Not receiving submission emails from my form.

  • Profile Image
    Presby
    Asked on December 02, 2016 at 11:54 AM

    Unfortunately we are experiencing more problems in notification emails not being received. For example, this email address mscheidt@presbyterian.ca is not in the JotForm bounce list, but still he does not receive emails. And JotForm is on our white list, so all other emails are coming through. It seems notifications emails are hit and miss. Another email address, lbrewer@presbyterian.ca was on the JotForm bounce list, and I went to user account and unblocked her email. After 2 weeks, notification emails were not going to her again, and I had to repeat the process. It seems too unreliable for us. Is there a solution please, thank you!

    Michelle

  • Profile Image
    ashwin_d
    Answered on December 02, 2016 at 12:04 PM

    Hello Michelle,

    I did check our logs and none of the email address is in our bounce list. You should receive submission emails without any trouble. 

    With which form you are having this issue with? I would suggest you to please take a look at the following guide on how to prevent bouncing related issue:  https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues

    I would also suggest you to use your own email address to send submission emails. You should add custom sender email in your account and set it as the sender email of your form's notification email alert. The following guide should help you how to set SMTP:  https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    We will wait for your response.

    Thank you!

  • Profile Image
    Presby
    Answered on January 16, 2017 at 03:48 PM

    Hello,

    Unfortunately I am not allowed to do the SMTP option here in my organization. But I am following all the other advice and we are still experiencing the same problem with these two email addresses in particular;  lbrewer@presbyterian.ca  and mscheidt@presbyterian.ca. Even though I repeatedly remove them from your bounce list, they keep appearing back on your bounce list and they are not receiving any notifications.

    Thank you,

    Michelle

     

  • Profile Image
    Kevin_G
    Answered on January 16, 2017 at 06:36 PM

    This may be happening because your mail server is rejecting the emails from the JotForm server, unfortunately, white-listing our IP addresses might not work since our IP addresses are dynamically changing now as explained in our guide about white-listing our IP addresses: Whitelisting-JotMails-IP-Addresses

    What you could try is to white-list our mail server domain list: 

    us-sub1.jotservers.com

    us-sub2.jotservers.com

    aws-sub1.jotservers.com

    aws-sub2.jotservers.com

    us-app2.jotservers.com

    srv89.formresponse.com

    srv48.formresponse.com

    jotservers.com

    jotmails.com

    jotform.com

    amazonses.com

    email.amazonses.com

    *.smtp-out.amazonses.com

    jotform.co

    secure.jotform.co

    s3.amazonaws.com  

    static-interlogyllc.netdna-ssl.com

    Hope this helps.