Can not receiving submission emails

  • Profile Image
    harvestdesign
    Asked on December 16, 2016 at 09:34 AM

    Hello

    We create and manage forms for multiple clients. One of the forms we have is not being received by our client when submitted. The form in question is: "Hans Fahden Wine Order" 

    We checked the email address "info@hansfahden.com" and it works in all other instances. 

    We even tried to republish the form using the generated code on the clients' web site.

    Nothing. 

    Any thoughts on how this can be remedied quickly? The form was used recently in a Holiday promotion and the submissions failed on ate least three occasions. 

    PLEASE HELP!!

  • Profile Image
    candy
    Answered on December 16, 2016 at 09:48 AM

    Hello,

    As I have checked, your recipient email address info@hansfahden.com was in our bounce list as you can see the screenshot below:

    That was the reason the email address info@hansfahden.com was not able to receive submissions. I have removed it from our bounce list. So that, it is able to receive emails normally now.

    Moreover, you can check if any email is in our bounce list or not as you can see at the following document link: https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List

    Also, please check related guide for more detailed information about preventing bounce list: https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues

    If you need further assistance, do not hesitate to contact us.

    Thank you.

  • Profile Image
    harvestdesign
    Answered on December 16, 2016 at 10:44 AM
    WOW! Thank you for the immediate response. and for fixing the issue.
    This is a bit alarming though, since we had no knowledge of the email
    address being put in a "bounce" status. This could have cost our client
    potentially thousands of dollars in lost sales, not to mention the
    immeasurable loss of potential clients. An alert should have been sent to
    us when email address was bounced. This could have prevented a lot of
    issues.
    Moving forward, it will be difficult to convince our clients to upgrade
    their plans with Jot Form.
    We will, however, consult the related guide link you sent and hope we can
    rely on Jot From in the future.
    ...
  • Profile Image
    david
    Answered on December 16, 2016 at 12:10 PM

    We do set an account notice when an address has been placed on the bounce list.  It will look like this:

    It will be shown at the "My Forms" page for your account.  Due to this notification being related to rejected emails, sending further emails to an address that is already rejecting them does not do much good.

    There is not much we can do about rejected emails especially when the account in unavailable for a period of time.  Rejected emails raise our spam score and lead to further rejected emails.

    If you would like to use your own address for sending of notifications, you can do so via SMTP:

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

  • Profile Image
    harvestdesign
    Answered on December 16, 2016 at 04:44 PM
    Thanks for the reply.
    I will attempt to be more attentive to issues of this nature.
    I hate to even bitch considering Jot Form's awesome tools have been free to me for so long.
    Keep up the great work and Happy Holidays to you!
    Sent from my iPhone
    ...
  • Profile Image
    david
    Answered on December 16, 2016 at 04:56 PM

    No worries at all.  If there is anything else we can help with, just let us know.  Happy Holidays to you too!