Emails from form submissions are not coming through

Hi,

We have not been recieving form submisions since last Friday 9th May.  I have a feeling they may have been bouncing back to you as we have run a number of tests and nothing has come through.

The email address that we had it set up to go to was orders@envirospapool.com I have just changed the email address now to a different one that is not sitting on the same server (IP Address of the orders@ email) and the form has come straight through.  So it must be that it is being bounced.

Can you please have a look at this rather urgently as there will be some important orders that we have missed because of this issue. Can you please reply to the email address below so that I know that it has been fixed (this email account is on a separate server to the envirospapool.com email accounts).

Regards

Kelly Watson

kellyk.watson@bigpond.com

Hello Kelly,

Upon email address orders@envirospapool.com is not in our bounce list. I also checked your form's notification email alert but could not find any issue with that. You should be receiving submission emails. Our logs confirms that the email was sent successfully. Please check the email log below:

/var/log/jotform/email.workers.log:[14/May/2014:19:29:23 -0400] AmazonSES :: Sent email to orders@envirospapool.com -  MessageID:00000145fd11a712-291351a2-5ade-4318-91c9-49d467012c27-000000/9507803f-dbbf-11e3-98b5-e77e664262ba 

Have you checked your spam folder already? Please check and see if the emails are there. You may also like to log in to your webmail account and see if the emails are there. 

If you do not see emails in your spam folder, you may have to speak to your email service provider and ask them if they are blocking emails from "noreply@jotform.com" and ask them to white list our domain names. The check the following guide for the list of domain names which needs to be white listed.

Thank you!

Hi Ashwin,

I have actually logged into webmail and can see that up until last Friday all of the forms were sending to the email account without a problem. None have come through since then.

I have gone in and whitelisted jotform.com and *@jotform.com and re-tested but still they have not come through.

I am a web designer and I have embedded your forms into this client's website.  I have another 6 clients who are also using your forms in their sites and all of them have stopped working as of 9th May. I have had my tech guy look into our email logs and we cannot see anywhere where emails from jotform.com are coming into our server. They are not arriving and being caught in the spam filter or being bounced so it is hard for us to know what to do.  He has asked that you check your email logs to see what is happening with the forms once they are being sent, he says you should be able to see not only if itwas sent ok but if it was bounced etc.

If you think there is something else we need to try then please let me know asap as these clients are relying on these forms for orders and enquiries.

Thanks

I created a clone of your form and made a test submission.

  Current Server: /var/log/jotform/email.workers.log:[15/May/2014:11:46:54 -0400] AmazonSES :: Sent email to orders@envirospapool.com; carinalmeida82@gmail.com - MessageID:000001460090951e-eeab967c-e16d-4e36-8a49-074d9453ea41-000000/233a5c85-dc48-11e3-803e-9f64599900d1

I kindly ask you to confirm me if you received it. Also please check your spam folder. The emails are being sent, just not received. Perhaps you can add a custom sender email using Mandrill as some email providers block emails from noreply/noresponse addresses.
Let us know if the problem persists.

Thank you

Hello envirospa,

For some unknown reason, we have received an empty response from you. If you have replied from your email, please click on the following URL to reply again:  http://www.jotform.com/answers/377498-Emails-from-form-submissions-are-not-coming-through#4

Thank you!

Hi,

Yes we did receive your test form.  But only because we whitelisted your IP addresses that I found in your articles.  Some of these IP addresses have been blacklisted so that was an issue as well and my tech guy has said that the list you provide is not all of the IP addresses that you use and because you use Amazon Cloud you are always going to be subjected to blacklisting.

What has happened for us is that now that we have whitelisted your IP addresses it has opened us up to a large amount of spam so we have had to take the IPs off the whitelist.

Realistically, I think your advice should be not to whitelist your IP addresses as a first port of call but rather direct us to setting up sending from our own SMTP either through Mandril or using this article

http://www.jotform.com/blog/86-Send-Form-Emails-From-Your-Own-Email-Address-JotForm-Now-Support-SMTP

This advice would have saved me quite a few hours work trying to work out a solution to the issue.

Hopefully once I change the settings in the forms to send from our own SMTP there shouldn't be any more issues.

Thanks

We used Amazon SES for our noreply@jotform.com Sender Email Address. I personally don't have an idea if suggesting the whitelist option would give you an issue instead so I am sorry to hear that.

My colleague Carina have suggested that Mandrill's method. Hopefully, that fixes your issue with the form notification email.

Please get back to us for the results so we'd know it.

Thanks