When I send "reply" from submissions, it is not received.

  • impact100baldwincounty
    Asked on April 22, 2015 at 10:51 PM

    I have a committee sign-up form that already has 38 submissions. I have just now added an "auto responder email" so the submitter will receive a copy of their submission. However, I would like to manually send a copy to the 38 people who have already submitted a response. I filled out a response myself, giving my personal email address, then clicked "reply" on the submissions while viewing my submission. Even though JotForm says "email successfully sent"; I never received the reply. 

    I appreciate your help.

    Thank you,

    Susie Bridges

  • Ashwin JotForm Support
    Replied on April 23, 2015 at 5:33 AM

    Hello Susie,

    I did test this issue and I am unable to replicate the issue you are having. I replied one of your submissions to my email address and I did receive it successfully. Please check the screenshot below:

    When I send reply from submissions, it is not received Screenshot 20

    Please let us know your personal email address on which you replied the submissions and we will take a look. 

    We will wait for your response.

    Thank you!

  • impact100baldwincounty
    Replied on April 23, 2015 at 2:08 PM

    So I follow what you did, but you don't show that the email actually was received in your gmail account...

    Or maybe I have misunderstood what is supposed to happen??

    The address that doesn't receive emails is srbridges@mac.com

    Have you had any problems with Apple blocking emails sent in this manner (since the email says it is coming from impact100baldwincountynews@gmail.com, but it really is coming from JotForm?

  • David JotForm Support
    Replied on April 23, 2015 at 2:56 PM

    I checked our mail logs and I did see the tests your were sending:

    When I send reply from submissions, it is not received Screenshot 20

    There were a few others similar to this that appear to be going through to "srbridges@mac.com".

    As far as I know, we have not had any issues with apple filtering our emails.  Check your spam/junk mail folder just in case.

    If you believe they are blocking them, here is our guide on how to prevent bounce related issues:

    http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

    This includes the servers to have them whitelist and things of that nature.

  • impact100baldwincounty
    Replied on April 23, 2015 at 3:24 PM

    None of the "reply" emails that I sent (to myself) using the reply button on the submission page have been received.

    The emails are not in my junk mail folder.

    I just submitted a new form, and the "auto-responder" email was received.

     

  • David JotForm Support
    Replied on April 23, 2015 at 3:36 PM

    Both should be sending from the same source so I am not sure why you are receiving one and not the other:

    When I send reply from submissions, it is not received Screenshot 20

    According to our logs, both the notification your are sending from the submission view and for the form submissions themselves are coming from your addresss "impact100baldwincountynews@gmail.com" via our Sendmail system to your address "srbridges@mac.com".

    I be perfectly honest, I am not sure why the reply won't go through to your address.  As far as I can tell, the reply is working and should be working for that address.