Home>Support>Contact form problems with W3 Total cache

Contact form problems with W3 Total cache


I recently found out that siteorigin contact forms on my page sometimes don’t deliver the messages (also not going to the success page). Then i found out that when I empty the cache of W3 Total Cache plugin they work again. Is there a way to make the contact form work safely with W3 Total Cache? I’m also using the WP Mail SMTP plugin. Help would be appriciated.


This is our free support forum. Replies can take several days. If you need fast email support, please purchase a SiteOrigin Premium license.

  1. 5 days, 17 hours ago Andrew Misplon Hi, I Work Here

    Hi Kambiz

    Thanks for reaching out.

    This is the first time we’ve heard of this issue. It’s possible that perhaps the contact form was edited and the cache didn’t regenerate on saving but we think that’s probably unlikely.

    Are you perhaps to isolate which part of W3 Total Cache is causing the issue? You could start with all modules disabled and then re-activate and test modules until the form breaks again.

  2. 4 days, 17 hours ago Kambiz Afshari

    Thank you Andrew for responding. By the way the problem still is there. I will try what you said. The first suggestion is probably not the issue because I have 4 contact forms and none of them would work at a certain point.
    Could’t it have something to do with spam protection?
    For instance I just tried sending a message from my phone (not logged in to WordPress) and it worked. Then i tried it from another phone and it didn’t send the message but depending on what email-address i filled in the form. It did send it when i filled in a hotmail or gmail e-mail address in the field but not another thing. Then i emptied the cache of W3 Total Cache and then it would always send the message regardless of the email address I fill in. But probabably tomorrow or so the problem will be back. And testing is very difficult because it usually works correctly from my devices.
    Sorry for the long explanation but it might help you to look for the right direction. I would be happy to hear if it did. Thanks, Kambiz

  3. 4 days, 16 hours ago Andrew Misplon Hi, I Work Here

    Thanks for your feedback.

    I’m not quite sure what the issue is yet. If you could have a go at a little testing it would be super helpful. I know it’s challenging to test when the problem can’t be reliably recreated.

    W3 Total Cache can be broken down into the following settings:

    Page Cache
    Database Cache
    Object Cache
    Browser Cache

    I suggest disabling all five settings and then testing, perhaps over a period of a day or two, and see if the issue can be re-created. If the issue can’t be, then you’ve found a working baseline and could perhaps enable one setting and re-do the test.

    If you’d first like to test whether spam protection is an issue, try disabling either reCAPTCHA or Akismet, depending on which one you’re using and then test to see if the issue persists.

  4. 4 days, 16 hours ago Kambiz Afshari

    Thank you! I will get back to you after some testing.

  5. 4 days, 16 hours ago Andrew Misplon Hi, I Work Here

    That’ll be great :) Chat then.

  6. 3 days, 18 hours ago Kambiz Afshari

    Hello Andrew,

    I waited until the problem was back again this afternoon. Sending messages from contact forms wouldn’t work but only when filling in the contact form email-addresses other than services like gmail. And they do work when sent from a page that I recently worked on and saved a few hours before.

    Then I disabled all modules of W3 Total Cache but no improvement also not after clearing the cache which was strange. Then I disabled W3 Total Cache and only then it worked again. Then I enabled W3 Total Cache and again the problem was back.

    I think i’m going to change to another plugin like Autoptimize to see if it will be all ok or not. Because the contact forms are too important for my work to fail. But if you have other suggestions I’m willing to try.

    Thanks, Kambiz

  7. 3 days, 18 hours ago Andrew Misplon Hi, I Work Here

    Thanks for your feedback.

    Autoptimize (AO) works great with SiteOrigin plugins. Be sure to test all site functionality after enabling the various settings in AO.

    Keep in mind AO isn’t a caching plugin. You could perhaps try WP Super Cache as an alternative. When setting up a caching plugin alongside AO, check the caching plugin’s settings to make sure that you aren’t doubling up on functionality.

  8. 3 days, 18 hours ago Kambiz Afshari

    Thanks Andrew, I will do that. Just to let you know I did one more testing: Enabled back W3 Total Cache, tested the exact same message and email that were sending correctly before enabling, now didn’t work. But after saving the page again (and not clearing cache) the same message and email could be sent again.

  9. 3 days, 18 hours ago Andrew Misplon Hi, I Work Here

    Thanks for the further feedback. I’ll pass this all onto the team. If we’re able to recreate this issue, I’ll be sure to let you know.

  10. 3 days, 17 hours ago Kambiz Afshari

    Ok thanks, I’m doing a last attempt to keep W3 Total Cache. I changed my spam protections from akismet to Recaptcha. Of course because i have to save the page, everything is working now but I have the feeling that it could remain like this. I’ll confirm to you in a few days.

  11. 3 days, 17 hours ago Andrew Misplon Hi, I Work Here

    Super, thanks. Chat then.

  12. 14 hours, 32 minutes ago Kambiz Afshari

    Hello Andrew, I wanted to share my last findings:
    After changing the spam protection in my contact forms to Recaptcha I also made a test page with a contact form with Akismet. But since three days all of the contact forms including the test page are working properly and I can’t recreate the problem anymore. By the way I also have another (smaller) website using the same theme, contact form and W3 Total Cache where I never had this problem.

    In the meanwhile I have a new suspicion which is the server. I don’t know if this is an additional problem or it has been causing the problems because I also noticed that mails sent from my domain (using outlook) occasionally don’t reach a receiver with a live or hotmail account or go to their spam. The helpdesk of my provider acknowledged this blaming hotmail for it and advising me to use gmail.

  13. 14 hours, 24 minutes ago Andrew Misplon Hi, I Work Here

    Thanks for the feedback, it’s most appreciated.

    SendGrid has a free tier, 100 mails a day. It’s an alternative sending solution you may consider. I’m using it for a client.

    The helpdesk of my provider acknowledged this blaming hotmail for it and advising me to use gmail.
    This is an unusual request. If I understand correctly, the issue is occurring on the receiving Hotmail server. I’m not sure how you can ask other people to change to Gmail because your emails aren’t reaching Hotmail.

  14. 13 hours, 57 minutes ago Kambiz Afshari

    Ok thanks for the tip! More accurately the helpdesk said: Mailing through gmail or an own domain is a better solution. So I don’t know which own domain he meant.

  15. 13 hours, 19 minutes ago Andrew Misplon Hi, I Work Here

    Thanks for the clarification. You could try using Gmail as your SMTP provider or perhaps if you send less than 100 emails a day from WordPress, a SendGrid account could also help.

  16. 13 hours, 7 minutes ago Kambiz Afshari

    Thanks I checked the option of Gmail as SMTP provider with the WP SMTP Mail plugin but found this warning message not very reassuring:
    The Gmail mailer works well for sites that send low numbers of emails. However, Gmail’s API has rate limitations and a number of additional restrictions that can lead to challenges during setup. If you expect to send a high volume of emails, or if you find that your web host is not compatible with the Gmail API restrictions, then we recommend considering a different mailer option.
    For now I’m going to auto forward my messages to my gmail and reply from there – although not very professional – and in the meanwhile monitor the contact forms regularly.

  17. 13 hours, 3 minutes ago Andrew Misplon Hi, I Work Here

    All the best :) Hope you’re able to find a setup that works well for you site.

Please log in to post on our forums. Signing up is free.

Get The Most Out of SiteOrigin with SiteOrigin Premium

Find Out More