Why are our forms not being received by recipients?

  • elondon
    Asked on March 5, 2015 at 11:42 PM

    We've been using this for week and it's been going great and it stopped working yesterday? Can you please fix it? None of the forms are going through?

  • elondon
    Replied on March 6, 2015 at 8:59 AM

    Is that the only email on the bounce list? We had an issue with our emails yesterday but now they are fixed.. Including erika@trescarnes.com

  • elondon
    Replied on March 6, 2015 at 11:43 AM

    Thanks for getting back to me - the forms are still not working though. I sent a test and NOONE on the distribution list received an email..? Can you help?

  • Carina
    Replied on March 6, 2015 at 1:20 PM

    Our email notifications can have up to 10 multiple recipients each. On the TC1 - Flat Iron Recap form you have 19 recipients. I advise you to  create another email notification and to have 10 recipients on one, and 9 on the other.

    You can see here more details about multiple recipients.

    Also if you tested the form by clicking the "test email" button it will only send the email notification to the address associated with the Jotform account:

    Why are our forms not being received by recipients? Image 1 Screenshot 20

    To actually test if the email notification is being sent to all the recipients you need to submit the form. 

    Let us know if we can assist you further.

  • elondon
    Replied on March 11, 2015 at 10:22 AM

    Thanks for your help - can you make sure that the form works and can be sent to the following email addresses, and that they are NOT on any bounce list?

     

    Thank you!

     

    recapstc1@trescarnes.com

    recapstc2@trescarnes.com

    recapstc3@trescarnes.com

    recapstc4@trescarnes.com

    recapstc5@trescarnes.com

  • elondon
    Replied on March 11, 2015 at 1:24 PM

    Thank you - what other reason could there be for the emails not to be going through? can you help me troubleshoot this?

  • Welvin Support Team Lead
    Replied on March 11, 2015 at 2:25 PM

    Since you are using a custom address, I think your email server provider is blocking the emails that came from our server. In this case, adding us to your server whitelist will help you fix this problem.

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Thank you!