My email design disappeared.

  • Profile Image
    Asked on June 05, 2017 at 10:18 AM

    Im having the same issue again but with a different form. has lost all its formatting within the email notification for no particular reason. This is very time consuming to redesign. Please can you revert back to it's original design keeping the newly added fields.

    Why does this keep happening?

    Original with formatting:

    Latest with lost formatting:

  • Profile Image
    Answered on June 05, 2017 at 10:30 AM


    We have a new feature to avoid this kind of issues on the email alert settings under Advanced Tab:

    The reason for the loss of your email design is that you added new fields to your forms. Since the style is different from the default one, it tries to insert newly added fields, and if it can't, it reverts the email design to the default one.

    Please use revision history to turn back to your old design, then disable the option "Update Email" then add the new fields to your form. In this case, you need to add the new fields to your email manually after adding them to your form.

    I hope this answer helps. Please don't hesitate to contact us for your further queries.


    All the best!


  • Profile Image
    Answered on June 09, 2017 at 10:24 AM

    Hi this seems to fix the issue - Now I just have the daunting task of going into every single one of our 50+ forms and applying this.

    Lastly, still some minor changes were applied - Eg. On this particular form, I duplicated the field 'Stripe Camden' / 'stripecamden_monthly' and renamed it 'Stripe Victoria' / 'stripevictoria_monthly' however in the email, it renamed the form field from Stripe Camden to stripevictoria_monthly... instead of leaving it as is.

  • Profile Image
    Answered on June 09, 2017 at 12:57 PM


    I have checked your form and I can see the correct field's names included in the email, I think you already did the modifications to your email template. 

    I also cloned your form and did what you explained, cloned the "Stripe Camden" field and changed the field's name in the cloned field. 

    I can see neither the cloned field was added to the email  template nor the field's name for the original "Stripe Camden" was modified. 

    Your email template is currently set up to ignore form updates so newly added fields and field's name changes should not be reflected on the email template. 

    Could you please try again to clone a form and change its name? 

    Please, let us know if the issue persists.