version
• that SSL is enabled
• that api.php is part of the document root

Then try publishing the page again.

If you continue to have problems, please contact us in support. Of course, send us all the necessary information so that we can help you together with our colleagues from cPanel and Plesk.

Form fields are cleared after errors

In very rare cases, it can happen that entered fields are deleted if a website visitor enters the captcha incorrectly. In such a case, please contact us directly so we can take a closer look. 

Become a part of our Community!

Exchange ideas with other web designers about current developments, tips, and tricks and show your favorite sites. Get advice and talk to us about possible features you would like to see on Sitejet. You can join the Sitejetters community here.

Back to the top