What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.
At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.
We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.
Custom SMTP sending method failing againAsked by StudioBe on December 04, 2016 at 03:54 PM
I have now had multiple submissions emails fails from multiple forms that are running on custom SMPT senders. Can someone please tell me when this will be fixed? This has been intermittent for almost 1 full year now. Please fix ASAP as this is part of what we are paying for!
Last time this happened, your CTO had to get involved to fix the problem! I am very unhappy with how JF has handled this issue and how frequent it happens. If custom SMTP sender addresses is not something you can offer, please do not advertise it! I DO NOT want to hear that your "back end team" is working to fix it! Just get it done!
Here are the two forms I've had failures on within the last 24 hrs:
The issue has been escalated to our Next Level Support to proceed with the further investigation on this matter.
We will get back to you once we have any more information.
Mike This is the answer I get every single time. Meanwhile, my form failed again about 2 mins ago. I CAN NOT keep going back in and correcting the issue every single time JT fails. Please fix!!!!
We apologize for any inconvenience caused. I understand your frustration as well.
As Mike already mentioned we have escalated this thread to the higher team support already. I am sorry if we could not suggest to you any other way to fix the SMTP issue at this level since it is most likely to be on the back-end system.
The most we can suggest for now to prevent you missing out an email notice is to not use the SMTP method and use for now the normal settings (i.e. use default email firstname.lastname@example.org as sender email)
The dev assigned to this ticket will surely will provide update notice here as soon as available.
Thank you for your understanding.
Thank you again for the same old response Jonathan. Unfortunately, many email servers see the noreply address as junk so that IS NOT an option!!
I had the same form fail again on Saturday. It is mostly this form that fails. None of my other forms using custom SMTP senders have failed in months. Can someone please look into the times in which this is taking place? Is it because we are sending out 100s of these in a short amount of time??
I understand that you are looking into it but I need there to be some actual solutions offered. Fix the problem so it doesn't keep happening. Custom SMTP sender addresses is part of the service you offer and I need it to work. Thank you!
Please accept our sincere apologies for this inconvenient.
I have checked the threads you have opened and I can see you have indeed reported a problem with emails on multiple threads, some of the tickets have been reported to our second level and they are marked as resolved so far.
I can see in the current ticket that has been escalated here my colleague reported that you are constantly getting this problem, the ticket has been marked as "very important", at the moment this needs to be checked by our back-end team since we are limited to check only the email logs for your account, but checking this in a deeper way will help to find and resolve the problem.
I will submit a comment and ask for updates regarding this to the assigned developer, we will update you via this thread as soon as possible.