Troubleshooting

Three usual causes:

1. Activation silently failed. Open Plugins → Installed Plugins and confirm SecureSMTP Form is listed with an Active status. If it’s deactivated, click Activate and refresh.
2. Your role isn’t Administrator. The SecureSMTP top-level menu is admin-only. Editor/Author roles don’t see it.
3. Another plugin is hiding it. Role managers and white-label plugins can filter top-level menus. Disable them one by one until the menu reappears, then re-enable and configure them to allow SecureSMTP.

Full install walkthrough: /help/plugin-install.

Walk down this checklist:

1. Look in /app/forms/submissions. If the submission is there but marked Spam, the classifier blocked it — click Mark as genuine to send the email through.
2. Check QCS Forms → Mail Log in WordPress. Each row has a delivery status (Delivered / Soft bounce / Hard bounce / Complained / Blocked).
3. Check the /help/blocks page in your SecureSMTP dashboard for an active block on the site or form.
4. Check the recipient’s spam folder — the first one or two messages from a new sender often land there. Mark Not spam and subsequent messages go straight to the inbox.

Open QCS Forms → Blocks in WordPress, or /app/forms/blocks in the platform. The reason column tells you what happened:

• rate_limit_ip — too many submissions in too short a window. Clears automatically in 5 minutes. Unblock me resets immediately.
• site_abuse_auto — the site sent a burst of clearly-spam submissions and was paused. Clears in hours. Unblock me works for the first offence.
• manual — a SecureSMTP admin placed the block. Reply to the email we sent when the block was issued, or contact support.

Full guide: /help/blocks.

Sign in to WordPress admin in the same browser. SecureSMTP recognises authenticated admin sessions on your own site as trusted, and admin submissions skip the rate-limit check entirely — you can fire as many test submissions as you like. The default limit for everyone else is 3 submissions per minute per IP. The bypass:

• Only applies to admin sessions on your own WordPress install.
• Doesn’t bypass spam classification — a bogus message still gets flagged.
• Resets if you log out — the next submission is treated as a public visitor.

For load testing or staging environments, contact support — we can allow-list a specific IP for the duration of your tests.

Two paths back in:

• Email + password. Open /forgot-password, enter the email on the account, click the link we send. Set a new password.
• Google sign-in. Just click Continue with Google on /login with the same Google account you registered with — there’s no separate “Google password” to recover.

Still can’t get in? Email [email protected] from any address you can confirm you control — we’ll verify ownership and help.

Two granularities:

• One submission at a time. Open /app/forms/submissions, click into a row, click Delete. Removes the platform copy and the WordPress copy.
• Whole account. /app/settings → Delete account. We delete every form, submission, code, and personal detail within 30 days. We retain a minimal billing record for tax purposes as required by law — see the privacy policy for the full data-retention table.

Account deletion is irreversible. If you only want to stop billing, use Cancel subscription instead — it preserves your data at free-tier quotas.

Open /app/billing and click Cancel subscription. We don’t hide it behind a sales call.

• You keep paid features until the end of the period you’ve already paid for.
• No data is deleted — you just drop to free-tier quotas afterwards.
• You can resume any time by re-adding payment.

Full billing details: /help/billing.