Why am I getting a email bounce notice?

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    hmmawards
    Asked on December 12, 2016 at 12:39 PM

    I am getting a popup window notice informing me the email address used in my form settings is on a "bounce list"? I have checked the email and it works fine. Please advise.

    Thank you

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    david
    Answered on December 12, 2016 at 01:34 PM

    I checked our email logs for the address in your form and they have indeed been failing.  It looks like your address was rejecting the emails as spam.  When enough were rejected, it resulted in your address being placed on our bounce list to prevent further rejected emails.

    I removed your address from the list and the notifications should attempt to send once again.  For more information on how to prevent this from happening again in the future, please see the following guide:

    https://www.jotform.com/help/208-How-to-Setup-Email-Alerts-to-Prevent-Email-Bouncing-Related-Issues

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    hmmawards
    Answered on December 12, 2016 at 02:44 PM
    Thank you
    ---
    Hollywood Music In Media Awards
    November 17, 2016
    The Fonda Theater, Hollywood
    http://www.hmmawards.com




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  • Profile Image
    david
    Answered on December 12, 2016 at 03:51 PM

    Very welcome.  If your address continually is placed on our bounce list, it is possible to send the notifications from your own address via SMTP:

    https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form

    This will take our services out of the equation and usually allows for smoother delivery of notifications when they are consistently rejected from our noreply address.

  • Profile Image
    hmmawards
    Answered on December 12, 2016 at 04:44 PM
    Thank you David. If we change the SMTP will it apply to ALL our forms currently active?
    ---
    Hollywood Music In Media Awards
    November 17, 2016
    The Fonda Theater, Hollywood
    http://www.hmmawards.com




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  • Profile Image
    david
    Answered on December 12, 2016 at 06:08 PM

    Setting up an address to send via SMTP will not apply the change to all forms.  The sender email address would need to be manually updated for any forms you would like to change to apply to.

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    hmmawards
    Answered on December 12, 2016 at 06:44 PM
    Understood (ugh!)
    We just did a test with payment info in one of our forms before changing SMTP. The response emails (submission copy from “noreply@jotform.com” AND payment info from “support@hmmawards.com”) came through as they should. Do you still recommend changing SMTP info on all forms to be safe?
    Thank you
    ---
    Hollywood Music In Media Awards
    November 17, 2016
    The Fonda Theater, Hollywood
    http://www.hmmawards.com




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  • Profile Image
    Charlie
    Answered on December 13, 2016 at 12:48 AM

    Using the SMTP of your email provider as the sender would be the safest. Because email alerts would be sent directly on your email providers mail server, avoiding any possible bounce list on our end (except for those that are still using the default JotForm senders). 

    If however, everything seems to be working now in your end, you can stay with the current settings you have. Usually the use of SMTP as the sender applies to users whose email provider continuously blocks JotForm which results to being in the bounce list repeatedly.

    You can also check out with your email provider or IT team and ask them if the system is blocking any incoming emails from JotForm. They might need to whitelist us or add us on their safe list.

    I hope that helps.

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    hmmawards
    Answered on December 13, 2016 at 02:44 PM
    Just FYI….we had our hosting whitelist “noreply@jotform.com” in our Spamexperts filter.
    Is there another address we should do this as well?
    Thanks
    ---
    Hollywood Music In Media Awards
    November 17, 2016
    The Fonda Theater, Hollywood
    http://www.hmmawards.com




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  • Profile Image
    david
    Answered on December 13, 2016 at 03:47 PM

    Our alternate address is "noreply@formresponse.com".  However, that would only be used if you designate that as the sender address.

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    monsterrrgirl
    Answered on December 13, 2016 at 03:49 PM

    Can you PLEASSSSE do the same for me?  What info do you need?  My website with forms are at http://www.monstergraphics.net
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    Mike_G
    Answered on December 13, 2016 at 05:41 PM

    @monsterrrgirl

    I have moved your concern to a new thread to ensure that you will be assisted accordingly.

    Please click this link to go to the new thread created for your concern. 

    Thank you.