Notification emails displaying incorrectly

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    Asked on February 18, 2021 at 09:00 AM


    Thanks for all you help so far; I'm almost there with my form.

    I seem to have done something to my emails in this form though

    The test email displays like this which is fine...

    1613655603_602e6e33a1ee8_Test Email.png

    But the email I actually receive looks like this...


    With all the questions bunched up over multiple lines on the left and then and extended space on the right for the answers. This is "Notification 2" email.

    It used to work fine so I've obviously done something to break it. Can you help please?

    There is another email setup which formats correctly but only shows half the form for some reason. This is "Notification 3" email and looks like this...

    1613656750_602e72ae0dc5e_Half email.png

    The problem is obviously with that first line of code but I haven't changed it at all so I don't know why it's different to how it was.

    I look forward to your advice. Thank you

  • Profile Image
    Answered on February 18, 2021 at 10:02 AM

    Hi there,
    Thank you for contacting us.
    Could you please remove the Email notification 2 and add it once again?

    1613660542_602e817e35812_Related guide:
    If the issue persists please do get back to us.
    Thank you.

  • Profile Image
    Answered on February 18, 2021 at 10:40 AM

    Hi Rosa, I have done this but the problem occurs in the new email as well.

    1613662759_602e8a270fc3d_new email.png

    All the questions bunched up on the left and the extended answer boxes on the right.


  • Profile Image
    Answered on February 18, 2021 at 01:21 PM

    I have tried to fix the issue in your form's notification email alert and sent you a test submission. Please check the email you have received and see if it is being displayed correctly or not.

    Do get back to us if the issue persists.

    We will wait for your response.

  • Profile Image
    Answered on February 18, 2021 at 01:32 PM

    Hi Ashwin,

    It's fixed the formatting but now only half the fields are displayed...1613672903_602eb1c7a8bb8_half new email.

    1613673002_602eb22add702_half new email1

    You can tell by the questions not alternating in colour and the 2nd half of the form isn't displaying at all. As always, the test email displays correctly.

    Sorry to be a pain but it's not fixed.

    Thank you for your efforts.

  • Profile Image
    Answered on February 18, 2021 at 05:44 PM


    May I ask you to clone the form, and set up a new notification email to the cloned form, to see if the issue will appear on the cloned form as well?
    Please try this and let us know how it goes, we are looking forward to your reply.

  • Profile Image
    Answered on February 18, 2021 at 06:42 PM

    Hi, yes the issue is still there on the cloned form.

  • Profile Image
    Answered on February 18, 2021 at 08:24 PM


    Thank you for confirming with the cloned form.

    As resetting the notification email or evening cloning the form did not seem to help, I have forwarded this issue to our back-end team for further investigation. We do not have an estimated timeframe for the fix yet, but please rest assured that as soon as we have any updates, we will inform you on this ticket.

    Meanwhile, if there is anything else we can do to assist you, please let us know and we are happy to help.